Returns

• At EU NEON, every neon sign is handcrafted and made with care. While our signs closely resemble digital mockups, there may be slight differences. Unfortunately, we cannot accept returns for small variations that are necessary to properly fit the chosen font, especially in signs smaller than 90cm with 2 or more lines of text. These variations are an inherent part of the handcrafting process.

• Our custom neon signs are made-to-order based on specific customer requirements, so we do not accept returns unless it’s for a warranty claim.

• We cannot be held responsible for orders that are reported as missing if a signature confirming receipt has been obtained by the courier. Such disputes must be resolved directly with the courier service.

• At EU NEON, we provide returns and refunds exclusively for products that are deemed faulty. Our team strives to resolve any issues and may provide a repair, replacement, full or partial refund. The outcome, including reimbursement for both the product and shipping costs, is determined on a case-by-case basis based on the cause of the fault and is entirely at the discretion of EU NEON.

 

Warranty Returns

EU NEON’s indoor and outdoor products come with a 24-month warranty for electrical components when used correctly. Determining the resolution for faulty signs, including repairs or replacement, will be based on the cause of the malfunction and will be decided between EU NEON and the customer

• To initiate a return, reach out to us at info@euneon.com with the details of the product(s) you wish to return and the reason for it. Please include your invoice or order number and attach a video and photo(s) of the sign for diagnosis and quality assessment purposes. Without both a video and photo(s), it may limit our ability to resolve the issue. After receiving all necessary information, we will get in touch with you to find a solution.
• If a return has been approved, it is important to ensure that the faulty product is returned in its original condition along with all of its original packaging.
• If a return has been approved, the faulty item must be sent back for inspection by EU NEON within 14 days of receipt of the product.
• If a replacement has been approved, EU NEON will work to promptly manufacture and deliver the replacement product to you.
• If a full or partial refund has been agreed, EU NEON will inform you about the expected date of receipt for the refund. The credit will be automatically applied to your credit card or original payment method within a specified number of days.
• Returns will result in a deduction for the initial shipping cost and a 5% transaction fee from the refunded amount.

EU NEON provides a 24-month warranty for its products, covering electrical components when used correctly. Determining the resolution for faulty signs depends on the source of the issue and is made by EU NEON and the customer. EU NEON is not responsible for damages to signs after delivery and keeps photographic evidence of each product’s condition upon packaging. Claims of superficial damage to signs will be evaluated against these photos to verify the claim’s validity.

 

Shipping

Our products are shipped globally through trusted carriers, DPD and DHL, which may require a signature upon delivery. Please be advised that international orders outside of the European Union may incur additional customs and border fees, which must be covered by the customer. In the event that the customer refuses to pay these fees, the product will be returned to us and a refund will be issued, excluding shipping costs.

• For a secure and safe delivery, we use specialized double-box packaging for all orders.
• Our trusted partner companies DPD and DHL handle all deliveries, with the most optimized option selected based on the destination country.
• You can track your order by requesting a tracking number and also contact the delivery company for any updates.
• Our support team is always available to assist you.
• Please ensure that your shipping address in your account is correct, and don’t forget to include your phone number for the delivery company to schedule the delivery with you.

At EU NEON, we make every effort to ensure prompt delivery of your order, but sometimes unexpected delays may occur beyond our control. Our trusted delivery partners, such as DPD and DHL, are responsible for delivering your order in good condition. In the event that your order is damaged or lost during transit, we will replace it at no extra cost. The claim process for insurance purposes, which may be necessary, will depend on the value of the claim and may need to be approved.