Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@neontology.ca. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@neontology.ca.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@neontology.ca.
Return and Refund Policy
In the unlikely event that your sign does come damaged, we'll require a proof of purchase, order number, as well as photos and videos of where it came damaged or defective. Our customer service team will then evaluate each issue on a case-by-case basis and ensure that you receive your sign without damages.
We have a 14-day return policy, on non-custom products. Order that are custom made do not apply to this term.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@neontology.ca - If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We have a no refund policy on any custom item order. In extreme cases, Neontology's directors will discuss and may provide a refund or replacement for a customers order at the discretion of Neontology.ca. If issues that are due to manufacturing defects are present on your custom order, we will assess your item and offer a replacement if you qualify.
Warranty Policy and Outline
24-Month Warranty
To start a claim, you can contact us at hello@neontology.ca. Please ensure that your order number is included in the title of the email. If your claim is accepted, we’ll send you instructions and a timeline on how you will receive your undamaged item. Items sent back to us without first requesting a return will not be accepted.
We do however offer a 12 or 24 Month Warranty on all custom products. If there is any issue with the product the customer is asked to send us an email with details of the damages, alongside a picture or video to hello@neontology.ca. From there we will assess the severity of the issue and whether it can be fixed with a spare part or if it needs to be replaced fully. Please note that the warranty is not extended to incidents where the product is damaged through any external circumstances that cause damage/breakage.
Returns & Warranty Policy
Custom LED Neon Signs
All custom LED neon signs are made to order based on your specifications and are therefore final sale. We do not accept returns or issue refunds on custom orders once production has begun.
We stand behind the quality of every sign we make. All custom LED neon signs come with a full manufacturer's warranty covering defects in materials and workmanship. If your sign arrives defective or develops a fault under normal use, we will repair or replace it at no cost to you. Simply contact us with a description of the issue and photos or video of the defect, and we will make it right.
The warranty does not cover damage caused by misuse, improper installation, physical impact, exposure to water or outdoor elements beyond the sign's rated use, or unauthorized modifications.
Preset LED Neon Signs
Preset signs in their original, unaltered condition may be eligible for exchange within 14 days of delivery. Items must be unused, in original packaging, and in resalable condition. We do not offer cash refunds on preset signs — exchanges are for store credit or a replacement item of equal value.
To initiate an exchange, please contact us before shipping anything back. Items returned without prior authorization will not be accepted.
Damaged or Defective Items
If your order arrives damaged in transit, please photograph the packaging and the sign immediately upon opening and contact us within 48 hours of delivery. We will work with you promptly to resolve the issue.
Contact Us
For any warranty claims, exchange requests, or questions about your order, please reach out to us at [your email] or through the contact form on our website.
Shipping Delays
On occasion, shipping delays for either our materials needed or for customers signs arrival may occur. This is often out of our control. Delays on custom orders are not eligible for refunds. Delays of any sort in this nature are mostly out of our control. If this does occur, we truly do appreciate your patience and understanding. We will be dedicated to getting you your sign in time for its estimated 'turnover time'.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.