Returns & Refunds

We want you to be happy with your sign. Below are the rules for cancelling, returning and getting a refund on an order from Neon Metal.

Cancelling an order

  • Within 24 hours of purchase: cancel for free. We refund the full amount you paid.
  • After 24 hours: your sign may already be in production. A 15% cancellation fee is deducted from the order total, and the remainder is refunded.
  • After shipping: the order can no longer be cancelled. You may request a return once it arrives.

To cancel, email us with your order number. The time we receive your email is the time we use.

Returns

You can request a return within 30 days of delivery. To qualify, the sign must be in the condition it arrived in, without new dents, scratches or holes drilled after delivery, and sent back with any parts that were included.

Restocking fee

When a return is for a reason that is not our error, for example a change of mind or a different design being preferred, a 15% restocking fee is deducted from the refund. Return shipping for these returns is paid by the customer.

How to send a sign back

  1. Email us your order number and the reason for the return.
  2. Wait for our reply with the return address and instructions. Parcels sent without contacting us first may not be processed.
  3. Pack the sign flat with protection on the corners and face so it is not bent or scratched in transit.
  4. Once the sign reaches us and is inspected, we process your refund.

Damaged, defective or incorrect signs

If the sign arrives bent, scratched, with a printing flaw, or with text that does not match your order, report it within 7 days of delivery. Please include:

  • your order number;
  • clear photos of the sign showing the problem;
  • photos of the outer box and the inner packing.

In these cases there is no restocking fee and you do not pay for return shipping. Depending on the issue, we will offer a replacement, a reprint or a refund. Problems that appear later are handled under our 1 year warranty.

Refund method and timing

Refunds are made to the original payment method. We email you when the refund has been issued. How long it takes to show on your statement depends on your card issuer or wallet provider.

Questions

Email
help@neonmetalsign.com
Support hours
Monday – Friday, 9:00 AM – 5:00 PM (GMT+7)