Shipping, Breakage & Warranty Policy

All products sold on CustomNeon.in are custom-made to order and manufactured specifically for each customer. By placing an order, the customer agrees that the product is a custom good and is not eligible for return or refund.

Production & Fulfilment

Orders enter production based on the details submitted at checkout and, where required, final design approval. All website orders are processed electronically using the information provided during checkout and any subsequent design communication.

All digital records, approvals (where applicable), and confirmations captured during checkout and order processing are considered final and binding, as agreed to by the customer under the Checkout Acceptance Clause.

Fulfilment timeline:

• Orders are typically completed and released for shipment within 4–5 business days after approval and payment.
• Once production begins, orders cannot be cancelled, modified, or refunded. Any cancellation requests before production begins may be considered on a case-by-case basis and may be subject to a cancellation fee.
• Orders are shipped via express carriers such as DHL, FedEx, UPS, or equivalent services. Tracking details are shared once the order is released for shipment.

Delivery Acceptance & Inspection

Delivery of the package constitutes acceptance of shipment.

The customer is required to accept delivery of the package at the shipping address provided.

Customers must:

• Accept the shipment upon delivery
• Inspect the package and product immediately upon delivery
• Open and examine the sign within 24 hours

Any shipping damage or transit breakage must be reported within 24 hours of delivery with clear photographic or video evidence sent to cs@customneon.in. This evidence is required so we can verify the issue, assess responsibility, and work with our logistics and quality teams to provide an appropriate solution.

If the customer refuses delivery, fails to accept the package, or the shipment is returned due to non-acceptance, the order will be treated as delivered and accepted, and no refund, return, or replacement will be issued.

Claims submitted after 24 hours will be considered accepted as delivered in good condition.

No Returns. No Refunds. No Exchanges.

Because all products are custom-manufactured, all sales are final.

We do not offer:

• Returns
• Exchanges
• Refunds
• Chargebacks for change of mind, size, colour, or design preference

This applies even if the customer later decides they no longer need the sign.

1-Year Warranty

All signs include a 1-year limited warranty covering manufacturing and electrical defects under normal use.

This warranty provides a solution, not a refund.

• If the issue is caused by our manufacturing or materials, we will repair, replace parts, or replace the sign, at our discretion.
• If the issue is caused by installation errors, power issues, handling, or external damage, we will still assist by offering paid repair support or guidance for local repair options.

Our goal is to ensure the customer ends up with a fully functioning sign, regardless of the cause.

The warranty does not entitle the customer to a refund or return under any circumstances.

What Is Not Covered

The warranty does not cover:

• Physical damage from drops, impact, or mishandling
• Incorrect power sources, voltage fluctuations, or tampering
• Water or weather exposure on non-outdoor-rated signs
• Normal wear and cosmetic aging over time

Customs, Duties & Taxes

The customer is responsible for all applicable customs duties, GST, VAT, or other government charges where applicable. These charges are not included in the order total and cannot be used as a reason for refusal, cancellation, or chargeback.

Refused or Undeliverable Shipments

If a shipment is refused, abandoned, or returned due to incorrect address details, failure to accept delivery, or unpaid charges, the customer remains responsible for all shipping and handling costs. No refunds will be issued.

Carrier Responsibility

Once shipped, the courier assumes control of the delivery. We will assist with tracking and claims where possible; however, courier delays, handling issues, or external disruptions are not grounds for cancellation, refund, or chargeback.

For any questions related to shipping, breakage, or warranty claims, please contact: cs@customneon.in