Refund and Returns Policy

Custom Neon Sign offers returns and refunds for faulty products only. We will strive to resolve the issue by fixing, replacing, refunding, or partially refunding the product, depending on the source of the fault. The final decision for faulty products, including refunds for the cost of the product and/or shipping, will be determined on a case-by-case basis and is at the sole discretion of Custom Neon Sign.

Custom Neon Sign Art Warranty

Custom Neon Sign Warranty Our indoor and outdoor products come with a 24-month warranty that covers electrical components when used appropriately. Please note that our indoor signs are not suitable for outdoor use or anywhere they might get wet, and inappropriate use will void the warranty. Resolution for faulty signs will depend on the source of the fault and will be determined between Custom Neon Sign and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs

Warranty Coverage for Hard Wired & Installed Signs Custom Neon Sign is not responsible for any costs incurred during the installation and/or uninstallation of your sign. 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, we take no responsibility for any costs incurred due to uninstalling and/or reinstalling your sign. If your sign has been hardwired by an electrician, it is at our sole discretion to decide if the occurring fault is covered under our 24-month warranty (indoor signs only).

Custom Neon Sign Returns Procedure

Please contact us at info@customneonsign.art 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 are unable to provide both a video and photo(s) of the problem, our ability to rectify your issue will be limited. Once we have received all the required information, we will be in touch 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 Sign within 14 days of receiving the product. If a replacement has been agreed upon, Custom Neon Sign 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 Sign will inform you of when you can expect to receive the refund.

Damaged in Transit

In the rare event that your Custom Neon Sign arrives damaged during shipping, we will work to ensure a resolution is provided. It is highly recommended that you inspect your parcel upon delivery.

To be eligible for a replacement due to damage during shipping, you must report the damage within 14 days of receiving your Custom Neon Sign. Damage reported after this time period will not be covered under warranty and will follow our general returns and refunds policy.

If you believe your sign has been damaged during transit and are within the 14-day claim period, please email your LED Neon Designer or info@customneonsign.art with clear photos of the damage to the sign, the box, any damage to the outer box, and the shipping label on the box. Please note that the delivery date is the courier delivery date which can be found by following the prompts in your tracking email.

Lost, Missing & Stolen Signs

At Custom Neon Sign, we take all necessary care to ensure that our signs are delivered safely. We use a premium express shipping service that requires a signature on delivery. If you choose to opt-out of the signature on the delivery requirement, Custom Neon Sign takes no responsibility for lost, missing, or stolen parcels that have been marked as ‘delivered’ by the shipping service.