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Refund Policy

We always strive to bring our customers complete satisfaction when shopping at NeonCheer, which is why we offer a 30-day return policy. This means you have 30 days from the date of receiving your order to request a return or support.

To be eligible for a return or refund, please carefully review our detailed policy below.

1. Cases Eligible for a Full Refund

  • Incorrect Quantity Ordered: You will be immediately refunded for any mistaken quantities. For example, if you intended to order only one item but mistakenly ordered two, we will process a refund for the extra item right away. Simply send an email to supportneoncheer@gmail.com.

  • Lost Order During Shipment: If your order is unfortunately lost during transit, regardless of the reason, we will issue a full refund for the amount you paid.

  • Severe Delay: In rare cases where our warehouse operations are heavily disrupted (by natural disasters or unexpected logistics issues) and your order cannot be produced or shipped within 30 days of the order date, we will proactively contact you and issue a full refund.

2. Cases Eligible for a Free Product Replacement

In certain situations, instead of a monetary refund, NeonCheer will immediately send you a brand-new replacement product to resolve the issue. You will not incur any additional costs, and there is no need to return the original product. These cases include:

  • Manufacturing or Printing Errors: If the product you received has incorrect design details, such as the wrong color, font, or content compared to your approved mockup or the images displayed in our store. (Note: Slight color variations may occur depending on your screen settings or camera lightning).

  • Product Damage During Transit: If your neon sign arrives broken, damaged, or defective upon opening. To ensure a smooth resolution, please record a quick video of your unboxing process as proof.

  • Wrong Product Sent: In rare instances during high-volume seasons, if we mistakenly ship the wrong item, we will immediately send the correct one to you.

3. Non-Refundable and Non-Returnable Cases

  • Unsuccessful Delivery Due to Customer Absence: According to courier policies, it is mandatory to provide correct contact details. If the shipping carrier cannot reach you after multiple attempts, the package may be returned to the warehouse or destroyed. In such cases, the fault lies with the customer, and we decline any refund requests.

  • Damage Caused by Misuse: If the product is damaged due to dropping, short-circuiting (using the incorrect power supply), or exposure to moisture/water (for non-waterproof indoor signs), we cannot offer a refund or replacement.

  • Delivered Status but Missing Package: Once the shipping company provides delivery confirmation (with tracking data or images), if you cannot locate the package, we will assist you in tracking it down or contacting the local courier. However, we do not issue refunds for stolen or missing packages after successful delivery.

How to Start a Request?

If you encounter any issues with your order, please do not hesitate to reach out to us first so we can find the best solution for you.

We highly value and respect our customers, and our team is always dedicated to resolving any problems promptly. However, NeonCheer strictly prohibits and will take legal measures against any fraudulent, baseless, or fabricated refund claims aimed at exploiting our system.

Thank you for choosing NeonCheer to light up your passion!