Warranty, Returns, and Cancellations

Returns and Cancellation

Can I cancel my order?

Yes. Cancellation of orders is only allowed for pre-made neon sign orders. 

You may apply for cancellation if:

● You ordered a pre-made neon sign (HiPattern, Open Signs, and HiLetters)

● The neon sign was canceled within 6 hours of placing the order

● The order is not yet out for delivery

● If your purchase meets one of the requirements, you can receive a full refund. 

Orders you cannot cancel:

● Customized neon signs (Custom Neon & HiScripts, HiLetters)

You cannot cancel your order once placed. 

How can I cancel my order?

● You can cancel an order by filling out the form on our contact us page. 

● Select “Existing Order” in the form’s dropdown menu.

● Fill out the necessary fields. 

● Our customer service will contact you shortly.

Can I return my neon sign? 

Yes. 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 all our pre-made neon signs (HiPatterns, Open Signs, Premade HiScripts & HiLetters). 

The 30-day guarantee does not apply to:

● Events and rental companies

● Orders above 800 USD or 900 CAD

There will be a processing fee unless defective or prohibited by law. 

Warranty

Does HiNeon offer a warranty?

Yes. All items we sell come with a 1-year warranty. 

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 photos on our product pages. You may want to buy our sample color palette or our pre-made neon to see the actual color. 

Is the warranty extendable?

Extension of warranty only applies to customized products (Custom Neon Signs, HiTube, and Hi360). 

• For 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. 
• HiTube and Hi360 can be extendable for up to 5 years with 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 answering the form on our contact us page.

How can I report a damaged neon sign?

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. 

1. In the dropdown menu, select “Existing Order”.
2. Fill out the necessary information. 
3. Attach proof by adding photos and videos. 
4. Describe in the form why you are applying for our warranty. 
5. 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.

What if my sign is no longer covered by warranty?

Don’t worry! We offer repairs for a nominal fee if your warranty period has ended. Please take note that the repair is applicable for certain issues based on our assessment of your neon sign. 

Follow these steps so we can assist you further:

1. Answer the form on our Contact Us page.
2. Attach some videos or pictures of the product.
3. Write the reason why it needs to be repaired.
4. Wait for feedback before sending your sign to our warehouse.
5. You may deliver your sign to us so we can do a technical diagnosis to see if we can still repair the sign.
6. 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 open the package within fifteen (15) days to inspect for any damage. Make sure to turn on the sign to check if it’s properly lighting up and if all the other accessories are working. 

If you find any damage, you can report it by filling out the form on our Contact Us page. 

1. Select “Existing Order” in the dropdown menu. 
2. Fill out the necessary information. 
3. Attach proof by attaching photos and videos. 
4. Describe in the form the details so our customer service can provide you with a solution. 
5. You may choose to either replace the sign/accessory or provide you with a full refund. 

For some cases, you may need 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.

Learn more about the HiNeon shipping process.