Refund policy
Returns
For eligible non-customized neon signs purchased from our store, we accept return requests within 90 days of receipt, provided that the product has not been used, the packaging is intact, and the item is eligible for return under this return policy.
To be eligible for a return, the item must be in the same condition as received, unused, undamaged, and in its original packaging. You will also need to provide your order number, receipt, or proof of purchase.
Please note that standard return requests apply only to non-customized products. Custom or personalized products are not eligible for return or exchange unless they arrive damaged, faulty, or incorrect due to our error.
To request a return, please contact us at sales@iineon.com. Once your return request has been reviewed and accepted, we will send you return instructions, including the correct return address.
Please do not send your item back before contacting us. The return address may vary depending on your location and product type. Items sent back without prior approval may not be accepted.
You can always contact us for any return-related questions at sales@iineon.com.
Return Shipping Costs
If the return is due to personal reasons or customer remorse, such as “I no longer need it,” “I ordered the wrong item,” or “I do not like it anymore,” the customer will be responsible for the actual return shipping cost.
For returns due to personal reasons, the following costs are also the customer’s responsibility and are non-refundable:
- Original shipping fees
- Customs duties
- Import taxes
- Remote area fees
- Carrier surcharge fees
- Other shipping-related or customs-related charges
If the order included free shipping, the actual original shipping cost may be deducted from the refund for returns due to personal reasons.
If the return is caused by our error, such as sending the wrong product or a verified product defect, we will provide the appropriate return or replacement solution after reviewing the issue.
Damaged, Faulty, or Incorrect Products Upon Arrival
Please inspect your order immediately upon delivery.
If your product arrives damaged, faulty, or incorrect, you must contact us at sales@iineon.com within 48 hours of delivery.
Please provide clear photos or videos showing:
- The issue with the product
- The full product
- The outer packaging
- The shipping label on the package
This helps us verify whether the damage occurred during production or shipping.
Shipping damage, visible defects, or incorrect items reported more than 48 hours after delivery may not be accepted as arrival-related claims.
Please note that this 48-hour reporting period applies to shipping damage, visible defects, incorrect items, or other arrival-related issues. Product performance issues that occur later under normal use will be handled under our 24-month warranty policy.
We are not responsible for damage caused by misuse, improper installation, accidental damage, unauthorized modifications, improper storage, or other human-related errors. We reserve the right to decline responsibility in such cases.
If the issue is verified, we will provide a replacement product or another appropriate solution free of charge. No restocking fees will apply for defective products that meet our return or replacement conditions.
Accessories Policy
Missing or faulty accessories such as power adapters, dimmers, remote controls, hanging kits, or other accessories do not qualify the entire product for return.
If any accessory is missing or faulty, please contact us with details and photos where applicable. After verification, we will send replacement accessories at no additional cost.
This policy does not affect your warranty rights for the main product.
24-Month Warranty
We offer a 24-month warranty on all our products.
If your product breaks or stops working during the warranty period under normal use, please contact us at sales@iineon.com, and we will repair or replace it free of charge.
The warranty does not cover damage caused by misuse, improper installation, accidental damage, unauthorized modifications, improper storage, or water damage to non-waterproof products.
Please note that the 24-month warranty applies to product performance issues under normal use. Shipping damage or arrival-related issues must be reported within 48 hours of delivery.
Order Cancellation
After your order has been placed, you have 24 hours to contact us at sales@iineon.com to request order modifications or cancellation.
If cancellation is requested after 24 hours and design work, material preparation, production, or order processing has already started, a 30% handling fee may be deducted from your refund, and 70% of the order amount will be refunded.
For custom or personalized orders, once production has started, cancellation may not be available depending on the production status.
This cancellation fee does not apply if the cancellation is caused by our inability to fulfill or ship the order as promised.
Custom and Personalized Products
All personalized custom products — including products with custom text, images, logos, specific colors, custom sizes, special shapes, specific contour designs, or other personalized requirements — are considered made-to-order personalized products.
These products are non-refundable and non-exchangeable, unless they arrive damaged, faulty, or incorrect due to our error.
Please make sure all order details, including text, logo, size, color selections, and design requirements, are correct before placing your order.
Once we receive your order, we may begin design work, material preparation, production, and shipping arrangements as soon as possible. Thank you for your understanding and support.
Unauthorized Returns
Returns sent without prior approval may not be accepted.
Please contact us at sales@iineon.com before sending any product back. We will review your request and provide the correct return instructions and return address if your return is accepted.
We are not responsible for items returned to an incorrect address or returned without prior authorization.
Refunds
We will notify you once we have received and inspected your return, and we will let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank, credit card company, or payment provider to process and post the refund.
For returns due to personal reasons, return shipping costs, original shipping fees, customs duties, import taxes, remote area fees, carrier surcharges, and other shipping-related or customs-related charges are non-refundable.
If more than 15 business days have passed since your refund was approved, please contact us at sales@iineon.com.