At ISNEON, Customer satisfaction is our top priority. We strive to provide quality service and products. If you need to return or exchange your order, we're here to help!
Returns / Exchange
Due to the personalized nature of custom signs, we offer returns and refunds for faulty products only. We will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product.
The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of ISNEON.
If you need to file for a return or exchange, please abide by the following instructions:
- Please send us pictures/videos of the defective sign within 7 days of receiving your order. Include your name, order number, and email them to email@example.com. We will contact you within 24 hours after reviewing the information provided.
- In case a defect is discovered in the sign upon delivery, we will remake your sign for free right away! Your new sign will then be shipped to you in 1-2 weeks!
- In case of return, the item must be unused, in its original condition, and in the original packaging. Any accompanying certificates, documentation, or accessories must also be returned.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. It takes generally 7-15 days depending on your bank to receive the money. Please contact us if you still not received the refund after 15 days of your claim.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
For cancellations made prior to shipping, a 2% fee of the original price will be retained to cover transaction costs (applicable to orders that have not yet been produced). For orders that are already in the production process, the corresponding material and labor costs will be deducted based on the progress made.
If you have any further questions, please feel free to contact us.