Refund policy

Last Updated: June 2026

At NeonXLED, every custom LED neon sign is individually manufactured according to your specifications. Because our products are personalized and made-to-order, please review our refund and return policy carefully before placing an order.

Custom-Made Products

All custom neon signs, personalized signs, logo signs, and made-to-order products are produced specifically for each customer.

For this reason, custom orders cannot be canceled, returned, or refunded once production has started, except in cases where the product arrives damaged, defective, or differs significantly from the approved design.

Order Changes & Cancellations

Customers may request modifications or cancellations within 12 hours of placing an order.

Once design approval has been provided or production has begun, orders cannot be canceled or modified.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of delivery.

To process your claim, please provide:

  • Order number
  • Photos of the product
  • Photos of the packaging
  • Short video showing the issue (if applicable)

Send all claim information to:
sales@neonxled.com

After reviewing the claim, NeonXLED may, at its discretion:

  • Repair the product
  • Provide replacement parts
  • Replace the product
  • Issue a full or partial refund

Shipping Damage

If your package arrives visibly damaged, please take photographs before opening the package whenever possible.

Claims related to shipping damage must be reported within 7 days of delivery.

Warranty

All NeonXLED LED neon signs include a 12-month limited warranty covering manufacturing defects and electrical component failures under normal use.

The warranty covers:

  • LED failure
  • Power supply defects
  • Manufacturing defects
  • Electrical faults

The warranty does not cover:

  • Improper installation
  • Physical damage
  • Accidental damage
  • Water damage to indoor signs
  • Damage caused by misuse or modification
  • Damage caused by incorrect power sources

Return Authorization

Returns will not be accepted without prior authorization from NeonXLED.

If a return is approved, customers will receive return instructions and the appropriate return address.

Refund Processing

Approved refunds will be issued to the original payment method.

Refund processing times typically range from 5–10 business days depending on your payment provider.

Non-Returnable Items

The following items cannot be returned or refunded unless defective:

  • Custom text neon signs
  • Custom logo neon signs
  • Personalized products
  • Sale or clearance items
  • Gift cards

Contact Information

For return, warranty, or refund assistance, please contact:

NeonXLED

Email: sales@neonxled.com

Website: https://neonxled.com

Customer Support: Monday–Saturday