REFUND POLICY

Due to the custom-made nature of our neons, we cannot refund custom products and limited edition installations.

We will, however, replace or repair any item that arrives damaged due to damage in transit. 

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PROCESS FOR RETURNS
Should a product arrive damaged due to damage in transit.  Neon Studio will replace or repair the item pending the below requirements are met.

If the Goods arrive to the Buyer in a damaged state, the Buyer is required to notify the Seller within 72 hours in writing including photography or video evidence of the damage to the Goods and associated packaging. Failure to comply with this request and timeframe will void the Seller obligations.

Neon Studio will lodge an investigation with the courier to confirm the damage that occurred during transit.

Neon Studio will not refund any payments or accept any returns for Custom Order Products. When feasible Neon Studio will send an identical replacement of your product. 

CUSTOM DESIGNS
The Buyer will approve a Final design before being created. Due to the custom nature of our signs a 5% variance from the design is allowed. Special requests such as power cord placements or extensions can be requested and our Engineers will attempt to accommodate these requests. The final decision will be made by the Head Engineer on the day and from time to time these requests may not be feasible. 

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CHANGE OF MIND
Once a sign has been paid Neon Studio starts creating the sign within 3-hours.  If a change or cancellation to a sign is requested to a sign after the materials have been cut a change or cancellation fee of $180 may apply. 

DEFECTS:
Due to the hand-designed nature of the Goods, they can be subject to variations and slight discolorations and glue due to the hand-made manufacturing process. Some variations in colour can also occur as a result of the computer screen and printer calibration. The Buyer acknowledges that these variations and discolourations are not a fault of the Products and accepts the potential of such occurrence.

The Buyer shall inspect the Goods on delivery and shall within seventy-two (72) hours of delivery notify the Seller in writing of any alleged defect, shortage in quantity, damage or failure to comply with the description or quote. The Buyer shall allow the Seller an opportunity to inspect the Goods within a reasonable time following delivery. If the Buyer shall fail to comply with these provisions the Goods shall be conclusively presumed to be in accordance with the terms and conditions and free from any defect or damage.

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I RECEIVED MY ITEM BUT I THINK IT MIGHT BE DAMAGED?

Sparkles of light strives for top customer service. If you would like to issue a claim for a defect, please email us at infos @sparklesoflight.com within 24 hours of receiving your order. Submit your name, order number,  the item name, a description of your damage and a picture.  This information must be submitted via email only! Your repair will be authorized within 48 business hours. If any of the required information is not provided, this will delay the process.

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CANCELLED ORDER

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CHANGE OF MIND
Once a sign has been paid Sparkles of light starts creating the sign within 3-hours.  If a change or cancellation to a sign is requested to a sign after the materials have been cut a change or cancellation fee of $180 may apply.

We reserve the right to cancel any order at anytime for any reason.

You may cancel an order within 2 hours of placing your order. You must provide your first and last name as well with your order number or forward your order confirmation.

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Custom Neon Sign Refund Policy

We do not provide refunds once your custom neon sign item begins production. We are not responsible for any spelling mistakes, please double check for any spelling errors before and after placing your order. NO EXCEPTIONS. Please email us within 12 hours (this is your window time) after placing your order at info@sparklesoflight.com

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