Custom Illuminated Signage Terms and Conditions

Please read these Custom Illuminated Signage Terms and Conditions (hereafter "Terms" or "Terms and Conditions") carefully before purchasing or using signage or accessories from Custom Neon's Custom Illuminated Signage range (hereafter "Custom Illuminated Signage", “Illuminated Signage” or “Illuminated Signs” or “the Product”) or interacting with the purchasing system, customer support or other services (hereafter “the Service” or “Service”) operated by Custom Neon (hereafter "us", "we", or "our").

For our full Website Terms and Conditions please click here.

For our full LED Neon Sign Terms and Conditions please click here.

For our Privacy Policy please click here.

Import Duty

Please note that the purchaser is responsible for any import or customs duty charges.

Product Availability & Shipping

Our Custom Illuminated Signs are made to order. Standard orders take 3-5 weeks, including production and shipping. 'Rush' orders take 2-3 weeks*, including production and shipping to addresses in the USA and Canada. Please choose the 'Rush My Order' option at checkout, and let us know the date by which you need your sign to arrive. We will make every effort to ensure your purchased Product reaches you within the stated timeframe, but we make no guarantees, as issues can arise that are outside of our control. *Customs clearance may increase the delivery time for some countries.

Custom Neon reserves the right to change our prices at any time.

Custom Neon reserves the right to refuse or cancel certain orders at our sole discretion. You will be informed of any such refusal or cancellation within a reasonable timeframe, and a reason for the refusal or cancellation will be provided.

Payment and Billing

Payment is required in full before production can begin. Once you have approved a design, you will receive an invoice via email. When payment has been made, your sign will go into production.

Our Design Service

We are happy to offer a free design service to our customers, providing one or more designs for your approval at no extra charge. If you have a change of mind and wish to amend or cancel your order before the sign goes into production, we will happily offer a partial or full refund. Once a custom sign order is approved and has gone into production, we are no longer able to offer a refund. Please note that a custom sign is automatically approved if "NO" design proof is selected when ordering.

Returns & Refunds

Custom Neon offers returns and refunds for faulty products only. Custom Neon will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case-by-case basis depending on the source of the fault and is at the sole discretion of Custom Neon.

• Please contact us at [email protected] to let us know which products you wish to return and why, attaching a short video of your sign as well as photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you are not able to provide both a video and photo(s) of the problem, then our ability to rectify your issue will be limited. Once we have received all of the required information, we will be in touch to try to resolve the issue.
• If a return has been agreed, please note that you must return the faulty product in its original condition with all of its original packaging.
• If a return has been agree,d the faulty item must be returned for inspection by Custom Neon within 14 days of when you received the product.
• If a replacement has been agreed, Custom Neon will endeavor to produce and ship the replacement product to you as soon as possible.
• If a full or partial refund has been agree,d Custom Neon will let you know when you can expect to receive the refund.

Custom Illuminated Signage Warranty

Our Custom Illuminated Signage products come with a three-year warranty that covers the outer sign materials and internal electrical components when used appropriately. All accessories supplied by Custom Neon carry a one-year warranty.

Warranty Coverage for Hardwired & Installed Signs

Please note that all Individual Letter signs must be installed by a qualified electrician, or the warranty may be void.

If your sign was hardwired in by an electrician, it is at our sole discretion to decide if the occurring fault is covered under our three-year warranty.

If, in the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair.

Custom Neon bears no responsibility for any costs incurred when installing and/or uninstalling your sign.

Please note that your sign's colour may fade over time if exposed to harsh elements such as continuous sunlight or rain.

Damaged in Transit

We recommend opening your Custom Neon parcel upon delivery. In the unlikely event that your sign has been damaged in transit, Custom Neon will ensure that a resolution is provided.

Damage must be reported within 7 days of delivery of your Custom Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date, which can be found by following the prompts in your tracking email.

If you believe your item has been damaged in transit and you are within the 7-day claim period, please send an email to your LED Neon Designer or [email protected] with all of the following:

• a clear photo of the damage to the sign,
• a clear photo of the box & any damage to the outer box,
• and a clear photo of the shipping label on the box.

Lost, Missing & Stolen Signs

Custom Neon takes all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service that requires a signature on delivery. The customer may request to opt out of the signature on delivery directly through the shipping service once the shipment process has begun. Please be aware that if you choose to opt out of the signature-on-delivery requirement, Custom Neon will take no responsibility for lost, missing, or stolen parcels that have been marked as ‘delivered’ by the shipping service.

Missing Items

We recommend opening your Custom Neon parcel upon delivery. In the unlikely event that you're missing something you ordered, Custom Neon will ensure that a resolution is provided.

Missing items must be reported within 7 days of delivery of your Custom Neon sign to be eligible for a replacement.

Copyright and Trademarks

You warrant to Custom Neon that you have copyright in, or a license to authorize Custom Neon to reproduce all materials supplied by you to Custom Neon for the purpose of the Product. You expressly authorize Custom Neon to reproduce all and any of such works for the purposes of the Product.

You warrant you have the right to use applicable trademarks which may be incorporated in any Product.

You indemnify and agree to keep Custom Neon indemnified against all liability, losses, or expenses incurred by Custom Neon in any way directly or indirectly connected with any breach of copyright and trademarks or any third party in relation to any materials supplied by you for the purpose of the Product.

All Goods and/or Services provided by Custom Neon may only be used for lawful and ethical purposes. This includes but is not limited to copyrighted material. Custom Neon is not required to produce any Goods and/or provide any Services it considers to be unethical, objectionable, threatening, obscene, or pornographic.

The Terms and Conditions contain the entire agreement between you and us regarding the purchase and use of Illuminated Signage purchased from Custom Neon, and supersede any prior agreement between you and us on such subject matter. The parties acknowledge that no reliance is placed on any representation made but not expressly contained in these Terms and Conditions.

Any failure on our part to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision. The failure of either party to exercise in any respect any right provided for herein shall not be deemed a waiver of any further rights hereunder.

If any provision of the Terms and Conditions is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the Terms and Conditions shall otherwise remain in full force and effect and enforceable.

The Terms and Conditions are not assignable, transferable, or sublicensable by you except with our prior written consent, but may be assigned or transferred by us without restriction. Any assignment attempted to be made in violation of the Terms and Conditions shall be void.

The section titles in the Terms and Conditions are for convenience only and have no legal or contractual effect.

Warranties, Disclaimers, and Limitations of Liability

CustomNeon.com AND ALL SITE CONTENT IS MADE AVAILABLE TO YOU ON AN "AS IS" BASIS. Custom Neon MAKES NO WARRANTIES, REPRESENTATIONS, OR CONDITIONS OF ANY KIND, EXPRESS, STATUTORY, OR IMPLIED AS TO (1) THE OPERATION AND FUNCTIONALITY OF CustomNeon.com, (2) THE ACCURACY, INTEGRITY, COMPLETENESS, QUALITY, LEGALITY, USEFULNESS, SAFETY, AND IP RIGHTS OF ANY OF CustomNeon.com CONTENT, AND (3) THE PRODUCTS AND SERVICES ASSOCIATED WITH CustomNeon.com OR SITE CONTENT. Custom Neon FURTHER DISCLAIMS ALL WARRANTIES, EXPRESS, STATUTORY, OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, MERCHANTABLE QUALITY, DURABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, THAT YOU OBTAIN FROM Custom Neon OR CustomNeon.com SHALL CREATE ANY WARRANTY, REPRESENTATION, OR CONDITION NOT EXPRESSLY STATED HEREIN.

Custom Neon DISCLAIMS ALL LIABILITY FOR ANY (A) INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, EXEMPLARY, RELIANCE, OR CONSEQUENTIAL DAMAGES, (B) LOSS OF PROFITS, (C) BUSINESS INTERRUPTION, (D) LOSS OF OR DAMAGE TO REPUTATION OF Custom Neon OR ANY THIRD PARTY, OR (E) LOSS OF INFORMATION OR DATA.

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES, THE LIMITATION OR EXCLUSION OF IMPLIED WARRANTIES, OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. IF YOU RESIDE IN SUCH A JURISDICTION, THE ABOVE LIMITATIONS SHALL APPLY TO YOU TO THE FULLEST EXTENT PERMITTED UNDER APPLICABLE LAW.

Last updated: March 29, 2026