The Art Neon Return and Refund Policy

If your product is faulty, arrives damaged or does not match your order, we will assess the issue and arrange a suitable solution. This may include a repair or replacement. We may request photos, a short video or a product inspection to help identify the cause. We will explain the next steps and provide any necessary instructions by email.

Signs made to your individual specifications or personalised for you are not eligible for change-of-mind returns. This includes bespoke orders placed through our product pages, Online Designer and logo quote service.

You may request a return for a 5V USB sign within 14 days of delivery.

Order Changes and Cancellations

Personalised orders go directly into production after payment unless mockup approval is requested.

If you request mockup approval for an order placed through our product pages or Online Designer, you may cancel before approving the design or before the review deadline expires, whichever comes first. Production begins when you approve the mockup or if we receive no reply within 24 hours of sending it. This deadline is stated in the email.

Once production begins, personalised orders cannot be cancelled or refunded for a change of mind.

Logo and other quoted projects require both design approval and payment before production.

To cancel or request changes, reply to your mockup email or email support@theartneon.com with your order number. We will confirm the outcome and any necessary instructions by email.

Statutory cancellation and return rights for 5V USB signs remain unchanged.

Two-Year Warranty

Our signs and all supplied accessories include a two-year warranty from delivery when used as instructed.

Full coverage details and claim instructions are available on our Warranty and Claims page.

Returns Procedure

Before sending an item back, email support@theartneon.com with your order number and details of your request. We will provide the correct return address and packing instructions. Our registered company address is not the return address.

For eligible change-of-mind returns, notify us within 14 days of delivery and send the goods back within 14 days of your notice.

Return all supplied accessories and pack the product securely, preferably in its original packaging. You may inspect the product as you would in a shop. If handling beyond this reduces its value, we may deduct the actual loss in value from your refund.

Damaged or Incorrect Deliveries

Check your order when it arrives. Report any damage, missing items or incorrect products as soon as possible, preferably within 72 hours of delivery.

Include clear photos of the affected product, the packaging and the shipping label. These help us assess the issue and arrange the next steps.

Return Shipping

For eligible change-of-mind returns, you pay the direct return shipping cost where this was disclosed before purchase.

We arrange and cover any necessary return for a confirmed product fault, delivery damage or an incorrectly supplied item.

Refunds

For eligible change-of-mind returns, we issue refunds to your original payment method within 14 days of receiving your cancellation notice. We may wait until we receive the returned goods or proof that you have sent them back, whichever comes first.

Standard delivery is free. For eligible change-of-mind returns, the additional charge for optional Express delivery is not refunded.

Your bank or payment provider may need additional time to show the refund in your account.

Consumer Rights

For customers in the European Union, Article 16(c) of Directive 2011/83/EU excludes goods made to the consumer’s specifications or clearly personalised from the statutory right of withdrawal.

For orders delivered to the United States, this policy applies subject to applicable federal and state consumer protection laws.

This policy does not affect your statutory consumer rights.