Returns & Refund

Returns Policy ↩️

We only accept returns on faulty items and do not accept returns due to change of mind or accidental order. All Neon Direct products are made to order and go into production upon checkout. In the very unlikely case of your product arriving damaged please contact us within 14 days via email on hello@neondirect.co or call us on 0800 048 7234. We may ask you to let us know your order number and to send over some clear photos and videos of your faulty sign. Once we have received the photos we will arrange a return of the product and once a technician has assessed the sign it will either be repaired and returned or a new product produced.

Neon Direct abides by the Consumer Contracts Regulations which allows UK purchasers a cooling-off period from the moment you purchase the product until 14 days after the item is received. Please note that this cooling-off period only applies to preset IN STOCK Neon Signs in the Neon Direct UK Shop. It does not apply to any custom neon signs created on our neon sign builder or submitted to us via email. All neon signs are made to order unless otherwise described as “in stock” on our website. The cooling-off period does not apply to any custom/personalised neon signs that we have produced; or if a member of our design team has created for you.

Preset Neon Signs purchased from the Shop.

These are designs signs that are available to buy directly from our store and are not personalised in anyway.  These Products are entitled to return/replacement (see refund/replace procedures below) See below for details.

Returning a Preset Neon Sign purchased directly from our Shop please follow these steps:

• The return period begins the moment you place the order and ends 14 days after you receive the product(s).
• Please ensure that the product(s) you wish to return are in their original condition with all packaging and bags etc. The items should not be used.
• Please contact us via email hello@neondirect.co to let us know what products you wish to return and why. We will then send you full return instructions. Also please let us know if you would like a refund or replacement.
• Please note that in order to be eligible for a refund all products must be returned within 14 calendar days of the confirmed cancellation.

Custom/personalised neon signs are not entitled to a refund unless damaged.

These neon signs will not be eligible for a refund due to the nature of the product. They are custom designed and manufactured to your specification so cannot be returned unless the item arrives with a fault. Neon Direct has the final decision on any actions taken. If your item has arrived damaged please contact us via email (hello@neondirect.co) and we will send full return instructions.

Return shipping costs:

• If any of the items you receive is found to be faulty or damaged Neon Direct will cover the cost of return shipping within the UK.
• If you have changed your mind you will cover the cost of return shipping.Neon Direct will not be held responsible for missing any deadlines set by you (the customer) Unless there is a signed contract in place for delivery of goods by a certain date and time (signed by director and customer). We cannot be held responsible for shipping delays or supplier delays outside of our control. Email or verbal confirmation does not override this agreement and the wording written within this agreement is final.By placing an order with Neon Direct you are agreeing and acknowledging the above terms of our Returns and Refund Policy. Please contact us if you have any queries.