The Art Neon Return and Refund Policy

Return Conditions for Custom-Made Products

Custom-made products are fully personalized and made-to-order according to the customer’s choices. These products, including 12V handmade premium neon signs, are not standard stock items; each is specially designed and handcrafted according to the customer’s preference. Due to their customized nature, returns or refunds are not accepted for custom-made products.

Return Conditions for 5V USB Neon Signs

The 5V USB neon signs available on our website are stock products and are not made to order. For these products, a return right is valid within 14 days from the delivery date:

You can request a return within 14 days of your order’s delivery date. To process your return request, the product must be in the same condition as when you received it, unused, and in its original packaging. Returns are not accepted, and no refund will be issued for products where the protective film has been removed.

Return and Shipping Fees

Shipping fees are non-refundable. If the order was placed with free shipping, actual shipping costs will apply. If an order is returned, the refund will be processed after deducting round-trip shipping fees. Additionally, a 15% restocking fee will be deducted from the refunded amount.

Refund and Exchange for Defective Products

Every effort will be made to resolve the issue in case of defective products. Options such as repair, replacement, refund, or partial refund may be considered. The final decision will be made by us depending on the source of the defect.

If you have an issue with a defective product, you may be asked to send photos and a video of the product to support@theartneon.com to document the issue. Once we receive this information, we will evaluate the defect and determine the best method to resolve the problem.

Shipping Fees

If a defective product needs to be replaced or repaired and this is approved by us, the return shipping fee will be covered by us. However, if no defect is found or if the defect is due to usage, shipping fees will be the responsibility of the customer. After exchange or repair, we will cover the new shipping costs to send the product back to you.

Products Damaged in Shipping

We recommend inspecting the product package as soon as you receive your order. If you believe the product was damaged during shipping, you should contact us within 14 days of delivery. To document the damage, clear photos and photos of the shipping box must be provided.

Lost, Missing, and Stolen Products

The Art Neon takes all necessary precautions to ensure the secure delivery of orders. The option to require a signature upon delivery is available for all shipments. If you waive the signature requirement, we cannot be held responsible for lost, missing, or stolen products that are marked as "delivered" by the shipping carrier.

If you have any questions or special circumstances regarding this policy, you can reach us at support@theartneon.com.