Refund policy

Last updated: September 15, 2026

We want you to keep what you bought because you love it, not because returning it is difficult. If something is wrong, tell us and we will fix it.

To start a return or report an issue, write to orders@shopneonoir.com with your order number. We respond within one business day.

Damaged, Faulty, or Incorrect Items

What to do: Notify us within 14 days of delivery and send a photo of the item and the box.
Our promise: We will send a replacement or refund you in full, whichever you prefer. You will not need to ship the item back in most cases, and you will never pay return postage for our mistake.
Electrical items: Please check that your item works immediately upon arrival. Anything with a plug or a battery that fails within 90 days of delivery is covered under these same terms.

Changing Your Mind (Stock Items)

You can return anything from our standard collection within 30 days of delivery for a full refund.

Condition: The item must be unused, in its original packaging, and include everything it came with.
Shipping: You are responsible for return shipping costs unless the item arrived faulty or incorrect.
Process: You must write to us first to get the correct return address. Do not send items back to the sender address on your shipping label; parcels sent back without our official return address instructions may be lost and cannot be refunded.
Timeline: Refunds are issued to your original payment method within five business days of the return being safely delivered and processed by our team. It usually takes an additional five business days to appear on your bank statement.
No Hidden Fees: We do not charge restocking fees, and we do not deduct outbound shipping costs since shipping to you was free.

Custom and Personalised Signs

A custom sign is bent to order using your specific words or artwork. Because no one else can buy it, these items cannot be returned or exchanged if you change your mind.

You are covered under the following strict conditions:

Cancellations: You may cancel your order for a free, full refund before we start making it. Once production begins, the order cannot be stopped or refunded because the glass has already been bent.
Broken in Transit: Neon is fragile, which is our risk, not yours. Photograph the box and the sign, and notify us within 14 days of delivery. We will remake it at absolutely no cost to you.
Order Mismatches: If the final sign does not match the spelling, font, colour, or size on your approved order, we will remake it or refund you in full.
Component Failure: If the sign stops lighting within 12 months of delivery—provided it has not been dropped, misused, or rewired—we will replace it.

Please double-check your spelling before ordering. We build exactly what is submitted on the order form and cannot issue refunds for typos made by the customer.

Items That Cannot Be Refunded

Custom or personalised items (except for the damage/fault scenarios listed above).
Items damaged by customer misuse, dropping, or improper wiring.
Items returned after 30 days, or items returned in used condition that were not faulty.

Lost Orders

If your order has not arrived, please contact us. We will track the carrier and immediately send a replacement or issue a refund if the package is deemed lost. Please reach out to our team first—we can almost always resolve shipping issues much faster than a bank or credit card dispute.