Refund policy


Refund & Returns Policy

 

At Lumilines, we want you to be completely happy with your purchase. Please read our returns policy carefully before placing an order.

 

Returns (Non-Custom Items)

 

If you are not satisfied with your order, you may return eligible items within 14 days of delivery, in line with UK Consumer Contracts Regulations.

To be eligible for a return:

  • The item must be unused, uninstalled, and in its original packaging
  • The item must be in resaleable condition
  • Proof of purchase is required

Customers are responsible for return shipping costs, unless the item is faulty or incorrect.

 

Custom & Made-to-Order Items

Custom neon signs and made-to-order products are non-refundable and non-returnable, as they are created specifically to your design and specifications.

This does not affect your statutory rights if a product arrives faulty or damaged.

 

Faulty or Damaged Items

If your item arrives damaged or develops a fault:

  • Contact us within 48 hours of delivery
  • Provide clear photos or videos of the issue

If approved, we will offer a replacement or refund, including return postage where applicable.

 

Refunds

Once your return is received and inspected:

  • Approved refunds will be issued to your original payment method
  • Please allow 5–10 business days for the refund to appear

Shipping costs are non-refundable, except where the item is faulty or incorrect.

 

Exchanges

We do not offer direct exchanges. If you wish to change an item, please return the original (if eligible) and place a new order.

 

 

 

 

How to Start a Return

 

To request a return or report an issue, contact us at:

📧 Lumilines@LumilinesNeonSigns.com

Please include:

  • Your order number
  • A brief description of the issue
  • Photos where applicable

 

 

 

Contact

 

If you have any questions about our returns policy, we’re always happy to help.