Refund policy

Return & Refund Policy

At Neon Lights Canada, we take pride in the quality of our handcrafted LED neon signs. Because our products are custom-made or made-to-order, we only accept returns for items that are defective, non-functional, or damaged upon arrival.

30-Day Return Request Window

You have 30 days from the date of delivery to request a return. After 30 days, we are unfortunately unable to offer a refund or replacement for any reason.

Eligibility for Returns

To be eligible for a return, your item must meet one of the following criteria:

  • The sign is non-functional (does not light up or has electrical failure).

  • The sign arrived with physical damage (cracked acrylic, broken LED neon).

  • The item received is significantly different from what was ordered (wrong design/color).

The item must be in its original packaging and include all accessories (remote, power adapter, mounting kit). You will also need to provide the receipt or proof of purchase.

How to Start a Return

  1. Contact Us: Email us at hello@neonlightscanada.ca within 30 days of delivery.

  2. Provide Evidence: You must include clear photos and/or a short video showing the damage or the functional defect.

  3. Approval: If your return is accepted, we will provide you with a return shipping address and instructions. Items sent back to us without prior authorization will not be accepted.

Shipping Costs

If your return is approved due to a manufacturing defect or damage during transit, we will provide a prepaid shipping label or reimburse you for return postage. All returned items must be shipped with tracking and insurance.

Non-Returnable Items

  • Signs that are fully functional and match the order specifications.

  • Signs damaged due to improper installation or handling by the customer.

  • Change of mind or "buyer’s remorse" for custom or made-to-order designs.

  • Sale items or gift cards.

Refunds & Replacements

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Replacements: In most cases of damage or defect, we will prioritize sending you a brand-new replacement at no additional cost.

  • Refunds: If a refund is approved, it will be processed to your original payment method within 10–15 business days.

Questions?

If you have any questions regarding your specific order, please reach out to us immediately at hello@neonlightscanada.ca.