We want you to be happy with your sign. This page explains how cancellations, returns and refunds work at Jarvis Neon. Because every sign is made to order, timing matters, so please read the cancellation section carefully.
Cancelling an order
- Within 24 hours of placing your order: you can cancel free of charge and receive a full refund of the amount paid.
- After 24 hours: production may already be under way. Cancellations after this point carry a 15% cancellation fee, and the remaining balance is refunded.
- After the sign has shipped: the order can no longer be cancelled; please use the return process below instead.
To cancel, email us with your order number. The time of your email is used to decide which rule applies.
Returns
You may request a return within 30 days of delivery. To be accepted, the sign should be unused or lightly tested, undamaged, and sent back with its power adapter, any included accessories and its original packaging where possible.
Returns for reasons other than a fault on our side (for example, a change of mind or a different color preference) carry a 15% restocking fee, which is deducted from the refund.
How to start a return
- Email us with your order number and the reason for the return.
- We reply with return instructions and the address to send the sign to. Please do not send a parcel back before you receive these instructions.
- Pack the sign securely so the acrylic and neon flex are protected on the way back.
- Once the sign reaches us and is inspected, we process your refund.
Damaged, faulty or incorrect signs
If your sign arrives damaged, does not light properly, or does not match the design you approved, contact us within 7 days of delivery. Please include:
- your order number;
- photos or a short video showing the problem with the sign switched on;
- photos of the outer box and inner packaging.
In these cases there is no restocking fee. Depending on the issue, we will repair the sign, send a replacement, or issue a refund. Faults that appear later are handled under our 1 year warranty.
Refunds
Approved refunds are issued to the original payment method. We email you when the refund has been processed. How quickly it shows on your statement depends on your bank or card provider.
Contact
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