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.