Refund Policy

At Neon City Sign Co., we strive to provide you with high-quality neon signs and exceptional customer service. We understand that sometimes issues may arise, and we want to make sure you have a clear understanding of our refund policy. Please read the following guidelines carefully before making a purchase:

  1. Damaged Items If your neon sign arrives damaged, we apologize for any inconvenience caused. In such cases, we will gladly replace the damaged item at no additional cost to you. To initiate a replacement process, please follow these steps:

    • Take clear photographs of the damaged sign and its packaging.
    • Email the photos to within three (3) days of receiving the product.
    • Our customer support team will review your claim and respond to you promptly with instructions on the replacement process.
  2. Custom Products As our custom neon signs are specifically designed according to your preferences, we do not offer refunds for custom-made products. Before proceeding with a custom order, please ensure that all specifications and details are accurate.

  3. Non-Custom Products For non-custom neon signs, we offer a 15-day refund policy. If you are not satisfied with your purchase for any reason other than damage, you may request a refund within 15 days from the date of delivery. Please note the following steps for processing a refund:

    • The neon sign must be in its original condition and packaging.
    • Send an email to with the subject line "Refund Request" before the 15-day period expires.
    • In the email, include your order number, the reason for the refund request, and any relevant photographs if applicable.
  4. Return Shipping In case of a non-custom product refund, you will be responsible for shipping the neon sign back to our facility at the following address:

    Neon City Sign Co. 1300 Mt Read Boulevard Rochester, NY 14606

    Please ensure that the item is securely packaged to prevent any damage during transit.

  5. Refund Processing Once we receive the returned neon sign and verify its condition, we will proceed with the refund. Refunds will be issued to the original payment method used for the purchase and may take 5-7 business days to reflect in your account.

  6. Contact Us If you have any questions or need further assistance regarding our refund policy, please don't hesitate to reach out to our customer support team at

Please keep in mind that this refund policy is subject to change, and the terms and conditions in effect at the time of your purchase will apply. We encourage you to review this policy regularly for any updates.

Thank you for choosing Neon City Sign Co., and we look forward to brightening up your space with our dazzling neon creations!