Returns

• Our policy lasts 14 days. If 14 days have gone by since your purchase of a MINI LED or a item displayed in our store we can not offer any refund or exchange.
• To be eligible for a return of a MINI LED or a item displayed in our store, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  To complete your return, we require a receipt or proof of purchase. The refund could be completed once the item is received in our office. Costs of resend are to be endorsed by the buyer. 
• A 10.00 USD flat fee will be deducted from your refund to cover the restocking. The customer is responsible of the returning postage cost. 
  Contact us at info@neonfactorypr.com to get our full refund process and get your return number.
• All customs neon signs sold are FINAL. Custom neon signs are unique, handcrafted and made for the precise purpose and will of the buyer. There is no molding. We actually bend the neon tube by hand. Therefore, your custom neon sign could not be 100% matching the mock-up we sent. This is actually the beauty of a craft item. It is unique in this sense. No return or exchange is possible after the mock-up is approved and the order is paid. This is the reason why we grant you all the time, energy and expertise to create your unique custom neon sign. 
• Light colors are not contractual. We will manage to send pictures of the chosen colors
• If you have any questions or concerns with a product on our site, please send us an email at info@neonfactorypr.com before committing to purchase.

Refunds (if applicable)

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. No need to contact us in between this time period. We need a processing time to provide the final decision. 
  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  Refunds are issued with a deduction of the original shipping cost of $45 as well as 5% of the original price as transaction fees.

  Sale items (if applicable)
  Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

  Cancellation 
  In the event of a cancellation before the item is being shipped, a 5% of the original price will be held to cover the transaction fees.

REPLACEMENT

• Your neon arrived broken? We take care of this. Please make sure to send us within 7 days pictures of the 4 sides of the package as well as pictures of the broken parts. We will set up a claim in front of the carrier. In parallel, we will remake and deliver your neon.