Refund policy

Section 01

30-day return policy

This policy applies to eligible products purchased directly from ShineNeon, including custom LED neon signs, UV-printed neon signs, channel letters, and other made-to-order products.

You may request a return within 30 calendar days after the carrier-confirmed delivery date.

Return eligibility requirements

The returned product must be received and pass inspection before a refund is processed.

Section 02

Authorized return process

Do not ship any product back before contacting ShineNeon Customer Service. A return may be sent only after our team reviews the request and provides written authorization together with the designated return address.

1. Contact us within 30 calendar days after delivery and include your order number, the email address used at checkout, and the reason for the return.
2. Provide clear photos showing the complete product, its current condition, the packaging, and all included accessories.
3. Wait for ShineNeon to review the request and provide written return authorization and the designated return address.
4. If approved, follow the shipping deadline and exact return address stated in the authorization.
5. Use a trackable shipping service and send the return tracking number to Customer Service.
6. The refund will be processed only after the returned product is received and passes inspection.

Approval to ship a return does not by itself guarantee a refund. Eligibility is confirmed after the returned product is received and inspected.

Unauthorized returns and refused deliveries

Returns sent without prior written authorization, sent to an address not provided by Customer Service, returned directly to the address shown on the original package, or refused directly to the carrier are not eligible for a refund.

The customer is responsible for any resulting shipping, handling, storage, customs, return-to-sender, redelivery, or disposal costs. ShineNeon does not refund unauthorized returns.

Section 03

Refund method and return costs

Refund amount

When an authorized return is received and passes inspection, ShineNeon will refund the product amount actually paid after discounts to the original payment method.

Unless ShineNeon confirms otherwise in writing, the customer is responsible for return shipping and for any loss or damage that occurs during return transit. Address-correction and redelivery costs caused by customer-provided information are also the customer's responsibility.

Refund timing

ShineNeon normally submits an approved refund within 3–5 business days after the returned product has passed inspection. The bank or payment provider determines when the funds appear in the customer's account.

Section 04

Order changes and cancellations

Please contact ShineNeon immediately if you need to change or cancel an order. Because custom orders may enter production quickly, requested changes cannot always be guaranteed after work has begun.

If we can stop the order before it is handed to the carrier, we will confirm the cancellation in writing and refund the product amount actually paid. Original shipping, rush-production, and expedited-delivery charges that have already been purchased or committed are non-refundable.

Once an order has been handed to the carrier, it can no longer be canceled. After delivery, the customer may request an authorized return within 30 calendar days. Do not refuse delivery or send the product back without written return instructions.

Section 05

Addresses, delivery, and missing packages

P.O. Box addresses

ShineNeon does not ship custom products to P.O. Boxes. If a P.O. Box is entered, the order will be placed on hold and we will email the customer to request a complete physical street address. Production and all estimated timelines remain paused until the customer replies and confirms the new address.

If the customer does not reply, the order will remain open and on hold until the required address is provided. It will not be released into production automatically.

Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate street address, unit or building number, city, state, postal code, and reachable telephone number. If delivery fails, is delayed, is returned, or is lost because the customer supplied incorrect or incomplete details, the customer is responsible for the resulting address correction, redelivery, reshipping, return-to-sender, or remake costs.

Address changes must be requested before shipment. ShineNeon cannot guarantee that a carrier can change an address after the package has been dispatched.

Delivered or signed-for package reported stolen

If tracking shows that the package was delivered or signed for but it cannot be located or is suspected to have been stolen afterward, contact ShineNeon immediately after discovering the issue, preferably on the same day. Include the order number, tracking number, delivery location information, and any available photos or security footage.

We will review the delivery record and assist with a carrier inquiry. Contacting us does not automatically approve a refund or replacement; the available solution depends on the delivery evidence and investigation.

Section 06

Transit damage, incorrect items, and manufacturing errors

Contact ShineNeon as soon as possible, preferably within 7 calendar days after delivery, if an order arrives damaged, contains the wrong item, or has a suspected manufacturing error. Please keep the product, outer package, internal packaging, shipping carton, and accessories until our review is complete.

Evidence required for review

• Order number and a clear description of the issue.
• At least one clear photo showing the entire outer package together with the complete carrier shipping label and a clearly readable tracking number.
• Photos of every visibly damaged side of the package.
• A full photo of the complete product and close-up photos of the affected area.
• Photos of the included accessories.
• A power-on test video when the issue involves lighting, wiring, power, or product function.

Once verified as transit damage, an incorrect item, or a ShineNeon manufacturing error, we will provide an appropriate no-cost solution. Depending on the issue, this may include replacement accessories, replacement of the affected section, a remake, or a replacement product. Damage limited to the outer box is not product damage when the product and accessories remain complete and functional.

If a return is required for a verified ShineNeon-caused issue, we will provide the return instructions and cover the necessary return shipping.

Section 07

Two-year limited warranty and accessories

ShineNeon provides a two-year limited warranty beginning on the delivery date. If a product develops a quality or electrical issue during normal use, contact us with the order number, clear photos, and a video showing the issue. We will assess the product and provide the appropriate support.

The warranty remains available after the 30-day return window. Warranty support is separate from the 30-day return process and may include troubleshooting, replacement accessories, repair support, or replacement of an affected component or product, as appropriate.

If the product was accidentally damaged by the customer, please still contact us. We can review the situation and advise whether troubleshooting, a replacement accessory, paid repair support, or another option is available.

Warranty exclusions

The warranty does not cover an issue caused by unauthorized disassembly, opening, rewiring, modification, or repair by the customer or a third party. Related damage from cutting or replacing wiring or components is also excluded from warranty coverage.

Non-custom accessories

Compatible power supplies, remote controls, hanging accessories, and selected installation components are available for separate retail purchase on the ShineNeon website. If an accessory is lost, accidentally damaged, or an additional unit is needed, customers may purchase the appropriate replacement directly or contact us for compatibility help. This does not limit support for an accessory that arrived missing or defective.

Common questions

Can I return a custom-made product? Can I send the product back to the address on the package? Who pays the return shipping? What amount will be refunded? When will my refund be processed? What happens if I enter a P.O. Box address? What should I do if tracking says delivered but the package is missing? How long is the warranty?

Need help with an order?

Contact ShineNeon before sending any return. Include your order number and the email address used at checkout, then wait for written authorization and the designated return address before shipping the product.

Email Customer Service