Custom Neon® Returns Policy

Custom Neon offers returns and refunds for faulty products only. Custom Neon will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case-by-case basis depending on the source of the fault and is at the sole discretion of Custom Neon.

Custom Neon® Warranty

Custom Neon indoor and outdoor products include a two-year warranty that covers electrical components when used appropriately. Please be aware that Indoor Signs are not suitable for use outdoors or anywhere they might get wet. Inappropriate use will void the warranty. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Custom Neon and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs

Custom Neon bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If, in the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair. If you have chosen to have your sign installed and/or hardwired, Custom Neon takes no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If an electrician has hardwired in your sign, it is at our sole discretion to decide if the occurring fault is covered under our two-year warranty.

Custom Neon® Returns Procedure

  • Please contact us at info@customneon.com to let us know which products you wish to return and why, attaching a short video of your sign as well as photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you cannot provide both a video and photo(s) of the problem, then our ability to rectify your issue will be limited. Once we have received all of the required information, we will contact you to try to resolve the issue.
  • If a return has been agreed upon, please note that you must return the faulty product in its original condition with all its original packaging.
  • If a return has been agreed upon, the faulty item must be returned for inspection by Custom Neon within 14 days of when you received the product.
  • If a replacement has been agreed upon, Custom Neon will endeavor to produce and ship the replacement product to you as soon as possible.
  • If a full or partial refund has been agreed upon, Custom Neon® will let you know when you can expect to receive the refund.

Damaged in Transit

We recommend opening your Custom Neon parcel upon delivery. In the unlikely event that your sign has been damaged in transit, Custom Neon will ensure that a resolution is provided.

Damage must be reported within 7 days of delivery of your Custom Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date, which can be found by following the prompts in your tracking email.

If you believe your item has been damaged in transit and you are within the 7-day claim period, please send an email to your LED Neon Designer or info@customneon.com with all of the following:

  • a clear photo of the damage to the sign,
  • a clear photo of the box & any damage to the outer box,
  • and a clear photo of the shipping label on the box.

Lost, Missing & Stolen Signs

Custom Neon takes all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service that requires a signature on delivery. The customer may request to opt out of the signature on delivery directly through the shipping service once the shipment process has begun. Please be aware that if you opt out of the signature on delivery requirement, Custom Neon will take no responsibility for lost, missing, or stolen parcels marked as ‘delivered’ by the shipping service.



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