Refund policy

Returns & Refund Policy

At Luminest, we want you to be happy with your neon sign. If you have received a ready-made product and it isn’t right for you, you can request a return within 15 days of receiving your order, subject to the conditions below.

1. Returns for Ready-Made Products

Ready-made Luminest products can be returned within 15 days of delivery.

To be eligible for a return:

The product must be unused and in its original condition.
The product must not have been installed, modified, damaged, or altered.
The product should be returned with its original packaging and accessories.
All included items such as the adapter, remote/dimmer, mounting accessories, and other components should be returned.
Proof of purchase or order details will be required.

To request a return, please contact us at info@luminestsigns.com with your order number and reason for the return.

Once your return request is approved, we will provide instructions for returning the product. Luminest will cover the return shipping cost for approved returns.

The returned product will be inspected after we receive it. If it meets our return conditions, the refund will be processed to the original payment method.

2. Custom Neon Signs

Custom neon signs are made specifically according to your requirements and therefore cannot be returned or refunded once production has started.

This includes signs made with custom:

Text
Names
Logos
Designs
Sizes
Colours
Shapes
Other personalised specifications

However, if your custom sign arrives damaged, is defective, or is different from what was approved and ordered, please contact us. We will arrange a suitable resolution, including a free replacement where applicable.

3. Damaged Products

Please inspect your package and product as soon as you receive it.

If your neon sign is damaged during shipping, contact us at info@luminestsigns.com as soon as possible with:

Your order number
Clear photos of the package
Clear photos/videos of the damaged product
A short description of the issue

After reviewing the issue, Luminest will arrange a replacement at no additional cost where the damage is confirmed to have occurred during transit.

4. Defective Products

All Luminest products are checked before dispatch.

If your product has a manufacturing defect or stops functioning due to a manufacturing issue, please contact us with your order details and supporting photos/videos.

If the issue is covered under our warranty, Luminest will provide a free replacement or another appropriate resolution, depending on the nature of the issue.

5. Wrong Product Received

If you receive a product that is different from what you ordered, please contact us at info@luminestsigns.com as soon as possible.

After verification, Luminest will arrange a free replacement with the correct product.

6. Warranty

Luminest products come with a 2-year warranty against manufacturing defects, subject to the terms of our warranty policy.

The warranty does not cover damage caused by:

Incorrect installation
Incorrect electrical connection or voltage
Physical impact or accidental damage
Water or moisture exposure beyond the product's specified protection rating
Unauthorised modifications or repairs
Mishandling or misuse
Damage caused during installation or removal
Normal wear and tear

Please follow the installation and usage instructions provided with your product.

7. Installation-Related Damage

Luminest is not responsible for damage caused during installation, mounting, removal, drilling, wiring, electrical connection, or modification of the product.

We strongly recommend carefully following the installation instructions and using appropriate tools and electrical connections.

Damage caused by incorrect installation is not eligible for return, replacement, refund, or warranty coverage.

8. Order Cancellation

Orders can be cancelled only before production has started.

Once production of a ready-made or custom product has started, the order cannot be cancelled because the product may already have been prepared specifically for your order.

To request a cancellation, contact us at info@luminestsigns.com as soon as possible with your order number.

If the cancellation is approved, any eligible refund will be processed to the original payment method.

9. COD Orders

For Cash on Delivery (COD) orders, no payment is collected until delivery.

If a customer refuses to accept a COD order or does not accept the shipment, the order will be treated as cancelled.

Repeated refusal or non-acceptance of COD orders may affect the availability of COD for future orders.

10. Refunds

For approved returns, refunds will be processed after the returned product has been received and inspected by Luminest.

If the return meets our return conditions, the refund will be issued to the original payment method.

Please allow 5–10 business days for the refund to be processed after the return has been approved. The time taken for the amount to appear in your account may also depend on your bank or payment provider.

For COD orders, if a refund is applicable, Luminest may request the customer's bank or UPI details to process the refund.

11. Products That Cannot Be Returned

The following products are not eligible for return:

Custom or personalised neon signs, unless they are defective, damaged, or incorrectly made
Products that have been installed or modified
Products damaged due to incorrect installation or handling
Products damaged after delivery due to accidental or physical damage
Products altered, repaired, or modified without Luminest's approval
Products returned without prior approval from Luminest