Return and Refund

If you receive the goods and encounter any of the following issues, we will promptly address and resolve them:
1. Product defects
2. Insufficient product quantity
3. Product damage
4. Inconsistent with description or quotation
5. Missing accessories

For the above issues, we will assess them based on the source of the problem, and NeonSigns.Ca will decide on the appropriate solution according to the actual situation. Therefore, please quickly inspect the product for any damage upon receipt.

1. Before signing, make sure the carrier has recorded the damage.
2. We recommend that you open and inspect the custom neon sign package upon receipt. Please carefully document any issues and inform us promptly.
Please be sure to send the following information via email to info@bps.com:   
- Clear photos of the damaged sign   
- Clear photos of the outer packaging and the damaged areas   
- Clear photos of the shipping label on the outer packaging

We will process your complaint as soon as possible and arrange for replacement within 30 days after the sign is delivered. Damages or malfunctions beyond this period will not be covered by the return and refund policy, and will not be within the warranty coverage. 

If the LED neon sign is not working or has other issues, please feel free to contact us for support through info@bps.com or our customer service team! Please inform us of the specific reasons and attach a short video and photos of the sign. We will find a solution for you.
Please provide a complete operation video following the process below:
Start filming from the power plug-in—go to the controller—then align the remote control with the controller—finally film the sign.

1. All NeonSigns.Ca products enjoy a 24-month warranty period for quality. Please note that indoor signs are not suitable for outdoor or damp use. Improper use will void the warranty. The handling of defective signs will be jointly decided by NeonSigns.Ca and the purchaser based on the source of the problem.
2. We provide a 24-month material and workmanship guarantee for all signs. If there is any loosening of cables or similar issues, please notify us immediately for replacement. However, damages caused by intentional or accidental impact/damage are not covered by the warranty.
3. The warranty coverage for hard-wired signs and sign installation does not include any costs incurred due to installation and/or removal of the sign. For signs that have been hard-wired by electricians, we will determine whether their malfunction falls within our 36-month warranty coverage. If a sign malfunctions, we will request photos and videos for diagnosis.
Please provide a complete operation video following the process below:
Start filming from the power plug-in—go to the controller—then align the remote control with the controller—finally film the sign.

If you have any other questions, please feel free to contact us. We will be dedicated to assisting you.

If the user cancels an order after payment confirmation of the artwork but before production, we shall refund all payments made by the user, including delivery charges (excluding additional charges incurred due to the chosen delivery method differing from the affordable standard delivery method provided by us), without undue delay. 

Unless otherwise agreed with the user, we will use the same payment method used in the original transaction for the refund; in any case, we will not charge any fees for the refund.