Return Policy

2. Return Eligibility

2.1 Eligible for Return

• Damaged in Transit: Product received with physical damage caused during shipping.
• Manufacturing Defect: Product has a manufacturing defect or does not match the specifications confirmed at the time of order (color, size, text, font).
• Non-Functional: LED neon signs that do not light up upon arrival due to electrical or manufacturing issues.

2.2 Not Eligible for Return

• Custom Signs: Personalized or custom-designed neon signs are made to your specifications and cannot be returned unless they arrive damaged or defective.
• Change of Mind: Orders cancelled or returned due to a change of mind after the product has entered the manufacturing phase.
• Misuse or Damage: Products damaged due to improper installation, mishandling, or unauthorized modifications.
• After 7 Days: Return requests must be raised within 7 days of delivery.

3. Return Window

You must raise a return request within 7 days of receiving your order. For damaged or defective products, please contact us within 48 hours of delivery so we can resolve the issue quickly.

4. How to Initiate a Return

1. Log in to your account and navigate to “My Orders”.
2. Select the order you wish to return and click “Request Return”.
3. Select the reason for return and upload clear photos of the product/packaging.
4. Our team will review your request within 1–2 business days and notify you of the resolution.

Alternatively, you can contact our support team at support@theneonprime.com with your order number and photos of the issue.

5. Refund Process

5.1 Refund Timeline

• Approved Returns: Refunds are initiated within 3–5 business days after the returned product is received and inspected at our warehouse.
• Pre-Shipment Cancellation: If your order has not yet been shipped, a full refund will be processed within 2–3 business days.
• Post-Shipment Cancellation: If the order has already been shipped, standard return shipping charges may apply.

5.2 Refund Method

Refunds are processed to the original payment method used at the time of purchase (UPI, credit/debit card, net banking). Please allow 5–7 business days for the refund to reflect in your account, depending on your bank.

6. Replacement

For damaged or defective products, we offer a free replacement instead of a refund. The replacement will be manufactured and shipped at no additional cost to you. Replacement timelines follow the same manufacturing schedule as new orders (7–15 business days depending on the product type).

7. Return Shipping

• Our Fault: If the product is damaged in transit or defective, we will arrange and bear the cost of return pickup.
• Your Request: For returns not due to damage or defect, you will need to ship the product back at your own cost. We recommend using a tracked courier service.

Please ensure the product is packed securely in its original packaging to avoid damage during return transit.

8. Exchanges

We do not offer direct exchanges. If you would like a different product, please initiate a return (if eligible) and place a new order. For custom signs, any specification changes must be communicated before the manufacturing process begins.

9. Cancellation Before Shipment

You may cancel your order at any time before it enters the manufacturing phase for a full refund. Once manufacturing has begun, cancellation is not possible unless the product is defective or damaged. You can check the manufacturing status of your order under “My Orders” in your account.

10. Contact Us

If you have any questions about returns, refunds, or cancellations, please reach out to us: