Returns, Cancellations and Refunds Policy
What happens if you cancel, change your mind, or receive a faulty or incorrect item.
Most Neon Motive signs are made to the customer’s specifications. Change-of-mind rights for personalised goods differ by country, while rights for faulty, damaged, incorrect or misdescribed goods remain protected.
5.1 Cancellation before production
Contact us immediately if you want to cancel. Before proof work or production has begun, we will normally cancel and refund the order. If bespoke design work has already been completed but production has not begun, we may deduct a reasonable, previously disclosed design fee or non-recoverable payment cost only where permitted by law.
We will not begin production until the required proof has been approved.
5.2 Cancellation after proof approval or production start
After proof approval or production start, a custom order cannot normally be cancelled or returned merely because the customer changed their mind, selected the wrong size, misspelled approved wording or no longer needs the item. This reflects the personalised nature of the product and does not limit rights relating to faults, damage, incorrect manufacture or a product that does not match the approved specification.
5.3 Non-custom accessories
Where a standard, non-personalised accessory is eligible for a change-of-mind return, the product page and country-specific policy will state the return period, condition requirements, return address and responsibility for return shipping.
5.4 Faulty, damaged, incorrect or misdescribed items
If an item is faulty, arrives damaged, is incorrect or materially differs from the approved specification, contact us promptly with the order number and clear photographs or video. Covered manufacturing faults and lights that stop working under normal use may be reported during the two-year warranty period.
We will assess the issue and provide the remedy required by applicable law, which may include troubleshooting, repair, a replacement component, remake, price reduction or refund. If a physical return is required, obtain return authorisation first and use tracked shipping so the parcel can be matched to the claim.
5.5 Refund method and timing
After an authorised return is received, we inspect it and confirm the approved remedy. We initiate an approved refund to the original payment method within seven business days after receipt and approval following inspection. The bank or card provider may take additional time to display the funds.
5.6 Consumer rights by market
EU and UK customers generally have a cooling-off right for distance purchases, but goods made to order or clearly personalised are commonly excluded; statutory rights for faulty goods remain. Australian consumer guarantees cannot be excluded. Canadian rules can differ by province or territory. Japanese online shopping generally follows the seller’s disclosed return terms rather than a general cooling-off regime. South African, UAE and US customers retain the mandatory rights that apply to the transaction.
5.7 Return authorisation, address and costs
Contact ecomminvest80@gmail.com before sending an item. The operational return address is 43 Hyacinth Close, Corporate Park, Magnavia, Polokwane, Limpopo, 0699, South Africa. Include the return authorisation reference and provide the tracking number after dispatch. Unauthorised parcels may take longer to identify and inspect.
Custom and personalised products are not accepted for a buyer’s-remorse or change-of-mind return after proof approval or production begins. This defective-only restriction does not limit mandatory rights for faulty, damaged, incorrect or misdescribed goods. For an accepted defect claim, we will provide or reimburse reasonable standard tracked return shipping where required by law; otherwise the return instructions will state who pays before the parcel is sent.