Effective Date

20/04/2023

Last Updated

10/06/2025

Introduction

For the purposes of this policy, “we,” “us,” and “our” refer to Neon Deck. “You” refers to the customer placing the order through neondeck.ca.

1. Custom Products – All Sales Final

All our LED neon signs are made to order and custom-designed based on customer specifications. As such:
- We do not accept returns, refunds, or exchanges for change of mind, incorrect sizing, or custom design errors after production has started.
- Orders are considered final once a design proof has been approved and production has commenced.

Please double-check all spelling, sizing, colors, and design instructions before approval.

2. Damaged or Defective Products

If your sign arrives damaged or defective, we’ll make it right. To be eligible for a replacement:
- Contact us at info@neondeck.ca within 7 days of delivery
- Include:
  - Your order number
  - Clear photos/videos of the damage or issue
  - A description of the problem

Please inspect your sign upon delivery and report any issues within 7 days. Claims made after this period may not be eligible for replacement.

If a return is required, we will cover the return shipping costs and provide instructions.

If your product is damaged, we will issue a replacement. Refunds are not provided for damaged items.

3. Shipping Damage or Lost Orders

While we carefully package all items for shipping, we are not responsible for delays or losses caused by third-party couriers. If your package is lost or severely damaged in transit:
- Report it to us and the shipping carrier immediately
- We will assist you in filing a claim and may offer a solution based on the outcome

4. Incorrect or Incomplete Orders

If we made an error (e.g., wrong color, incorrect size, missing component):
- Contact us within 7 days of delivery
- We will correct the issue promptly at our expense

5. Cancellations

Orders can be canceled within 12 hours of placement by emailing us at info@neondeck.ca. After that, we begin processing and no cancellations will be accepted.

6. Non-Returnable Items

- Custom LED neon signs
- Gift cards and digital downloads
- Sale items marked as “final sale”

7. Warranty Coverage

For coverage of product malfunctions beyond the initial delivery period, please refer to our separate Warranty Policy.

8. Contact Us

If you have any questions about our return or refund process, feel free to reach out:

Email: info@neondeck.ca
Phone: +1 (347) 470-1654
Instagram: @neondeck.ca