Return & Refund Policy

At NeonBay, every LED neon sign is handcrafted just for you. Whether it’s a custom design or a pre-designed sign from our Popular Designs collection, each piece is made to order and cannot be returned or exchanged unless it arrives damaged or defective.

However, stock items (non-custom products) can be returned within 20 days of delivery if they are unused and in their original packaging. Please see the details below.

Important Note: Pre-designed signs under our Popular Designs section do not fall under the category of "products in stock." These items are made to order and are considered custom products. Therefore, they cannot be returned.

Damaged or Defective Signs

We take quality seriously, and your satisfaction is our priority. If your sign arrives damaged or defective, we will provide a replacement exchange at no cost to you.

To request a replacement:

  • Contact us at support@neonbay.co.uk within 48 hours of delivery.
  • Provide clear photos of the sign, packaging, and any damage.
  • We’ll arrange a replacement and cover all costs associated with the exchange.

24-Month Warranty

All of our signs are covered by a 24-month warranty, ensuring full protection against manufacturing defects. If, on the rare occasion, your sign stops working within this period:

  • Email us at support@neonbay.co.uk with your order details.
  • We’ll troubleshoot the issue and, if necessary, provide a free repair or replacement.

General Warranty Terms

  • The warranty does not cover damage caused by improper use, accidental breakage, or modifications to the sign.

Order Cancellations

  • Orders cancelled within 24 hours of purchase (before production begins) are eligible for a full refund.
  • Orders that have already been produced or shipped cannot be cancelled. If you wish to cancel after production, please refer to our damage/warranty policies above.
  • Refunds are typically processed within 5-10 business days to the original payment method. If no refund is received within 20 days, please contact us at support@neonbay.co.uk.

Returns & Exchanges

  • Made-to-Order Signs (Custom & Pre-Designed from Popular Designs section): Since all of our neon signs are made to order, we do not accept returns or exchanges unless the item is damaged or defective upon arrival.
  • Stock Items (Non-Custom Products):
    • Stock items can be returned or exchanged within 20 days of delivery.
    • Items must be unused, undamaged, and in their original packaging.
    • Return shipping costs are the responsibility of the customer.
    • Once we receive the item and confirm it is in resellable condition, we will issue a refund to your original payment method.

If you have any questions or concerns, our support team is always happy to help!

Contact Us
Email: support@neonbay.co.uk
WhatsApp: +44 1924 677009
Phone: +44 1924 677009