Return Policy
Last Updated: November 2025
At Neonistic, every sign is custom-made to order. Because of the personalized nature of our products, we do not offer returns or refunds under any circumstances. Please read the policy carefully before placing an order.
Custom Order Policy
All Neonistic signs are made-to-order specifically for each customer. Once an order is placed and production begins, it cannot be cancelled, returned, or refunded.
Design Approval Process
Before production begins:
- You will receive a digital mockup of your custom neon sign design.
- You may request revisions before approving the final design.
- Once the design is approved and production starts, the order cannot be cancelled, returned, or refunded.
Please review your design carefully before approving
Order Modifications
- Order modifications (such as changes to size, color, text, or design) are allowed only within the first 5 hours after placing the order.
- After 5 hours, modifications cannot be guaranteed because the order may already be in production.
- To request a modification, please contact us immediately at:support@neonistic.com
Damaged or Broken Signs
If your sign arrives damaged or broken, we will provide a replacement.
Damage Reporting Requirements
To qualify for a replacement:
- The issue must be reported within 24 hours of delivery.
- You must provide clear photos and videos showing the damage.
- Photos must include the sign and its packaging.
Failure to report the damage within 24 hours may result in the request being denied.
Once verified, we will arrange a replacement at no additional cost.
What Is Not Eligible for Replacement
We do not provide replacements for:
- Damage caused by improper installation or misuse
- Accidental damage after delivery
- Modifications or repairs made by the customer
- Damage caused during handling after delivery
Order Errors
If the Error Is Our Fault
If we made an error (wrong design, size, or color):
- Contact us within 24 hours of delivery
- Provide photos or videos of the issue
We will replace the sign at no additional cost.
If the Error Is Customer-Provided
If incorrect information was submitted when placing the order (such as wrong text, size, or color), we cannot offer refunds or replacements.
Please carefully review all details before confirming your order.
Contact Us
If you have questions regarding your order:
Email: support@neonistic.com
Response Time: Within 24 hours