Policies - Checkout

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.

🛡️ 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.

If the issue is confirmed as a warranty fault, we may offer a replacement part, repair, or replacement (at our discretion).
Questions? Email support@neonframestudio.com
🔒 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
Once production has begun, the order cannot be modified.

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
Questions? Email support@neonframestudio.com
🚚 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.

Questions? Email support@neonframestudio.com