Refund policy
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.
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.