Refund policy

Return & Refund Policy

We want you to love your neon sign. Every sign is handcrafted to your order, so this page explains exactly when a return, replacement or refund is available — and how it works. By purchasing from customneonstudio.com, you agree to this policy.

At a glance

What we accept Returns for products that arrive damaged, defective, or incorrect
Time limit Contact us within 7 days of delivery
Exchanges Accepted for damaged, defective or incorrect items — we replace your sign with the same design
Return shipping We pay it on every approved claim
Restocking fee None. We never charge one.
Refunds Full amount, to your original payment method, within 5–7 business days of approval
Canceling Free before you approve your design proof, or within 24 hours for ready-made designs
Change of mind Not accepted — every sign is made to your order

What you can return · Damaged, defective or wrong · How to start a return · Refunds · Changing or canceling · Warranty

1. What you can return

We accept returns when:

  • Your sign arrives damaged
  • Your sign is defective or does not work correctly
  • You received the wrong item — a design, color or size different from your approved order or approved design proof

We are not able to accept returns for:

  • Change of mind or personal preference
  • Design details you approved on your proof — spelling, capitalization, font, color or size

Why custom orders work this way

Your sign does not exist until you order it. Nothing is pulled from a shelf — the tubing is bent, wired and mounted to the exact size, color and wording you chose, which means it cannot be resold to anyone else.

That is also why we send you a digital design proof on every personalized order and start production only after you approve it. Please review your design, color and size carefully at that stage — it is the moment when changes are free and instant.

2. If your order arrives damaged, defective or wrong

Inspect your sign when it arrives. If there is a problem, email us at support@customneonstudio.com within 7 days of delivery. Please keep the outer shipping carton and all packing materials until your claim is resolved.

Please include:

  • Your order number
  • A photo of the sign showing the problem, plus a close-up of the affected area
  • Photos of the outer carton and the inner packaging
  • A short video with the sign plugged in, if the problem involves lighting, wiring or power

Photos of the outer carton let us settle the claim with the carrier much faster, which is why we ask for them.

How we resolve a verified claim. We work through three steps, in this order:

  1. Replacement part. Where the fault can be corrected with a component — a power supply, remote, connector or section of tubing — we ship that part free of charge, with instructions. Nothing needs to be sent back.
  2. Replacement sign. Where a part will not resolve the fault, we produce and ship a replacement — the same design, color and size you originally approved.
  3. Refund. Where neither is practical, we issue a full refund.

CustomNeonStudio covers the return shipping cost on every approved claim. You will never pay to send back a sign that arrived damaged, defective or incorrect.

3. How to start a return

Please contact us before sending anything back. Unauthorized returns sent without prior approval may not be accepted.

  1. Email us first. Send your order number and the photos or video listed above to support@customneonstudio.com.
  2. We review your claim. Our team replies within 24–48 hours, Monday to Friday.
  3. We send return instructions. If a return is needed, we provide the return address and any shipping label required. Please use the instructions and label we provide so your return is tracked correctly.
  4. We resolve it. A replacement part or sign goes into production, or your refund is issued.

Returning your sign. Please send the sign back in its original packaging where possible, or in packaging that protects it just as well, and include the accessories that came with it — the power supply, remote and mounting hardware. This helps us process your claim without delay.

4. Refunds

  • Approved refunds are for the full amount you paid, including any tax charged at checkout.
  • Refunds go back to your original payment method. We cannot refund to a different card or account.
  • We process approved refunds within 5–7 business days. Your bank or payment provider decides when the money appears on your statement.
  • We do not charge a restocking fee, ever.
  • U.S. shipping is free on every order, so there is no shipping charge to refund.

5. Changing or canceling an order

Personalized orders — custom text, a custom color, your own artwork or a logo:

  • Cancel for a full refund at any time before you approve your design proof. Simply reply to the proof email or contact us.
  • Once you approve the proof, production begins and the order can no longer be cancelled or modified.
  • If you do not respond to your proof, we send a reminder after 24 hours and another after 72 hours. If there is still no reply 7 days after the proof is sent, we cancel the order and refund you in full — automatically, with nothing for you to do.

Ready-made designs ordered without customization (no proof is issued):

  • Cancel within 24 hours of placing your order for a full refund.
  • Once production has started, the order cannot be cancelled, as each sign is made to order.

6. Warranty — separate from returns

The 7-day window above is for problems that arrive with your order. Faults that appear later are covered by your warranty: 24 months on the sign, and 6 months on the dimmer, remote and power adapter, from the date of delivery.

Warranty claims follow the same three-step resolution, and we cover return shipping on approved claims. Full terms are on our Warranty page.

7. Lost or stolen packages

Once your package is marked as delivered by the carrier, CustomNeonStudio is not responsible for loss or theft at the delivery address.

If tracking shows delivered and the package is not there, contact the carrier shown on your tracking link — DHL, FedEx, UPS, TNT or YunExpress — using your tracking number, then let us know. We will review the delivery record and help with the carrier inquiry.

If a package is confirmed lost in transit, that is a different case and we handle it — see our Shipping Policy.

8. Common questions

Can I return a custom sign because I changed my mind?
No. Every sign is made to your approved design and cannot be resold. This is why we send a proof for your approval first.

Do you accept exchanges?
Yes — when your sign arrives damaged, defective or incorrect, we exchange it for a replacement of the same design, color and size you approved. We are not able to exchange a finished sign for a different design, size or color, because each one is produced to your order and cannot be resold.

Who pays return shipping?
We do, on every approved claim. You will never pay to send back a sign that arrived damaged, defective or incorrect.

Do you charge a restocking fee?
No, never.

More answers are on our FAQs page.

Need help?

Include your order number so we can help you faster.

Email: support@customneonstudio.com
Phone: +1 (505) 201-1038
Hours: Monday – Friday, 9:00 AM – 5:00 PM ET
We reply to all messages within 24–48 hours.

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Business information

CustomNeonStudio is a brand operated by VITALESSENCE LLC.

Registered Business Address: 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States

Operations & Customer Service Office: C01-L12, New Urban Area, Duong Noi, Ha Dong, Hanoi, 100000, Vietnam