Shipping Policy

NEONSIGNZ – SHIPPING & RETURN POLICY

NeonSignz (“we”, “us”) is the operator of https://www.neonsignz-shop.com .
By placing an order with NeonSignz, you agree to the terms and conditions below. These terms and conditions are designed to provide clarity and protection for both parties.

1. GENERAL

All products are subject to availability. We do our best to keep our inventory up to date. If an item is temporarily unavailable, we will contact you. You will then have the following options:

  • wait until the item is available again, or

  • (partial) refund for the undeliverable part of your order.

2. SHIPPING COSTS

Within the Netherlands and Belgium we ship for free , unless stated otherwise.
For deliveries outside these areas, additional shipping costs may apply; these are always shown before checkout.

3. RETURNS

3.1 Reflection period & standard webshop products

Returns are possible for standard webshop products .
Custom neon signs, personalized designs, and quote-based orders are not covered by the right of withdrawal.

The following conditions apply to returns of standard products:

  • Please register your return within 30 days of receipt.

  • Product is unused, undamaged and – if possible – in original packaging.

  • Return costs and return shipping are the responsibility of the customer.

After receiving and checking the return shipment, you will receive a confirmation.
Approved returns will be credited in the form of a voucher .
Any shipping costs from the original order will not be refunded.

3.2 Warranty & defects (no custom work)

For standard webshop items, you can submit a warranty claim in case of defects within 30 days of receipt.

  • You return the product at your own expense.

  • In the event of a valid warranty claim, we will reimburse these shipping costs.

  • We usually process warranty claims within 7 business days .

If approved, you can choose from:

a) refund via original payment method
b) store credit
c) replacement item (if available)

3.3 Custom neon signs

All custom neon signs are produced specifically to order.
These cannot be returned, modified or cancelled once production has started.

4. DELIVERY

4.1 Production & Shipping Time

The following generally applies to custom neon signs:

  • Production: 2-3 business days after payment

  • Shipping: 3–4 business days via parcel service (e.g. DHL Express)

Average total delivery time: 5–8 business days after payment.

For standard webshop items, the delivery times shown during checkout apply.

4.2 International Shipping

Delivery times outside the Netherlands/Belgium may vary per country and carrier.
At checkout we will show you a time indication – if available.

4.3 Order processing

Orders are typically shipped within 2 business days , except on national holidays or during exceptionally busy periods.

4.4 Change of delivery address

The delivery address can be changed as long as the order has not yet been shipped.
Please contact us as soon as possible.

4.5 Product temporarily out of stock

If an ordered item is not immediately available, we offer the choice between:

  • wait until the product is available again, or

  • (partial) refund.

4.6 Delivery time exceeded

If the estimated delivery time has been significantly exceeded, please contact our customer service so we can investigate this.

5. TRACK & TRACE

Once your order has been shipped, you will receive – if available – a track & trace link so you can follow the shipment via the carrier's website.

6. DAMAGED SHIPMENT

Is your package visibly damaged upon delivery?

  • We advise you to refuse the package and report this to us immediately.

  • If you only discover damage after receipt, take clear photos of the packaging and contents and contact us.

Together we will then determine the appropriate solution (replacement or compensation).

7. TAXES & IMPORT DUTIES

7.1 VAT

All prices shown for EU orders include VAT , unless otherwise stated.

7.2 Import duties & customs charges (paid by NeonSignz)

International orders may be subject to import duties, VAT, or customs clearance fees.
NeonSignz will fully cover these costs.

This means:

  • The customer will not receive any additional customs charges or invoices.

  • NeonSignz pays all import and customs clearance fees directly.

  • There will be no unexpected costs on top of the order.

If a package is returned due to incorrect address information, refusal or non-collection, return or reshipment charges may apply.

8. CANCELLATION OF CUSTOM-MADE

Do you want to change or cancel a custom neon sign?

  • This is only possible if production has not yet started.

  • Changes must be communicated within 24 hours of approval .

Once production has started, orders cannot be cancelled or modified without charge.

9. INSURANCE & LOST SHIPMENTS

Shipments are insured – to the extent supported by the carrier – up to the value of the product.

9.1 Damaged during transport

Once a damage claim is confirmed by the carrier, we will provide a replacement or refund .

9.2 Lost package

When a shipment is officially declared lost, you will receive a replacement product or refund .

10. CUSTOMER SERVICE

Do you have questions about shipping, returns, warranty or your order?
You can reach us via:

📧 info@neonsignz.nl

We are happy to help you.