Refund Policy
Thank you for shopping at Freedom Neon. If you are not satisfied with your purchase, we are happy to offer returns and refunds. Please read the following policy carefully.
Order Cancellation
- We provide a 4-hour grace period after order placement. During this window, you may contact us via email to request a full cancellation and a total refund.
- Because our LED neon signs are 100% custom-made-to-order, we cannot accept cancellation requests once production has commenced or the item has been shipped. If you have an urgent situation, please contact our support team, and we will do our best to find a feasible solution.
- For orders that have not yet entered the production phase, we can accommodate minor design adjustments. Please note that a nominal fee for materials or design time may apply, depending on the complexity and size changes requested.
- Once production is complete, the original design cannot be altered. Any further changes will require a full remake, and a restocking/remake fee (covering material and labor costs) will be applied.
Returns
Return Window:
- Contact us within 15 days of receiving your product to request a return and refund.
- Return requests will be processed within 2 business days. Requests beyond 15 days are not eligible for returns or refunds.
Return Conditions:
To qualify for a return, the product must:
- Be undamaged.
- Retain its original packaging.
- Include proof of purchase or receipt.
- Provide proof of the product’s condition (photo or video).
Non-returnable Items:
-
Promotional or Discounted Products: Cannot be returned due to price reductions. Please confirm your purchase meets your needs.
- Custom Products: Items made to customer specifications (e.g., size, color, design, personalization) cannot be returned like standard products.
Refunds
Processing Time:
- Once the returned item is received and inspected, refunds will be processed within 7 business days to the original payment method.
Partial Refunds:
- If the item shows obvious damage, wear, or missing parts (not caused by us), a partial refund may be issued.
Return Shipping Fees:
- Customers cover return shipping unless the item was damaged during our shipping.
- If the product is damaged during customer-initiated return shipping, please contact the courier for resolution.
Return Address:
Please send returns to:
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM
- Contact customer service to confirm the return address before shipping.
Exchanges
Eligibility:
- Defective or damaged products will be replaced free of charge.
- For exchanges of the same product, please contact our customer service team.
- If you request size adjustments for your sign, a small symbolic shipping fee may apply.
Contact Us
If you have any questions, contact us at:
Email: info@freedomneon.com
We will respond promptly and assist you with your concerns.