Returns, Refunds and Exchanges Policy

This policy distinguishes a change-of-mind request from a damaged, defective, incorrect or materially non-conforming order.

Change-of-Mind Returns

Neon Luxe does not normally accept change-of-mind returns or exchanges after production begins because custom products are created specifically for the customer. This includes personalized wording, logos, colours, dimensions, backing, printed artwork, waterproofing, mounting configurations and custom stands.

Eligible Concerns

A customer may be eligible for assistance where a product arrives damaged, is defective, does not power on, contains wording not approved by the customer, materially differs from the approved design, is missing a paid component or is otherwise subject to a remedy required by law.

How to Report a Concern

Email info@neonluxe.ca with the order number, a detailed description, clear photographs, a video showing the product connected and powered on where relevant, photographs of the adapter and connections, and packaging photographs where shipping damage is suspected.

Troubleshooting

Neon Luxe may request reasonable troubleshooting. Common issues may involve a loose connector, remote battery, dimmer setting, unplugged adapter, wall outlet or connection sequence. Troubleshooting does not reduce applicable warranty or statutory rights.

Available Remedies

Depending on the issue, Neon Luxe may provide troubleshooting, replacement parts, repair, replacement of an affected section, replacement of the product, partial refund or full refund where required or appropriate. Where permitted by law, Neon Luxe may select a reasonable remedy based on the nature of the issue.

Return Authorization

A product must not be returned without written authorization and return instructions. Unauthorized returns may be delayed or refused where permitted by law.

Return Packaging

Authorized returns must be packaged securely, preferably using the original packaging. Customers should not write directly on the sign, cut wires, remove components or alter the product unless instructed.

Return Shipping Costs

Neon Luxe will cover reasonable return shipping for verified manufacturing defects, incorrect products and eligible warranty claims where required by this policy or law. The customer may be responsible where no defect is found, misuse caused the damage, the issue is excluded, or an unauthorized premium shipping method was used.

Refund Processing

Approved refunds will normally be sent to the original payment method. The customer’s financial institution may require additional processing time. Completed rush service, expedited shipping and design services are not refundable unless the service was not provided or a refund is required by law.

Promotional Orders

Promotional or sale pricing does not reduce warranty or statutory rights. Custom promotional products remain subject to the custom-product restrictions described above.

Third-Party Installation

Neon Luxe is not responsible for damage caused by an installer or contractor not engaged directly by Neon Luxe. The customer should address installation damage with the responsible provider while contacting Neon Luxe for product-specific troubleshooting where needed.

Non-Excludable Rights

Nothing in this policy limits any right to reject, cancel, obtain a refund or receive another remedy that cannot legally be excluded.