Design Approval, Cancellation and Order Changes Policy

This policy explains how designs are approved, when production begins and how cancellation or change requests are handled for custom-made products.

Forms of Approval

Approval may be provided through email, text message, website confirmation, customizer checkout, e-signature, invoice approval or another written communication accepted by Neon Luxe. Statements such as approved, looks good, go ahead, proceed or confirmed may be treated as final authorization.

What the Customer Must Review

Before approval, the customer must review spelling, grammar, logo accuracy, proportions, dimensions, colours, backing, printed details, mounting method, cord location where shown, quantity, accessories and delivery information. Approval confirms acceptance subject to reasonable manufacturing variations.

Cancellation Before Work Begins

A standard order may be cancelled for a full refund before design work, material purchasing or production begins, unless a disclosed non-refundable consultation or design fee applies or special non-returnable materials have already been purchased.

Cancellation After Design Work

If custom design, vectorization, engineering, consultation or material sourcing has begun but physical production has not, Neon Luxe may deduct a reasonable disclosed amount for completed services and non-returnable materials. Any remaining refundable balance will be processed according to applicable law and the specific order agreement.

Cancellation After Production Begins

Once acrylic has been cut, LED neon has been formed, artwork has been printed, components have been assembled or another physical manufacturing step has begun, the order normally cannot be cancelled for a change of mind because it was made specifically for the customer. This restriction does not limit non-excludable statutory rights.

Customer-Requested Changes

A request made after approval may require a revised proof, design fee, material charge, production restart or new schedule. Neon Luxe will disclose material additional charges before proceeding. A change request is not accepted until Neon Luxe confirms it in writing.

Minor Technical Adjustments

Neon Luxe may make minor technical adjustments that do not materially change the design, including small spacing changes, wire routing, connector placement, acrylic supports, mounting-hole placement, manufacturing joins and structural reinforcement.

Material Changes by Neon Luxe

Where a necessary adjustment materially changes wording, a major colour, overall dimensions, proportions, an important element or the installation method, Neon Luxe will make reasonable efforts to issue a revised proof for approval before production continues.

Failure to Respond

Production and delivery estimates pause while Neon Luxe is waiting for information, approval or payment. Long-inactive orders may be archived. Any restart cost will be explained before work resumes.

Statutory Cancellation Rights

Nothing in this policy removes cancellation or refund rights available under applicable law, including rights that may arise from missing required disclosure, failure to provide a required copy of an online agreement, unauthorized charges or materially late delivery.