Return & Refund Policy
Last updated: 1 September 2026
Every NEOGON sign is handmade to your exact design after you order — because of that, our return and refund policy works differently from an off-the-shelf product. Please read this before ordering.
1. Custom-made products are final sale
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.
2. If your sign arrives broken or faulty
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.
3. Return shipping costs
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.
4. International orders
For orders shipped outside Pakistan, any refund or compensation approved under this policy is limited to the price of the sign itself. International shipping is arranged and paid for separately, and typically costs two to three times more than the sign — we're not able to refund or compensate that shipping cost, even where a claim under this policy is otherwise approved.
5. What isn't covered
- 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
6. Refund method and timeline
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.
7. How to start a claim
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.