Refund policy
Return & Warranty Policy
Return Policy
United States
Stock Items
We offer a 7-day return window for in-stock, non-custom products, beginning from the date you receive your order.
To qualify for a return, items must be in pristine, unused condition with all original packaging, protective materials, hardware, and documentation intact.
Original proof of purchase (order number, receipt, or invoice) is required for all returns.
The customer is responsible for all return shipping costs, insurance, and proper packaging to ensure the item arrives safely.
We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot process refunds for items damaged during return shipment.
A 15% restocking fee may apply to all returns of stock items.
Custom Orders
All custom LED neon signs and personalized designs are made-to-order specifically for you and are strictly non-refundable.
This includes, but is not limited to:
- Signs with custom text or wording
- Custom logo recreations
- Personalized designs
- Custom shapes and sizes
- Signs with specialized colors or features
We take great care to confirm all design details before production to ensure your complete satisfaction.
European Union (EU)
Consumer Right of Withdrawal
In accordance with EU Consumer Rights Directive 2011/83/EU, EU customers have a 14-day cooling-off period (right of withdrawal) from the date you receive your order for in-stock, non-custom products.
Important Notes:
- You may return products without providing a reason during this 14-day period
- To exercise your right of withdrawal, you must inform us via email at hello@meonneon.com with your order number
- You must return the goods within 14 days of notifying us of your withdrawal
- Items must be in original condition with all packaging intact
- You are responsible for the cost of return shipping unless the product is defective
- We will refund all payments received from you, including standard delivery costs, within 14 days of receiving the returned goods
Custom Orders Exception
Custom-made products (including personalized LED neon signs with custom text, logos, colors, or designs) are excluded from the right of withdrawal under Article 16(c) of the Consumer Rights Directive as goods made to your specifications.
Defective Products
If your product arrives damaged or defective, EU consumers have the right to a repair, replacement, price reduction, or full refund under the Consumer Sales and Guarantees Directive. We will cover all return shipping costs for defective items.
Country-Specific Notes
- Germany: Customers benefit from additional protections under German Civil Code (BGB §312g)
- France: Délai de rétractation of 14 days applies to all non-custom purchases
- UK (Post-Brexit): UK customers enjoy similar 14-day rights under UK Consumer Rights Act 2015
Canada
Stock Items
Canadian customers have a 30-day return window for in-stock, non-custom products from the date of delivery, in accordance with general Canadian consumer protection standards.
Provincial Variations:
- Quebec: Consumers benefit from additional protections under the Quebec Consumer Protection Act
- British Columbia: BC customers have rights under the Business Practices and Consumer Protection Act
- Ontario: Protections under the Ontario Consumer Protection Act apply
Return Requirements:
- Items must be unused and in original packaging
- Proof of purchase required (order number or receipt)
- Customer responsible for return shipping costs unless product is defective
- 15% restocking fee may apply to non-defective returns
Custom Orders
Custom LED neon signs and personalized products are non-refundable except in cases of manufacturing defects or if the product does not match the approved design specifications.
Defective Products
If your product arrives damaged or defective, we will cover all return shipping costs and provide a full refund or replacement at no additional charge.
Australia
Consumer Guarantees
In accordance with the Australian Consumer Law (ACL), Australian customers are entitled to consumer guarantees that cannot be excluded:
- Products must be of acceptable quality
- Products must match their description
- Products must be fit for the purpose disclosed
Return Rights:
- Major Failure: If there is a major problem with the product, you can choose a refund, replacement, or repair
- Minor Failure: For minor problems, we can choose to provide a repair or replacement
Timeframe: Australian customers have 30 days from delivery to notify us of any issues with stock items. For custom items, you must notify us within 14 days of delivery if the product does not match approved specifications or has defects.
Return Process for Non-Defective Items
For stock items without defects:
- 30-day return window from delivery
- Items must be unused in original packaging
- Customer pays return shipping
- 15% restocking fee applies
Custom Orders
Custom products cannot be returned unless:
- The product does not match your approved design proof
- There is a manufacturing defect
- The product has a major failure under ACL
Our Commitment
Under Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
General Return Process (All Regions)
How to Initiate a Return
-
Email hello@meonneon.com within the applicable return window with:
- Your order number
- Photos of the item in its current condition
- Reason for return
- Your country of purchase
-
Wait for Approval: Our team will review your request within 2 business days (excluding weekends and holidays)
-
Return Authorization: If approved, we'll provide:
- Return shipping address
- Return authorization number (if applicable)
- Any additional instructions
-
Ship the Item:
- Clearly mark your order number on the outside of your package
- Use trackable shipping with insurance
- Ship within the timeframe specified for your region
Refund Processing
- Inspection: Once we receive and inspect your return, we'll email confirmation within 2 business days
-
Processing Time: Approved refunds will be processed within:
- US: 5-7 business days
- EU: 14 days (as required by law)
- Canada: 7-10 business days
- Australia: 7-10 business days
- Refund Method: Refunds issued to original payment method
- Bank Processing: Your financial institution may require additional time (typically 3-10 business days)
Exchanges
We do not process direct exchanges. For fastest service:
- Return the unwanted item for a refund
- Place a new order for the desired item
Cancellations
- Stock Items: Can be canceled before shipping for a full refund
- Custom Orders: Cannot be canceled once production has begun (typically 24-48 hours after design approval)
- How to Cancel: Email hello@meonneon.com immediately with your order number
Warranty Policy
At Meon Neon, we stand behind the quality of our products and workmanship. We offer comprehensive warranty coverage to ensure your complete satisfaction and peace of mind.
LED Neon Signs Warranty
Coverage Period: 2 years from date of purchase (all regions)
What's Covered:
- LED component failure
- Power supply malfunction
- Backing material defects
- Manufacturing defects in materials and workmanship
- Weather sealing failures (for outdoor-rated products)
Alternative Signage Warranty
Coverage Period: 3 years from date of purchase
Products Covered:
- Lightboxes
- Backlit signs
- Channel letter signs
- Dimensional signage
- Other large format signage
What's Covered:
- LED component failure
- Electrical component malfunction
- Structural defects
- Manufacturing defects in materials and workmanship
- Weather sealing failures (for outdoor-rated products)
Warranty Coverage Details
What Is Covered
- Defects in materials and workmanship under normal use
- Premature LED failure or significant dimming (more than 30% brightness loss)
- Power supply or electrical component failure
- Weather sealing failures on outdoor-rated products
- Installation hardware defects (when installed by Meon Neon Representative)
What Is Not Covered
- Damage caused by misuse, abuse, or negligence
- Damage from electrical surges, lightning, or power fluctuations
- Normal wear and gradual dimming over time
- Damage from accidents, vandalism, or acts of nature
- Modifications or repairs performed by unauthorized parties
- Damage caused by improper installation (customer-installed products)
- Physical damage from impact or environmental factors beyond normal weather exposure
- Cosmetic damage that doesn't affect functionality
Regional Warranty Notes
European Union
EU customers benefit from the Legal Guarantee of Conformity which provides a minimum 2-year guarantee for goods. If your product develops a fault within this period, we will repair or replace it free of charge. This legal guarantee is in addition to (not instead of) any manufacturer warranty.
Australia
This warranty is in addition to the consumer guarantees provided under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this warranty excludes, restricts, or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by any statute which cannot be excluded, restricted, or modified.
Canada
Canadian consumers may have additional rights under provincial consumer protection legislation. This warranty does not affect your statutory rights.
Warranty Claim Process
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Contact Us: Email hello@meonneon.com or call (720) 593-8389 with:
- Your order number or purchase receipt
- Photos or video of the issue
- Description of the problem
- Date the issue was first noticed
- Your country/region
-
Assessment: Our technical team will review your claim within 2 business days and may request additional information or troubleshooting steps
-
Resolution: If your claim is approved, we will:
- Repair the defective component
- Replace the defective product
- Provide a full refund (at our discretion)
- Cover all shipping costs for warranty replacements
-
Turnaround: Most warranty repairs or replacements are completed within 7-10 business days from approval
Professional Installation Warranty
When you choose our professional installation service, we provide an additional 1-year warranty on the installation workmanship, covering:
- Mounting security and integrity
- Electrical connections
- Weather sealing (outdoor installations)
- Proper functionality verification
Warranty Registration
While not required, we recommend registering your product within 30 days of purchase to ensure the fastest warranty service. Registration can be completed by emailing hello@meonneon.com with your order details and installation photos.
Extended Warranty Options
Extended warranty coverage is available for purchase at the time of order. Contact our team for pricing and extended coverage options.
Contact Information
For any questions regarding our return or warranty policies, please contact our customer service team:
Email: hello@meonneon.com
Phone: (720) 593-8389
Address: 8405 W 54th Place, Arvada, Colorado 80002
Business Hours:
- US Mountain Time: Monday-Friday, 9am-6pm MT
- We respond to international inquiries within 24 hours
Our team is here to ensure your complete satisfaction with your Meon Neon purchase. We're committed to making it right if anything goes wrong!
Policy Updates
This policy is effective as of the date of purchase and supersedes all previous warranty statements. Meon Neon reserves the right to modify this policy at any time, provided such modifications comply with applicable consumer protection laws in your jurisdiction. Current policy terms will apply to all future purchases.
Last Updated: December 2025
Language Versions
This policy is available in multiple languages for your convenience:
- English (primary)
- French (Français)
- German (Deutsch)
- Spanish (Español)
For translations or if you need this policy in another language, please contact hello@meonneon.com.
Dispute Resolution
EU Customers
EU consumers have access to the European Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/ for resolving disputes out of court.
All Customers
If you have a complaint or dispute that cannot be resolved through our customer service team, we are committed to working with you toward a fair resolution. Please contact hello@meonneon.com with "DISPUTE" in the subject line for priority handling.