Refund policy

Neonzing Return and Exchange Policy

I. Basic Rules for Returns and Exchanges

Scope of Application

This return and exchange policy only applies to neon light products purchased on the Neonzing website.

Conditions for Returns and Refunds

Goods from our own product line can be returned within 14 days after receipt if they have not been used or damaged. We do not accept returns or refund any customized Goods.
Additionally, For products with quality problems, we will make every effort to solve them. Possible handling methods include repair, replacement, full refund, or partial refund. The final solution, including the refund of product costs and/or shipping fees, will be determined on a case-by-case basis according to the root cause of the problem, and Neonzing has the final decision-making power.

II. Warranty Policy

Warranty Period and Scope

Both indoor and outdoor neon light products of Neonzing enjoy a two-year warranty service. Under normal usage conditions, the warranty covers the electrical components of the products. It is especially reminded that indoor neon lights are strictly prohibited from being used in outdoor environments or placed in areas where they may come into contact with water. Improper use will render the warranty invalid. For neon lights with problems, the solution will be jointly agreed upon by Neonzing and the purchaser according to the root cause of the problem.

Warranty for Hard-Wired and Installed Products

If you choose to have the neon light hard-wired or installed, Neonzing will not be responsible for any costs incurred during the installation and/or uninstallation process. If your neon light has a suspected quality issue, we will ask you to provide photos and videos for diagnosis, and you may be required to return the product for replacement or repair. Neonzing is also not responsible for any costs incurred due to the uninstallation and/or reinstallation of the product. If an electrician has hard-wired the neon light, whether the quality problem of the product falls within the two-year warranty scope will be determined solely by Neonzing.

III. Return Process

Initiate Application

If you need to return a product, please send an email to support@neonzing.com, clearly informing us of the product you want to return and the reason for the return, and attach a short video and photos of the problems with the neon light. For accurate diagnosis and quality control, both the video and photos are indispensable. If you cannot provide both at the same time, it may affect the efficiency and effectiveness of our problem-solving.

Review and Confirmation

After receiving your return application and relevant materials, we will review them within 2 working days. If the return conditions are met, we will promptly inform you of the return address and precautions; if not, we will also explain the reasons to you in detail.

Return of the Product

After receiving the return confirmation, please ensure that you return the product with quality problems, together with all the original packaging, in its original condition to Neonzing within 7 days. If you fail to return it on time due to your personal reasons, the return application will be automatically invalidated.

Refund Processing

After we receive the returned product, we will complete the inspection within 3 working days. If the product meets the return standards, we will refund you according to your original payment method within 5 working days after the inspection is passed. The refund amount includes the product cost but does not include the original order shipping fee (unless the return is caused by our reasons).

IV. Handling of Damage During Transportation

Inspection and Feedback

We strongly recommend that you inspect the Neonzing package on the spot when you receive it. If you find that the neon light is damaged during transportation, Neonzing will definitely take full responsibility and provide an appropriate solution.

Claim Period

The damage situation must be reported to us within 14 days after receiving the product to be eligible for replacement. If the damage or quality problem is reported after this time period, it will be handled according to the general return, exchange, and refund policy and will not be covered by the warranty. The delivery date is subject to the actual delivery date of the express, and you can refer to the instructions in the tracking email for inquiry.

Feedback Materials

If you think the product is damaged during transportation and it is within the 14-day claim period, please send an email to your exclusive LED neon light designer's email address or support@neonzing.com, and attach the following clear photos:
  • Photos of the damaged parts of the neon light;
  • Photos of the entire packaging box and any damaged parts of the outer packaging box;
  • Photos of the shipping label on the packaging box.

V. Instructions on Loss, Shortage, and Theft

Preventive Measures and Liability Definition

Neonzing takes a series of strict preventive measures to ensure that the products are safely delivered to you. We use high-quality express delivery services and by default require a signature upon receipt. After the shipping process is initiated, you can directly choose not to sign for the receipt through the express delivery service. However, please be aware that if you choose not to sign, Neonzing will not be responsible for packages marked as "delivered" by the express delivery service but are lost, short, or stolen.

Freight Bearing Rules

If the return is caused by the consumer's own reasons, the consumer needs to bear the return shipping fee, and the specific amount is subject to the standards of the express delivery company you choose; if the received goods are damaged or incorrect due to our reasons, the consumer does not need to bear the resulting shipping fee.

VI. Special Reminders for the Use of Neon Lights

Precautions for Outdoor Use

Neonzing neon lights are made of flexible silicone LED light strips, which are environmentally friendly and have an IP67 waterproof rating. However, do not expose the neon lights directly to sunlight. Long-term exposure to the sun may cause thermal expansion and contraction, resulting in the neon lights becoming hard and cracking. Therefore, it is strongly recommended that neon lights used outdoors must be installed in shaded or covered areas. If this requirement is not followed, the product warranty will be invalidated, and Neonzing will not provide repair or replacement services.

Warranty Instructions for Gifts

The free remote control included with the product purchase is not covered by Neonzing's warranty policy. This rule applies to all free remote controls shipped with the goods without additional payment.