Because all of our products are made to order, we are unable to modify designs or cancel orders once the production process has begun. This applies to both custom designs and pre-designed products listed in our shop.
You may, however, request a cancellation or design modification within the following timeframes:
Standard orders: within 4 hours of placing the order
Rush orders: within 1 hour of placing the order
After these time limits, the order and design are considered final and cannot be changed or cancelled.
To cancel your order, please send an email to hello@brightneon.co.uk with the subject line: “Cancel Order [Your Order Number]” within the applicable timeframe.
Please note:
Orders with pre-approved designs cannot be cancelled after approval. You are welcome to modify your design as many times as needed before production begins.
Once your refund has been approved and processed, it may take 8–10 business days to appear in your account.
Returns
We offer a 21-day return window for ready-made products that are found to have faults or defects upon receipt. Products must be returned in their original condition and packaging.
Custom or made-to-order signs — designed to your specific requirements — are not eligible for return. However, if your custom sign has a manufacturing defect, we will work with you to repair or replace the item after inspection.
Replacements & Refunds
All BRIGHT NEON® products are quality-checked before dispatch. In the unlikely event that a manufacturing defect occurs, we will provide a replacement or suitable resolution as per our Warranty Policy.
The outcome, including any refund for product or shipping costs, will be determined case by case in line with our warranty guidelines and at the discretion of BRIGHT NEON®.
To request a return, replacement, or refund, please contact us at hello@brightneon.co.uk.
Orders on Hold Due to Customer Dependency
If your order cannot progress because we are waiting on information or approval from you (e.g. high-resolution logo, reference material, or design confirmation), our team will reach out 4–5 times over a 90-day period via email or phone.
If we do not receive the required details within 90 days from the order date:
The refund window will close permanently
No cancellations or refunds will be possible
However, if you later provide the required details (even after 90 days) without changing the order specifications, we will still honour and produce your order. Updated timelines will be provided once production resumes.
Missing or Damaged Items
To resolve any issues efficiently, we require an unboxing video and photos of the received package. These should clearly show:
The condition of the outer packaging before opening
The process of unboxing
The received items in detail
If the parcel appears damaged, punctured, or bent, please take clear photos or videos before opening. This evidence is essential for claims with our courier and insurance partners.
We only issue replacements once the provided proofs have been verified by our team. Please note:
Refunds are not issued for manufacturing defects, lost, or damaged products.
We will provide fair and prompt assistance and may send a new replacement to ensure full customer satisfaction.
For further details, please refer to our Warranty Policy and Shipping Policy.
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