Refund policy

This policy applies to purchases from The Art Neon Canada, operated by Enseignes The Art Neon Inc. The policy presented when you placed your order applies to that purchase.

Custom-Made & Personalized Signs

Custom-made and personalized signs are produced for your order, including signs made with your text, logo, artwork or other agreed specifications. Once production has started, we do not accept cancellations or returns solely because you change your mind, except where required by applicable law.

This does not exclude claims concerning a defect, damage, an incorrect product or a product that does not match the agreed specifications.

Cancellations Before Production

If you need to cancel or change an order, contact support@theartneon.ca as soon as possible and include your order number.

If you requested a mockup, you may cancel while approval is pending and before production begins. For orders that do not require a mockup, production may begin after payment, so please contact us promptly. We will check the production status and confirm the available options.

Your statutory cancellation rights, including those that may apply to delivery delays or missing required information, remain unaffected.

Standard 5V USB Neon Signs

Our 5V USB neon signs are usually produced after you place your order and are not normally held in ready-to-ship stock. The return conditions below distinguish standard, non-personalized designs from signs made with your own text, logo, artwork or a bespoke design.

For a non-personalized 5V USB design, you may request a change-of-mind return within 14 days of delivery. The product must be unused, undamaged and in its original packaging, with its accessories and protective film intact.

A 5V USB sign made with your own text, logo, artwork or a separately agreed bespoke design is subject to the custom-made and personalized sign conditions above.

These packaging and condition requirements apply to voluntary change-of-mind returns. They do not remove your rights if an item is defective, damaged, incorrect or otherwise covered by applicable consumer protection law.

Requesting a Return

Email support@theartneon.ca with your order number, the item you wish to return and the reason. We will confirm eligibility and provide return instructions and the correct return address.

Please contact us before sending an item back. Our registered office and the sender address on a parcel are not automatically the correct return address. This procedure does not restrict a cancellation or remedy available under applicable law.

Costs for Change-of-Mind Returns

For an eligible, non-defective change-of-mind return, shipping charges already paid are non-refundable. A 15% restocking fee, calculated on the returned item's price after discounts and before tax, applies.

You are responsible for return shipping. If the original order included free shipping, the actual outbound shipping cost will also be deducted from the refund. The same shipping cost will not be charged twice. We will explain the applicable deductions and return arrangements before you send the item.

These deductions do not apply to refunds or remedies required by law, or to a confirmed defect, shipping damage, an incorrect item or our error.

Defects, Damage & Incorrect Items

Contact us promptly if there is a problem with your sign. Provide your order number and a description; photographs or a short video can help us assess the issue. For shipping damage, keep the packaging and include photographs of it where available.

Depending on the issue and your applicable rights, the resolution may include repair, replacement, a price reduction or a refund. We will cover reasonable shipping costs required to resolve a confirmed covered defect, shipping damage, an incorrect item or our error.

Our 24-month warranty is described on the Warranty & Claims page. This commercial warranty is additional to your statutory rights and does not shorten any legal warranty that may apply.

Refunds

For a voluntary return, we will inspect the returned item, confirm the outcome and process any approved refund to the original payment method. Your bank or payment provider may take additional time to display the credit.

Refunds required by law will be handled within the applicable legal deadline.

Your Consumer Rights

Nothing in this policy excludes or limits mandatory rights under the laws applicable to your purchase, including Québec's legal warranties and statutory rights concerning distance purchases. If a policy term conflicts with a mandatory legal requirement, that requirement takes precedence.

Contact

Enseignes The Art Neon Inc., doing business as The Art Neon
350 Boul Graham, Mont-Royal, Québec H3P 2C8, Canada
Email: support@theartneon.ca

Last updated: October 17, 2026