Return & Refund Policy

Because every sign is cut, wired and built specifically to your submitted text, font, color, size and layout, we cannot accept returns or offer a refund for a change of mind, ordering the wrong size or color, or any other reason once production has started. Please double-check your design carefully before placing your order.

If your sign arrives damaged or isn't working correctly:

• You must record a video while opening the package showing the parcel being unboxed and the damage. This unboxing video is mandatory — without it, we're unable to verify the item was damaged before it reached you, and cannot process a repair, replacement or refund.
• Contact us on WhatsApp or email within 48 hours of delivery with your order number, photos of the damage, and the unboxing video.
• We'll arrange a free repair or replacement. If you'd prefer a refund instead, send the damaged sign back to our Karachi workshop — once we receive and verify it, we'll process your refund.

If you choose a refund over a repair/replacement, you're responsible for the cost of shipping the item back to our workshop. This is the same principle as our 3-month warranty on manufacturing faults, which also requires the customer to cover delivery both ways — see our FAQ for details.

• Damage caused by misuse, accidents, or improper installation
• Damage from unauthorized repair attempts
• Normal wear and tear over time
• Claims made without the mandatory unboxing video

Approved refunds are issued to your original payment method (for card payments) or by bank transfer / Easypaisa / JazzCash (for Cash on Delivery orders), within a few business days of us receiving and verifying the returned item.

Message us on WhatsApp at +92 321 2233262 or email info@neogon.pk with your order number, a description of the issue, photos, and your unboxing video.