ORDER CANCELLATION

Before going through the cancellation process, review the cancellation and refund policy under Consumer Contracts Regulations.

What does our FAQ say about the Cancellation Policy?

Returns/Cancellation

For fully custom/bespoke pieces we can't accept cancellations or returns after the payment due to a change of mind, unfortunately, as all pieces are hand-made to order. All sales are final once placed on site. If your piece is faulty or has any error, of course, we can accept a return or replacement for you.

For pre-set designed signs, we can accept a return within 14 days of the receipt of the product, unused and in the same condition and packaging as when it was first received.

In the very unlikely case of your piece arriving broken or faulty, you have 7 days from the day of tracked delivery to let us know via email at support@neonbeach.com and we will deliver a replacement free of charge.

We offer a 12-month guarantee on all pieces, so if your piece breaks or stops working in any way during this period just let us know and we will replace it free of charge!

Common Cancellation Reasons

1. Changed mind / Personal Reason

2. Incorrect Specs (size, design, colour, etc)

3. Not willing to wait

4. Duplicate Order

5. Size Upgrade Issue / Cut Sign - Not happy to proceed

Cancellation Work Flow

Before cancelling the order, make sure to understand the main reason why the customer would like to cancel the order. Save the order if necessary.

Cancelling Order Through Shopify

Only unfilled orders can be cancelled. Fulfilled can only be refunded.

1. Locate the order. Click the MORE ACTIONS drop-down then click CANCEL ORDER.

2. A window pops up that gives you an option of whether to refund the order or not. Always select the correct reason for cancellation. And lastly, tick the send notification box before clicking the CANCEL ORDER button.