Refund policy
We have a 14-day return policy for the products from our product catalog, which means you have 14 days after receiving your item to request a return. On customized products we unfortunately can't offer refunds for products without eligible quality issues.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and pay the shipping costs for returning the product/s since we do not offer free shipping for returns.
Some of the neon sign images posted are for illustration purposes. Due to the hand rendered nature of the Goods, they can be subject to variations and slight discolourations. The mockups are created for a standardized size. Because of this, the proportions, small font details, and the spacing between the letters may differ slightly from the image shown. The colors shown in the mockup pictures may not correspond 100% to the finished product due to variations that occur as a result of the computer screen and printer calibration and different browsers. The Buyer acknowledges that these variations and discolourations are not a fault of the Products and accepts the potential of such occurrence.
To start a return, you can contact us at info@neondreams.ch Or use the Service from ShipInsure if you purchased the insurance when you bought the product. If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@neondreams.ch.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 48 hours after receiving your item to report any damages or issues with the product to us and the shipping company.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Shipping costs
Please be aware that you have to pay for the shipping costs to one of our sites (Basel CH or Miami USA).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.