Thank you for shopping with Aura Neon Signs. As all of our neon signs are custom-made to order, we encourage you to review this policy carefully. This policy outlines the terms, conditions, and timelines for returns, refunds, exchanges, and cancellations.
Contact Information
If you have any questions regarding returns or refunds, please contact us:
Email: support@neonsigns.com
Phone: +1 (213) 397-8873
Policy Overview
- Return Window: Within 14 days of delivery (eligible cases only)
- Return Method: By mail
- Return Shipping Cost: Free for approved faulty or incorrect items
- Refund Processing Time: Within 5 business days after inspection
- Restocking Fee: None
Order Cancellation
- Orders may be cancelled within 12 hours of purchase by contacting our support team.
- Once an order has entered production or has been shipped, cancellations are not possible, as all items are custom-made.
Return Eligibility & Conditions
Because our neon signs are custom-made, we do not accept returns for change of mind, incorrect selections, or customer errors (such as size, colour, or design choices).
However, you are eligible for a return, replacement, or refund if:
- The item arrives faulty or defective
- The item is damaged during transit
- The item received is not as described
- You receive the wrong product
Additional Conditions:
- Returns must be requested within 14 days of delivery
- Proof of purchase is required for all return requests
- Each case is reviewed individually to ensure a fair resolution
How to Request a Return
Contact Support
Email support@auraneonsigns.com with:
- Your order number
- Reason for the return
- Clear photos or videos showing the issue (if applicable)
Return Authorization
If approved, you will receive return authorization and detailed instructions.
Packaging & Shipping
- Securely pack the item using original packaging where possible
- Follow the provided return instructions
- Use a tracked shipping method
Refund Policy
- Once the returned item is received and inspected, we will notify you of the outcome within 5 business days.
- You will receive a confirmation email once the refund has been processed.
Exchange Policy
We offer exchanges only for faulty, damaged, or incorrect items.
Requests must be submitted within 14 days of delivery.
Special Cases & Exceptions
Damaged or Defective Items: If your item arrives damaged or defective, please contact us within 48 hours of delivery. We will arrange a free return and offer a replacement or full refund, based on your preference.
Incorrect Item Received: If you receive the wrong product, we will cover return shipping and send the correct item at no additional cost.
Lost Packages: If your package does not arrive within the estimated delivery timeframe, please contact us so we can initiate an investigation with the shipping carrier.
Processing Timeframes
- Return Requests: Must be initiated within 14 days of delivery
- Refund Processing: Within 5 business days after inspection and approval
Return Address
30 N Gould St #58414, Sheridan, WY, 82801, USA
Contact Information
Store Name: Aura Neon Signs
Business Address: 30 N Gould St #58414, Sheridan, WY, 82801, USA
Email: support@auraneonsigns.com
Phone: +1 (213) 397-8873
Business Hours: Monday to Friday, 9:00 AM - 5:00 PM (MST, GMT -7)