Return & Refund Policy – Neon Empire Co.

Effective Date: December 25, 2025

Neon Empire is committed to providing clear and transparent return and refund terms in accordance with Google Shopping Ads policies and consumer protection standards.

Please read this policy carefully before placing an order.

1. Custom & Made-to-Order Products

All Neon Empire products are custom made to order based on customer-selected specifications such as size, design, color, and layout.

Because of the personalized nature of our products:

  • We do not accept returns or refunds for change of mind
  • We do not accept returns due to incorrect information provided by the customer at checkout (including design details, dimensions, or spelling)

Production begins shortly after order confirmation, and items cannot be resold or reused once manufactured.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you are eligible for a resolution.

To qualify:

  • You must contact us within 7 days of delivery
  • You must provide clear photos or videos showing the issue
  • The issue must not be caused by misuse, modification, or improper installation

Please contact:
Email: support@neonempireco.com
Include your order number and supporting images.

3. Resolution Options

Once your claim is reviewed and approved, we may offer one of the following resolutions, depending on the situation:

  • Replacement of the affected item
  • Partial refund
  • Full refund

The resolution method is determined based on the nature of the issue and feasibility of replacement.

4. Refund Processing Time

  • Approved refunds are processed within 5–7 business days
  • Refunds are issued to the original payment method
  • Processing time may vary depending on your payment provider or bank

5. Return Shipping

  • In cases where a return is required due to defect or error, return instructions will be provided by our support team
  • Customers should not return items without prior authorization
  • Unauthorized returns may not be processed

6. Order Cancellations

  • Orders may be canceled only if production has not yet begun
  • Once production starts, cancellations are not guaranteed
  • To request a cancellation, contact us as soon as possible at support@neonempireco.com

7. Non-Returnable Situations

Returns or refunds will not be issued for:

  • Change of mind
  • Incorrect customization details provided by the customer
  • Normal wear and tear
  • Minor color variations due to screen display differences
  • Delays caused by customs, carriers, or events outside our control

8. Contact Information

For any questions regarding returns or refunds, please contact us:

Neon Empire
Email: support@neonempireco.com
Phone: +1 (828) 680-0388

Address: 30 N Gould St Ste N, Sheridan, WY 82801 – United State