Refund policy

Return & Refund Policy – CustomNeoStudio

At CustomNeoStudio, we want you to love your neon sign! However, we understand that sometimes things don’t go as planned. This Return & Refund Policy outlines how we handle returns, refunds, and exchanges to ensure a seamless experience for our customers.

By purchasing from customneonstudio.com, you agree to the terms of this policy.

1. Custom-Made Products

All our neon signs are custom-made to order, which means they are specifically designed and produced based on your preferences.
As such, we do not accept returns for products that you have ordered unless they arrive damaged, defective, or incorrect.
Please ensure that you select the correct design, color, and size before completing your order.

2. Damaged or Defective Products

We take great care in packaging and shipping our products. However, if your neon sign arrives damaged or defective, we are here to help.

Steps for Reporting Damaged or Defective Products:

Inspect your product: Upon receiving your order, immediately check your neon sign for any damages.
Contact us within 7 days: If your product is damaged or defective, please reach out to us within 7 days of delivery by emailing support@customneonstudio.com. Include:
- Your order number.
- Photos and/or videos clearly showing the damage or defect (both the packaging and the product).
Return or Replacement: Once we’ve reviewed the issue, we will offer you a replacement or a full refund, depending on the situation. We will cover all return shipping costs for damaged or defective items.

3. Incorrect Products

If you receive the wrong neon sign (incorrect color, size, design, etc.), we will make things right.

Steps for Reporting Incorrect Products:

Notify us within 7 days: Contact us at support@customneonstudio.com within 7 days of receiving the wrong product.
Provide details: Include your order number and photos showing the incorrect item you received.
Return & Refund/Replacement: We will either issue a full refund or send you the correct item, depending on your preference. We will also cover return shipping costs.

4. Returns for Change of Mind

Because our neon signs are custom-made to order, we do not accept returns for change of mind or personal preferences once your order is placed. Please ensure you are happy with your choices (design, color, size) before confirming your order.

5. Refunds

If your order is eligible for a refund (damaged, defective, or incorrect items), the following applies:

Refund Method: Refunds will be issued to the original payment method used at checkout (e.g., credit card, PayPal).
Processing Time: Once the return has been approved and received (if applicable), we will process your refund within 5–7 business days.
Partial Refunds: In certain cases (such as when only part of the order is returned), we may issue a partial refund based on the product returned.

6. Order Cancellations

Before Production: You may cancel your order within 12 hours of placing it.
After Production Begins: Once production has started, cancellations are not possible. Please review your order carefully before confirming your purchase.

7. How to Return a Product

For eligible returns, please follow these steps:

Contact Us: Email support@customneonstudio.com to notify us of your return request. Provide your order number and a clear description of the issue.
Return Instructions: We will provide detailed return instructions, including the return guidelines and any necessary shipping labels.
The return address will be our returns consolidation warehouse in California, United States. The address is:

17588 Rowland St, City of Industry, CA 91748, US
Return Shipping: If the return is due to a damaged, defective, or incorrect product, we will cover the cost of return shipping. In all other cases, the customer is responsible for return shipping costs.
Condition of Return: All items must be returned in their original packaging and in unused, undamaged condition.

8. Exchanges

We do not offer direct exchanges, but if you received the wrong product, we will arrange a replacement at no additional cost. Simply follow the steps above to report the issue.

9. Shipping Fees

Free Shipping: We offer free shipping on all orders within the United States.
Return Shipping Fees: In cases of damaged, defective, or incorrect products, we will cover the return shipping costs. For all other returns (e.g., change of mind), the customer is responsible for return shipping.
Restocking Fees: Free of charge

10. Lost or Stolen Packages

Once your package is marked as delivered by our carrier, we are no longer responsible for any loss or theft that occurs. If you believe your package was lost in transit, please contact the carrier (DHL, DPD, UPS) immediately using the tracking number provided. We are not liable for packages that are lost or stolen after delivery.

11. Return Shipping

Customers are responsible for all return shipping costs
Return shipping fees are non-refundable
Items must be shipped with a copy of the order confirmation or receipt and a note explaining the issue
For items valued over USD $75, we recommend using a trackable shipping service or purchasing shipping insurance
We do not guarantee receipt of returned items without tracking

12. Customer Support

If you have any questions or need assistance with returns or refunds, please contact us at:

Representative Office: 1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110, United States

Head Office: C01-L12, New Urban Area, Duong Noi, Ha Dong, Hanoi, 100000, Vietnam

Factory: Room 601, Building 1, No. 61, Gongaoheng Second Road, Sainiupi Village, Dalang Town, Dongguan City, China

Phone : +1 (505) 201-1038

Email: support@customneonstudio.com

Response Time: We strive to respond to all inquiries within 24–48 hours.

By purchasing from customneonstudio.com, you agree to our Return & Refund Policy. We are here to ensure your satisfaction and will do our best to make sure your experience is as bright and colorful as our neon signs!