Store Policies & Warranty
Please review our policies carefully before placing an order. Every Neon Frame Studio frame is custom-made using your uploaded photo and design.
🎨 Design Approval & Accuracy Policy
Customer Design Responsibility
Neon Frame Studio products are custom-made using your uploaded image and design choices. By placing an order, you confirm you have reviewed and approved your final design before checkout.
Image Quality & Detail Accuracy
Final product quality depends on the clarity and resolution of your uploaded image. We are not responsible for missing details or inaccuracies caused by:
- Low-resolution, blurry, or pixelated images
- Poor lighting, heavy shadows, reflections, or glare
- Obscured, cropped, or partially blocked details
- Very small or unclear text, logos, badges, or fine details
AI & Artistic Interpretation
Our process may include AI-assisted rendering and manual refinement. While we aim to closely match the approved design, minor variations can occur (such as line thickness, glow intensity, or lighting diffusion). These variations are normal and not considered defects.
Preview Disclaimer
On-screen previews are digital representations intended to show overall layout and lighting style. Actual brightness and colour appearance may vary slightly depending on materials, ambient lighting, and viewing distance.
Changes After Purchase
Design changes may be requested within 12 hours of purchase. Once production has started, changes are no longer possible.
🔒 Returns & Refunds Policy
Made-to-Order Products
All Neon Frame Studio products are custom-made to order using a photo and design provided by the customer. Each frame is created specifically for the individual customer and cannot be resold or repurposed.
Returns & Change of Mind
Due to the custom nature of our products, we do not accept returns or exchanges for change of mind, including:
- Deciding you no longer want the item
- Ordering the wrong size or finish
- Personal preference after receiving the product
Design Responsibility
Customers are responsible for uploading the correct photo and reviewing their design before checkout. By placing an order, you confirm that you have reviewed and approved your design. We will also do all necessary steps to ensure quality assurance and following requests.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery with your order number and clear photos/video showing the issue.
If confirmed as a manufacturing fault or transit damage, we may offer a replacement, repair, refund, or store credit (at our discretion).
Non-Returnable Items
- Custom frames made using customer-supplied photos
- Items marked as final sale
- Gift cards
🚚 Shipping Policy
Processing & Production Time
All Neon Frame Studio products are custom-made to order. Typical production time is 3–7 business days after your design is confirmed.
Shipping Options & Delivery Timeframes
- Standard Shipping (Free): 12–20 business days
- FedEx Shipping: 7–12 business days
- DHL Express: 5–8 business days
Delivery timeframes are estimates and may vary depending on destination, customs processing, and courier conditions.
International Shipping
International orders may be subject to customs duties, taxes, or import fees. These fees are the responsibility of the customer and are not included in product or shipping prices.
Tracking
Once shipped, you’ll receive an email with tracking details. Please allow 24–48 hours for tracking updates to appear.
Delays, Incorrect Address & Failed Delivery
We are not responsible for courier delays once the order has left our facility. If a parcel is returned due to an incorrect/incomplete address or failed delivery attempts, reshipping fees may apply.
Damaged or Missing Packages
Contact us within 48 hours of delivery with your order number and clear photos of the packaging and item.
🛡️ Warranty Policy
Warranty Coverage
All Neon Frame Studio frames include a 12-month warranty from the date of delivery, covering manufacturing defects and electrical faults under normal indoor use.
What’s Covered
- LED lighting failure (not caused by misuse)
- Power supply faults (adapter/controller) supplied with the frame
- Wiring or internal connection faults
- Defects in materials or workmanship
What’s Not Covered
- Accidental damage, drops, cracks, or impact damage
- Water damage, outdoor exposure, or excessive humidity
- Damage caused by third-party power adapters/cables or incorrect voltage
- Normal wear and tear, cosmetic scratches, or aging of materials
- Issues caused by modifications, repairs, or tampering
How to Claim Warranty
Email us with your order number and clear photos/video showing the issue. If troubleshooting is required, we may ask for a short video to confirm the fault.
🌍 Customs, Duties & Taxes Policy
International Orders
Neon Frame Studio ships internationally. Orders delivered outside your local country may be subject to customs inspections and additional charges imposed by the destination country.
Duties, Taxes & Import Fees
Customs duties, VAT, GST, sales tax, or import fees are not included in product or shipping prices. These charges are determined by local customs authorities and are the responsibility of the customer.
Courier Handling Fees
Some couriers may charge additional handling or processing fees for customs clearance. These fees are outside our control and must be paid by the recipient before delivery.
Delays Due to Customs
Customs processing times vary by country and may cause delivery delays. Neon Frame Studio is not responsible for delays caused by customs clearance procedures.
Refused or Unpaid Customs Charges
If a shipment is refused or returned due to unpaid customs charges, incorrect import information, or failure to clear customs, the customer is responsible for any return shipping, storage, or reshipment fees.
⚡ Electrical Safety & Usage Policy
Intended Use
Neon Frame Studio products are designed for indoor use only and must be operated in a dry, well-ventilated environment.
Power Supply & Voltage
Frames must be used only with the power adapter and controller supplied with the product or approved by Neon Frame Studio.
- Do not use third-party or incompatible power adapters
- Do not modify cables, connectors, or internal components
- Use only the specified voltage for your region
Installation & Handling
Frames should be mounted securely using the provided mounting hardware or canvas stand. Avoid excessive bending, pressure, or impact to the frame, LED tubing, or wiring.
Environmental Conditions
Exposure to moisture, water, extreme heat, direct sunlight, or outdoor conditions may cause damage and is not covered under warranty.
Safety Disclaimer
Neon Frame Studio is not responsible for damage, injury, or malfunction resulting from improper use, unauthorized modifications, incorrect power supply, or failure to follow safety guidelines.