The replacement process –

Online Replacement

All our pieces are made by hand to order, meaning each one is as unique as you!
We can only accept replacement on faulty items, and can not accept returns due to change of mind unfortunately, as all pieces are one off made to order. All sales are final once placed on site.

In the very unlikely case of your piece arriving broken or faulty, you have 24 hours from the day of tracked delivery to let us know via email at with a video of unboxing the shipment and we will deliver a replacement free of charge. without the video of unboxing we cannot replace or process the refund.

We are very very strict with this instructions, if something is missing from these below instructions we will simply deny the replacement (take your time and unbox it carefully, or loose the money)

 To claim replacement in case of any damage

    • Unboxing video should be clear i.e, video should include the footage right from where you started opening the packing till the end
    • Video should not have any pause in between or any kind of transitions happening
    • Video should be in normal speed, fast-forwards, time lapse are not valid to claim replacement
    • Every bit of the video must and should be with the sound (muting the video while unboxing doesn’t count)
    • It’s a fragile item so don’t unbox on your lap or without any firm support (unbox on the floor while placing the package fully on ground not putting any pressure on the package)
    • The sign should be switched on immediately once taken from the package so that we can see if there are any wiring issues( this has to be included in the video as well)
    • Lastly as mentioned on the package, the item is fragile-handle carefully while unboxing i.e, holiding the package vertically while unboxing, thumping it down, taking support on the package while unboxing will reduce your chances of getting a replacement

Based on the above and some inexplicable factors It is completely and solely our team decision finally to decide whether the video passed our quality check

If you need any more help whatsoever, please don’t hesitate to contact our team via email at


Returns/exchange policy

We at London neon work hard to provide our customers with the latest neon signs at impeccable quality and amazing prices, however we can only accept exchanges on faulty items, and can not accept returns due to change of mind unfortunately, as all pieces are one off made to order. All sales are final once placed on site.

for more information email us at

Decision to make whether the product is returnable or not is completely and solely in our hands:)

Need to Exchange – Few points to remember
Exchange request(only if you have any issues with the sign) need to be within 24 hours of the delivery of product and only if you have the unboxing video of the shipment.

If you receive a damaged/defective, the company should be notified within 24 hours of receipt. We will  request you to share video at

If you choose to self-ship the products, they should be dispatched within 24 hours after the return request is raised.

Any exchanged item received by us that does not meet the above mentioned conditions will not be accepted, and will be returned to the customer at their expense. No amount will be reimbursed in this case.
Please make sure that the returned items are packed securely to prevent any loss or more damage during transit. For all self-shipped returns, please use a reliable courier service.
In case of orders where reverse pick-up may not apply, customers can self-ship the items to London neon In this case, an amount of 70 will be reimbursed in the customer’s account towards shipping costs in the form of a store credit. This will be done post the quality check of all the received items.

Self-ship: In case your pin code is not serviced by our courier partner, you will have to self-ship the product(s) back to us, to reach our Returns Department. For all self-shipped returns, you will be reimbursed 70 towards your shipping costs as a store credit which can be used for future purchase on our website. The same is subject to your returns being inspected and quality checked on receipt in our warehouse.
for Shipping Address for self-ship product/s:-please contact us at

Terms & Conditions

This Return Policy applies to all items purchased directly from London Neon. The policy is subject to change. Hence, please visit our website for the latest policy.

Shopping Cart