Terms and Conditions

Returns and Cancellation

Can I cancel my order?

Cancellation of orders is only allowed for pre-made neon sign orders. You can cancel your order only if you placed it within six (6) hours or if your order is not yet out for delivery. Then you can receive a full refund. You can cancel an order by filling out the form on our contact us page. At the form’s dropdown, select “Existing Order” and fill out the necessary information. Our customer service will then get back to you shortly. For customized signs (Custom Neon and HiScripts) you can not cancel your order once placed. 

You can apply for cancellation only if:

• You ordered a Pre-made Neon Sign (HiPattern, HiOpen, HiLetters)
• It’s within 6 hours after placing the order

30 Days Guarantee

You can return your item for a partial refund or exchange your item within 30 days after delivery. This 30-day guarantee only applies to our pre-made neon signs (HiPatterns and HiLetters).  The 30-day guarantee doesn’t apply to events or rental companies and orders above 800 USD or 900 CAD. There will be a processing fee unless defective or prohibited by law. 

Warranty

All items we sell come with a 1-year warranty. To apply for a warranty, you can scan If you find any damage, you may report it by scanning the QR code on the package. You can reach us by filling out the form on the Contact Us page. In the dropdown select “Existing Order” and fill out the necessary information. You must attach proof by attaching photos and videos. Please describe in the form why you are applying for our warranty. Our customer service will then inspect the issue and provide you with a solution. You may choose to replace the sign/accessory or provide you with a full refund. In some cases, we may need you to ship back the sign to us for technical diagnosis to provide you with a better solution. For customized signs, solutions may differ depending on the case. We may offer a partial refund, replacement, or full refund.

Warranty inclusions:

The warranty covers any faults that may occur with the product. It includes: 

● Any optical, power adapter failure

● Free technical diagnosis and parts shipment 

● Coverage for all included accessories, such as remote controls and installation accessories. 

The warranty does not apply to the following:

 ●  Damage from incorrect installation 

 ●  Physical damage during usage. 

 ●  Color differences from what you imagined

There may be a slight color difference from the photo. You may want to buy our sample color palette or our pre-made neon to test the actual color. 

Is the warranty extendable?

Extension of warranty only applies to customized signs (Custom Neon Signs). You may apply for an extension of the warranty of 2 years up to 4 years for an extra fee upon placing your order. If you placed an order, you may still apply for a warranty extension before receiving the sign. Feel free to contact our customer service or by filling out the form on our contact us page.

What if my sign is no longer covered by warranty?

If your warranty period has ended, we offer repairs for a nominal fee. Please fill up the form attaching some pictures and stating the reason why it needs a repair. After that, just wait for an approval before sending in your sign to our warehouse. You may deliver us your sign so we can do a technical diagnosis to see if we can still repair the sign. After inspection, we will come back to you with the solution and the fees you need to pay for the repair.

Shipping

What if my sign arrived damaged?

Please make sure to open the package within fifteen (15) days to check for any damage. Make sure to light up the sign to check if it’s properly working. If you find any damage, you may report it by scanning the QR code on the package. You can also reach us by filling out the form on the Contact Us page. In the dropdown select “Existing Order” and fill out the necessary information. You must attach proof by attaching photos and videos. Also, describe in the form the details so our customer service can provide you with a solution. You may choose to either replace the sign/accessory or provide you with a full refund. For some cases, we may need you to ship back the sign to us for technical diagnosis. For customized signs, solutions may differ depending on the case. We may offer a partial refund, replacement, or full refund.