We do not accept returns on bespoke items. Should your bespoke order arrive damaged, we will remake this for you.

Please email our customer service team at help@neons.co.uk for further information.

Please include photographic evidence of the fault, and our customer service team will be able to advise the best course of action. 

We will provide you with a returns label upon request. We will arrange a collection from your address, should the item not be ready for collection, you will need to drop your sign off to a local drop off point. 

The product must be sent in the original packing, or as the buyer, you are responsible for sourcing appropriate packing which will avoid damage or breakage during transit. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Additional non-returnable items: 
- Gift cards 

Refunds are only applicable for non-customised products. The item must be in the original packing, and received within 14 days of purchase. It is the buyers responsibility to return the sign to us in working condition. 

If your refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will ONLY refund on the original payment method. 

Sale items (if applicable) 
Sale items cannot be refunded.

Exchanges (if applicable) 
We will remake any order which arrives faulty. Please refer to the returns policy above. 

Any faulty products that need to be returned, we will cover the cost of the returns label. We will endeavour for the order to be collected from your address once, failure of collection means you will need to drop the item off.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.