Refund And Cancellation Policy

Order Cancellations:

Since we sell made-to-order products, we cannot modify the design or cancel orders once the production process is initiated (This includes the pre-designed Products in the Website shop section). However, a customer can cancel or modify the design of the product/sign purchased within 4 Hours only from the time of purchase. (Please Note: If a customer opt to use the Rush order service but later decides to cancel their order/request changes, they must do so within one Hour of making the purchase).

Beyond the time-frame mentioned above, the order and design is deemed to be final and cannot be canceled.

You will be required to send an email with the subject line "Cancel Order <Order Number>" to hello@crazyneon.com within 4 Hours of ordering in order to be eligible for cancellation and refund.

Kindly note, 

• We do not cancel custom orders with pre-approved designs, you can modify the design as per your requirements as many times as you wish before the initiation of the production process.
• After the refund is processed it may take up to 8 - 10 business days to reflect in your account.

To start a return/replacement/refund request contact us at hello@crazyneon.com

Orders on Hold Due to Customer Dependency

If an order is placed but cannot proceed due to missing information or required inputs from the customer, such as a high-resolution image, reference material, design approval, or any other essential input, our team will attempt to follow up at least 4 to 5 times via email, phone, or other available communication channels at regular intervals for up to 90 days.

If the customer does not respond with the necessary information, the refund window will be permanently closed after 90 days from the order date. No cancellations or refunds will be allowed beyond this period.

However, we remain committed to fulfilling the original order. If the customer responds even beyond 90 days with the required inputs and the order specifications remain unchanged, we will still honor the order. Production timelines will be communicated accordingly.

Missing or Damaged Items Complaints

To ensure a smoother and faster resolution of any missing or damaged item complaints, we require an unboxing video and pictures of the package received. These videos and pictures should clearly show the condition of the package as it is being opened, as well as a detailed view of the items received. If the package received is damaged, punctured, or bent from any side or corner it is advisable to take clear pictures/videos before opening the box.