We take pride in delivering high-quality, handcrafted neon signs.  Please read our comprehensive policy for faulty products, warranty, shipping damages, missing signs, and returns.

The Faulty Products Policy

Neon By Design promises to work with customers who face issues with the products they sell. The resolutions offered can range from repairing the product, replacing it, or even offering a partial or full refund. For assistance, customers can reach out to the Neon By Design support team at support@neonbydesign.com.

Warranty Details

Neon By Design provides a 24-month warranty on all its items, but this warranty only covers the electrical components of the product, and that too, only when used appropriately. Any incorrect use of a Neon By Design sign, like using an indoor sign outdoors, can void the warranty.

Coverage for Installed Signs

Installation and maintenance of the neon signs are the responsibility of the customer. Neon By Design does not bear any costs associated with these. If the sign is faulty or has electrical issues, and needs to be returned under warranty, all expenses for the removal and reinstallation of the sign will be the customer’s responsibility.

Dealing with Damages in Shipping

On receiving your neon sign, it is crucial to immediately check and verify that it is working correctly and without damage. If you notice any faults with your sign, contact the Neon By Design support team with the following details:

• Order number
• Your name, address, and contact telephone number
• Time and date your order was received
• Exact detail on the issue with the sign
• A clear set of photos/videos of the damaged box, damaged product

The customer service team will then work with the technical staff to diagnose the problem and get back to you with a response.

Lost or Missing Signs

Neon By Design uses express post shipping via reliable services like FedEx, DHL, and others. All parcels are tracked and require a signature upon delivery to ensure safe delivery. However, if a parcel goes missing in transit, Neon By Design will work with you to locate the parcel. But, if you have opted out of signature upon delivery and the postal service has delivered the parcel, Neon By Design cannot be held liable for the missing parcel.

The Returns Policy

Once an order is placed, your custom hand made neon sign goes into production near immediately. Once in production, orders cannot be cancelled as every sign is a custom order, made specifically for that customer. If you face issues with your product, it’s best to reach out to the Neon By Design support team.

If the support team advises you to return the product, they will provide you with a specific return address. The returned items must be in all of the original packaging, with any necessary taping and padding, and returned within 14 days of receipt. Once the faulty item is received in the warehouse, a replacement will be dispatched or a refund will be actioned within 7 days.

Unfortunately, Neon By Design cannot accept returns on sale items or gift cards. For any doubts, questions, or more information, please contact the support team at support@neonbydesign.com.

Neon By Design is a customer-centric brand, and their comprehensive return, refund, and warranty policies stand testament to this. Their tone of voice is confident, enthusiastic, and creative, and the brand persona signifies an innovative, supportive, and solution-driven style. As a customer, you can rest assured that your satisfaction is top priority at Neon By Design.