Politique de remboursement

Returns Policy

All our neon signs are custom-made to order. Because of their personalized nature, we cannot accept returns or exchanges for change-of-mind reasons.

Quality Guarantee

If your sign arrives damaged, defective, or doesn't match your approved design proof, please contact info@goodvibeneon.com within 7 days of delivery with clear photos and a short video. We will work with you to repair, replace, or refund the affected sign — final resolution is determined on a case-by-case basis depending on the source of the fault.

Right to Cancel (EU Customers)

Under EU consumer law, you have the right to cancel a non-personalized order within 14 days of delivery without giving a reason.

This right does NOT apply to:

  • Custom-made / personalized neon signs (per EU Directive 2011/83/EU, Article 16(c))
  • Products altered or used after delivery

This policy does not affect your statutory rights. For statutory cancellations on non-personalized items, please email info@goodvibeneon.com with your order number.

Order Cancellation

Because every sign is custom-made to your specifications, production begins shortly after we receive your design approval. Once payment is confirmed and the design proof is approved, orders cannot be cancelled or refunded.

If you need to make changes to your design, please reply to your order confirmation email within 12 hours and before design approval — we will do our best to accommodate.

24-Month Warranty

Every Good Vibe Neon sign comes with a 24-month warranty covering all components, including LED tubing, controllers, transformers, acrylic backing, and cabling, against manufacturing defects under normal indoor use.

The warranty does not cover:

  • Damage caused by improper installation, modification, or misuse
  • Outdoor or wet-area use (our signs are designed for indoor use only)
  • Normal wear and tear
  • Damage occurring during third-party installation or uninstallation

Hard-Wired & Professionally Installed Signs

Good Vibe Neon does not cover labour costs for installing or uninstalling a sign. If a fault is suspected on a hard-wired sign, we will request diagnostic photos and a video; if the issue is confirmed to be a manufacturing defect within the 24-month warranty period, we will replace or repair the sign. Costs associated with re-installation by a third-party electrician are the customer's responsibility.

Returns Procedure & Damaged in Transit

Reporting Window

Please contact info@goodvibeneon.com within 7 days of delivery if your sign arrives damaged, defective, or differs from your approved design proof. Reports made after the 7-day window may not be eligible for replacement under our quality guarantee.

Required Information

  • Order number
  • Clear photo(s) showing the damage or defect
  • A short video showing the issue (especially for electrical defects)
  • Photos of the outer packaging and shipping label if damaged in transit

Both photos and a video are required for diagnostic purposes — without both, our ability to resolve the issue will be limited.

Resolution

Once we have received all required information, we will reply within 1 business day (Mon–Sat, GMT+8) and arrange one of the following:

  • Repair: free-of-charge for issues covered under our 24-month warranty
  • Replacement: produced and shipped as soon as possible after approval
  • Refund: full or partial, depending on the source of the fault — we'll confirm the timeline before processing

If a return is required, the faulty item must be returned in its original packaging within 14 days of our return authorization. Return shipping costs are covered by Good Vibe Neon when the fault is on our side.

Note: the delivery date is the courier delivery date shown in your tracking email.

Refund

  • Refunds are issued after we receive and inspect the returned item (when a return is required) or after the fault is verified via photos/video (when a return is not required).
  • Once approved, refunds are processed within 3 business days from our side. The funds typically appear in your original payment account within 3–10 business days, depending on your payment provider and bank.
  • The actual amount received may differ slightly from your original payment due to exchange rate fluctuations between your bank and our payment processor.

Contact Information

Email: info@goodvibeneon.com
We reply within 1 business day (Mon–Sat, 9:00–18:00 GMT+8).