At ShineGlowNeon, we want you to love your neon sign. However, we understand that unexpected issues can happen. This Return & Refund Policy explains how we handle returns, refunds, and replacements to ensure a clear and fair process.
By purchasing from shineglowneon.com, you agree to the terms outlined below.
1. Custom-Made Products
All of our neon signs are made-to-order and customized based on your selected design, color, and size.
Because each item is personalized, we generally do not accept returns for custom orders. However, we do accept returns if the product is:
- Brand new and unused, or
- Lightly used and still in excellent, resellable condition, or
- Damaged, defective, or incorrect upon arrival
Please review your design choices carefully before confirming your order to avoid mistakes.
2. Damaged or Defective Products
We take great care in packaging and shipping every order. If your neon sign arrives damaged or defective, we will assist you promptly.
Steps to report damaged or defective items:
- Inspect your order immediately upon delivery.
- Contact us within 7 days of delivery at support@shineglowneon.com.
- Include:
- Your order number
- Clear photos and/or videos showing:
- The damage or defect
- External packaging
- Product condition
After review, we will provide either:
- A replacement, or
- A full refund
Return shipping costs for approved damaged or defective items will be covered by ShineGlowNeon.
3. Incorrect Products
If you receive an incorrect item (wrong size, color, design, or specification), we will make it right.
Steps to report incorrect products:
- Notify us within 7 days of delivery
- Email support@shineglowneon.com
- Include your order number and photos showing the incorrect item received
Once verified, we will:
- Send a replacement, or
- Issue a full refund based on your preference
Return shipping costs will be covered by us.
4. Returns Due to Change of Mind
Since our products are custom-made, returns for change of mind are accepted only if the product is returned in brand-new, unused, or slightly used condition.
To qualify:
- The neon sign must be fully functional
- No major damage, modifications, or heavy wear
- Returned with original packaging whenever possible
Please confirm your design, size, and color selections carefully before checkout. Return shipping costs for change-of-mind returns are the responsibility of the customer.
5. Refunds
If your order qualifies for a refund (damaged, defective, or incorrect items), the following applies:
- Refund Method: Original payment method used at checkout (credit card, PayPal, etc.)
- Processing Time: 5–7 business days after approval and receipt (if applicable)
- Partial Refunds: May apply if only part of the order is returned
6. Order Cancellations
- Before Production: Orders may be canceled within 12 hours of purchase.
- After Production Begins: Orders cannot be canceled once production has started.
Please review your order details carefully before confirming.
7. How to Return a Product
For eligible returns:
- Email support@shineglowneon.com with your order number and issue description.
- We will provide return instructions and any required shipping labels.
- Return address (returns consolidation warehouse):
17588 Rowland St, City of Industry, CA 91748, US
Return conditions:
- Items must be in original packaging
- Products must be unused and undamaged
Return shipping:
- Covered by ShineGlowNeon for damaged, defective, or incorrect products
- Customer pays return shipping for all other cases
8. Exchanges
We do not offer direct exchanges.
However, if you receive an incorrect product, we will arrange a replacement at no additional cost after verification.
9. Shipping Fees
- Free shipping on all U.S. orders
- Return shipping covered by us only for damaged, defective, or incorrect products
- Restocking fee: None
10. Lost or Stolen Packages
Once a package is marked as delivered by the carrier, ShineGlowNeon is not responsible for loss or theft.
If you believe your package was lost in transit, please contact the carrier directly using the tracking number provided.
11. Return Shipping Guidelines
- Customers are responsible for return shipping costs unless otherwise stated
- Return shipping fees are non-refundable
- Include a copy of your order confirmation or receipt with a note explaining the issue
- For items over USD $75, we recommend using a trackable shipping service or shipping insurance
- We cannot guarantee receipt of returned items without tracking
12. Customer Support
If you need assistance with returns or refunds, please contact us:
Representative Office
30 N Gould ST STE R, Sheridan, WY 82801, US.
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 (213) 419-4504
📧 Email: support@shineglowneon.com
Response Time: We aim to reply within 24–48 hours.
By purchasing from shineglowneon.com, you agree to this Return & Refund Policy. Our goal is to make your experience smooth, transparent, and as bright as our neon creations.