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Refund and Returns Policy

By placing an order, You confirm that You have read, understood and accepted these following policy.

Refunds and Exchanges 

Due to the nature of all products being custom-made, we ONLY accept refund & exchanges on faulty products. NeonGrand will make every effort to resolve issues and replace or full refund the product. The final resolution for defective products is decided on a case-by-case basis, and is at the sole discretion of NeonGrand.

  • All custom led neon signs products have been completed and passed the final quality check before shipping to customers. They are meticulously handcrafted to meet the unique requirements of each customer. As a result, your custom led neon signs product may not 100% match the images on the website. However, we believe that each finished handmade product is unique and is a work of art that our artisans create with all their heart.
  • The color of the custom led neon signs on our website may be slightly different due to lighting effects.

If your item is damaged or defective, please contact our customer support via email [email protected] and attach video and product photos within 7 days of receipt. We will respond to your email within 24 hours to negotiate a follow-up decision (replacement or full refund).

If the replacement is approved, NeonGrand will proceed to manufacture and ship the replacement as quickly as possible. We will send you the tracking id of your new order as soon as it is shipped.

If the full refund is approved, within 7 days we will process the refund to your credit card or original payment method.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time (1-7 business days) before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

If you have any questions regarding our Refunds and Returns Policy, please contact our customer care department at [email protected] or reach us through our hotline (866)-366-0777

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