Emirates Neons

RETURN, REFUND & WARRANTY POLICY

Custom LED Neon Signs & Acrylic Business Signage

Effective Date: May,2026   |   www.emiratesneons.com

IMPORTANT — PLEASE READ BEFORE ORDERING All Emirates Neons products are CUSTOM-MADE to your exact specifications. Because every sign is uniquely crafted for you, we do NOT accept returns or offer refunds based on change of mind, personal preference, or incorrect information you provided once production has begun.  We stand behind every sign we make. If something genuinely goes wrong on our end — manufacturing defect, transit damage, or our error — we will make it right, every time.

 

1. ORDER CANCELLATION

Before Production Begins

You may cancel your order for a full refund if you contact us BEFORE your order enters production. Production typically begins within 24 hours of payment confirmation, or immediately upon design proof approval — whichever is earlier.

 

To request a cancellation, contact us immediately:

•     Email info@emiratesneons.com with subject line "CANCELLATION – Order #[your order number]"

•     Or WhatsApp / phone us at +1-313-787-5343

•     Include your order number and reason for cancellation

After Production Begins

Once your order has entered production — confirmed by your design proof approval, automatic approval after 72 hours, or auto-approval if "No Design Proof" was selected at checkout — cancellation is no longer possible and no refund will be issued for change of mind.

 

IMPORTANT A custom sign is automatically approved and enters production if you selected "No Design Proof" at checkout, or if you do not respond to your design proof within 72 hours. Please ensure all details are correct before placing your order.

2. DESIGN APPROVAL & PROOF PROCESS

We provide a digital design proof (mockup) for all orders before production begins. This is your opportunity to verify every detail of your sign before we start making it.

 

What to check on your design proof:

•     Exact spelling and punctuation of all text

•     Font style, size, and proportions

•     Color selection for each element of your sign

•     Overall size and dimensions

•     Backing board type and color

•     Sign mounting and accessories

 

CRITICAL Once you approve your design proof — either explicitly or by selecting "No Proof" at checkout, or by not responding within 72 hours — we cannot accept returns or issue refunds for any issues related to text, font, color, or design that were visible in the approved proof. Please review your proof carefully before approving.

3. DAMAGED IN TRANSIT — REPORTING PROCEDURE

Despite our premium multi-layer packaging system and FedEx Express shipping, damage during international transit can occasionally occur. We take full responsibility for signs damaged during delivery — provided you follow the reporting procedure below.

 

Time Limit for Reporting Damage

7-DAY REPORTING WINDOW Transit damage MUST be reported within 7 calendar days of the FedEx delivery date.  The delivery date is the date shown in your FedEx tracking — NOT the date you opened the package. Damage reported after 7 days will not be eligible for replacement under this policy.

 

Step-by-Step Reporting Procedure

1.    Do NOT dispose of any packaging — keep the box, foam inserts, and all materials exactly as received until your claim is resolved.

2.    Photograph the outer box clearly showing all damage to the packaging and the shipping label.

3.    Photograph the sign itself showing all damage clearly from multiple angles in good lighting.

4.    Record a short video (15–30 seconds) showing the damaged sign and packaging together — this is required for all damage claims.

5.    Email us at info@emiratesneons.com with subject line "TRANSIT DAMAGE – Order #[your order number]"

6.    Include in your email: order number, full name, delivery address, all photos, and the video.

 

Upon receiving your damage report we will:

•     Acknowledge your claim within 24 hours

•     Review your evidence and make a decision within 48 hours

•     Provide a free replacement sign shipped via FedEx Express at no additional cost to you

•     In exceptional cases where replacement is not feasible, issue a full refund within 5–7 business days

4. FAULTY OR DEFECTIVE SIGNS

If your sign has a manufacturing defect or electrical fault, we will resolve it under our 24-month warranty.

 

Examples of faults that ARE covered under warranty:

•     LED sections not illuminating correctly

•     Flickering or inconsistent lighting

•     Loose or damaged internal connections not caused by customer handling

•     Missing accessories (remote control, power adapter, mounting hardware)

•     Sign does not match the approved design proof

•     Power adapter failure within 12 months

How to Report a Fault

Email us at info@emiratesneons.com with subject "FAULT CLAIM – Order #[your order number]" and provide:

•     Your order number

•     A clear written description of the fault

•     Multiple photos of the sign clearly showing the issue

•     A short video (15–30 seconds) — start from the power plug, show the controller, then the sign in action

 

REQUIRED Both photos AND a video are required for all fault claims. We cannot process a claim without both. This is necessary for accurate diagnosis and quality analysis.

 

Resolution process:

•     We will first attempt remote troubleshooting via email or video call to resolve the issue

•     If troubleshooting does not resolve the fault, we will arrange a free replacement at no cost to you

•     In cases where replacement is not possible, we may offer a full or partial refund at our discretion

•     The final resolution is decided on a case-by-case basis depending on the source and nature of the fault

5. WARRANTY COVERAGE

Every Emirates Neons sign comes with a 24-month manufacturing warranty under normal use:

 

Warranty Item	Coverage Details
Warranty Period	24 months from FedEx delivery date
What is Covered	Manufacturing defects and electrical component failures under normal use
LED Components	Covered under 24-month warranty for normal usage
Power Adapters	Covered for 12 months under normal usage
Indoor Signs	Covered for indoor dry use only
Outdoor Signs	Covered for outdoor use ONLY when specified at time of order
Physical Damage	NOT covered — accidental impacts, drops, customer-caused damage
Water Damage	NOT covered if indoor sign is used in wet/outdoor conditions
Improper Installation	NOT covered — incorrect voltage, hardwiring errors, modifications
Installation Costs	NOT covered — costs of installing or removing your sign

 

WARRANTY VOID CONDITIONS The warranty is immediately void if: the sign is used outdoors when not specified as outdoor-rated; the sign is exposed to water or excessive humidity; the sign is connected to incorrect voltage (we ship with the correct adapter for your region); physical damage is caused by mishandling, impact, or accidents; or the sign is modified, opened, or tampered with in any way.

6. NON-REFUNDABLE SITUATIONS

The following situations are NOT eligible for returns, replacements, or refunds:

 

•     Change of mind after production has begun

•     Incorrect text, spelling, or design details that were approved by you on the design proof

•     Minor color variations between the digital mockup and the physical sign — all custom signs may show slight variations due to screen calibration differences and the handcrafted nature of production

•     Minor size variations of up to 10% (or 1 inch, whichever is greater) — this is inherent to custom handcrafted production and is not a defect

•     Color appearance of the sign when it is switched OFF — colors appear differently when unlit, which is normal for all LED neon products globally

•     Minor font, kerning, or shape variations — handcrafted signs may have minor differences from digital mockups which are inherent to handcrafting and not faults

•     Damage caused by the customer after delivery including drops, impacts, water exposure, or improper installation

•     Signs used in conditions for which they were not specified — e.g. indoor signs used outdoors

•     Orders where an incorrect delivery address was provided by the customer

•     Parcels seized, held, or destroyed by customs authorities in the destination country

•     Failed delivery due to customer unavailability, refusal to accept, or unclaimed parcels

•     Delays in delivery caused by customs, courier delays, weather, or any events outside our control

•     Installation and uninstallation costs for hardwired signs

7. REFUND PROCESSING

Where a refund has been approved by our team, the following applies:

 

•     Refunds are processed within 5–7 business days of approval

•     Refunds are issued to the original payment method used for the purchase

•     Shipping charges are non-refundable unless the error was entirely on our part

•     Partial refunds may be offered at our discretion for partial faults or partial resolutions

•     You will be notified by email of the expected refund timeline once approved

 

REFUND NOT YET RECEIVED? If you have not received your refund within 10 business days of our approval email, please first check with your bank or credit card provider as processing times vary by issuer. If still not received, contact us at info@emiratesneons.com and we will investigate immediately.

8. RETURN SHIPMENT PROCEDURE

A physical return of your sign is only required in specific cases at our discretion. If we determine a return is necessary:

 

•     We will provide you with specific return instructions in writing — do not ship anything back without prior written approval from us

•     The sign must be returned in its original condition with all original packaging materials

•     The faulty item must be returned within 14 days of receiving our return approval

•     We will provide a prepaid return shipping label for confirmed manufacturing defects

•     Items sent back without prior return approval will not be accepted and will be refused at our facility

 

Please note: We retain photographic and video evidence of every sign's condition at the time of packaging and dispatch. All damage claims will be cross-referenced against this evidence to verify validity.

9. MISSING ITEMS OR INCOMPLETE ORDERS

If any items are missing from your order upon delivery:

 

•     Report missing items within 7 calendar days of the FedEx delivery date

•     Include your order number and a list of missing items

•     Photograph the contents of the package as received

•     We will ship missing items at no additional cost within 5 business days of confirmation

 

SIGNED-FOR DELIVERIES We cannot accept responsibility for a missing order that has been signed for upon delivery. If this occurs, please contact FedEx directly to investigate. We will provide full cooperation with any courier investigation but cannot replace a signed-for delivery.

10. NATURAL VARIATIONS IN HANDCRAFTED SIGNS

By placing an order with Emirates Neons, you understand and accept the following characteristics that are inherent to all handcrafted custom signs and DO NOT constitute defects:

 

•     Slight variations in shape, curve, or letter form compared to digital mockups — all signs are hand-bent and minor variations are a natural characteristic of craftsmanship

•     Minor color tone differences between the mockup displayed on your screen and the physical sign — screen calibration and lighting conditions affect color perception

•     When a neon sign is switched OFF, the color of the flex tubing will appear different from its illuminated color — this is normal and expected for all LED neon products worldwide

•     Size variations of up to 10% or 1 inch (whichever is greater) for signs ordered through the design tool

•     For signs with 2 or more lines of text, especially at smaller sizes, minor font or layout adjustments may be necessary to achieve a balanced result

•     Slight visible solder joints, wiring, or assembly marks on the back of the sign

11. CHARGEBACKS & PAYMENT DISPUTES

CONTACT US FIRST — BEFORE YOUR BANK If you have any issue with your order — damage, defect, non-delivery, or billing — you must contact us directly at info@emiratesneons.com or via WhatsApp/phone before initiating any chargeback or bank dispute. We resolve all legitimate issues promptly and fairly.  Filing a chargeback without first allowing us 30 days to resolve the matter is considered bad faith and a material breach of our Terms of Service. We defend every chargeback with comprehensive documented evidence.

 

For full details on our chargeback policy, please refer to our Terms of Service available at www.emiratesneons.com.

12. GIFT CARDS & PROMOTIONAL DISCOUNTS

•     Gift cards are valid for 3 years from the date of purchase

•     Gift cards cannot be refunded, cancelled, or exchanged for cash

•     Lost or stolen gift cards will not be replaced

•     Gift cards cannot be used in combination with other discount codes or promotional offers

•     Products purchased with gift cards may only be returned in accordance with this Refund Policy

•     Refunds for orders paid with gift cards will be returned as store credit, not to a payment method

13. HOW TO CONTACT US

Our team is here to help. For all refund, return, warranty, or damage queries — contact us before taking any other action. We respond within 24 hours on business days.

 

Email	info@emiratesneons.com
Phone / WhatsApp	+1-313-787-5343
Website	www.emiratesneons.com
Response Time	Within 24 hours (business days)
Damage Claims	Subject: "TRANSIT DAMAGE – Order #[number]"
Defect Claims	Subject: "FAULT CLAIM – Order #[number]"
Cancellations	Subject: "CANCELLATION – Order #[number]"
Refund Status	Subject: "REFUND STATUS – Order #[number]"

 

OUR PROMISE TO YOU Emirates Neons is a small business that genuinely cares about every sign we make and every customer we serve. If something goes wrong on our end, please contact us first — we will always do our best to make it right. Our goal is that every customer receives a sign they love and an experience they remember.

 

© 2026 Emirates Neons · All rights reserved · Last updated 2026

info@emiratesneons.com   ·   +1-313-787-5343   ·   www.emiratesneons.com

Emirates Neons reserves the right to update this policy at any time.