Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.

Custom and bespoke orders cannot be refunded or exchanged. If faulty, we offer a 1-year return to base warranty. The item much be returned and must be well packaged. We do not accept any liability for any courier issues or breakages.  We recommend you insure all returns and ensure the insurance covers the item being returned.

Where an item is faulty, we require video or photos of all issues before deciding what action to take to resolve the issue.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please get in touch with us at returns@goneonflex.com. Please note that returns will need to be sent to the following address:

Go Neon Flex
Calle de la Perdiz 28
La Línea de La Concepción
España
11300

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can always contact us for any return questions at returns@goneonflex.com

Damages and issues
Please inspect your order upon reception and contact us within 24 hours if the item is defective or damaged or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your it.

Customised products include any configured, personalised, or inscribed; for example, custom neon signs, engravings, stamps, monograms, embroidery, embossing, etching, carving or printing. Custom products are not returnable but may be refunded or replaced within 30 days of delivery if the products are damaged/defective upon arrival or materially different from what was ordered. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by Go Neon Flex.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling off period.
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As mentioned above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within ten business days. Please remember it can take time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, don’t hesitate to contact us at returns@goneonflex.com

Shipping

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.