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Yes. Cancellation of orders is only allowed for pre-made neon sign orders.
● 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.
● Customized neon signs (Custom Neon & HiScripts, HiLetters)
You cannot cancel your order once placed.
● 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.
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).
● Events and rental companies
● Orders above 800 USD or 900 CAD
There will be a processing fee unless defective or prohibited by law.
Yes. All items we sell come with a 1-year warranty.
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.
● 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.
Extension of warranty only applies to customized products (Custom Neon Signs, HiTube, and Hi360).
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.
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.
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.
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:
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.
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.
Fill out a quick form and our customer representative will get in touch with you soon.