We will make every effort to resolve issues and replace, refund or partially refund the product. The final resolution for defective products is decided on a case-by-case basis, and is at the sole discretion of NeonPilot.
All custom neon signs are handcrafted and made for the precise purpose and will of t he buyer. Therefore, your custom neon sign could not be 100% matching with mock-up we sent. We believe all craft item is unique. The color of our neon signs from our website or mock-ups for reference only.
Returns & Exchanges
We can not accept returns due to change of mind unfortunately, and we only accept to return & exchanges, if:
Wrong item(s) received.
The item arrives damaged or defective.
In the very unlikely case of your item arriving broken or faulty, you have 7 days from the day of tracked delivery to let us know via email at hello@neonpilot.com and we will ship a replacement free of charge.
If a return has been agreed, please note the faulty item must be returned to us in its original condition and packaging.
Refund
We only accept to refund, if:
Missing item(s)
We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact us at hello@neonpilot.com with the order number, If a partial or full refund is agreed, this will be processed within 14 days of you receiving the product.
Cancellation
Cancellation of an order is possible as long as the order hasn't been produced yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order.
If the order has already been shipped, cancellation is not possible.
Warranty
We offer a 12 month guarantee on all neon signs, so if your sign breaks or stops working in any way during this period just let us know and we will replace it free of charge.
If you need any more help whatsoever, please don't hesitate to contact us via email at hello@neonpilot.com.
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