All Illumi Neon signs are custom-made to order, which means they are personalized and unique to you. As such, we do not offer refunds or returns on custom products unless they arrive damaged or defective.

In the unlikely event that your neon sign arrives damaged or defective, we will replace or repair the item at no additional cost. Please follow the steps below to request a replacement:

1. Contact us within 7 days of receiving your product at sales@illumineon.com with your order number, a description of the issue, and clear photos of the damage or defect.
2. Our team will review your claim and provide you with further instructions, which may include returning the damaged item to us or disposing of it as directed.
3. Upon confirmation, we will arrange for a replacement or repair of your neon sign.

The following items are not eligible for return:

• Items that have been used, altered, or damaged after delivery (unless the damage was present on arrival).

You may cancel your order within 24 hours of purchase for a full refund. After this period, the production of your custom neon sign begins, and cancellations will no longer be possible.

If a refund is approved for any reason (such as cancellation within 24 hours), the amount will be credited back to your original payment method. Refund processing may take 5-7 business days to appear in your account.

We do not offer exchanges for custom neon signs unless there is a manufacturing defect or damage upon delivery.

For any questions or concerns regarding shipping, returns, or refunds, please contact us at sales@illumineon.com.