Order Cancellations
Since Go Custom Neon specializes in made-to-order products, orders cannot be modified or canceled once the production process has begun. This policy applies to all custom products as well as pre-designed products available in our shop.
Cancellation Window
You may cancel or modify your order within the following timeframes after purchase:
- Standard Orders: Within 4 hours of purchase
- Rush Orders: Within 1 hour of purchase
After these timeframes, the order and design are considered final and cannot be canceled.
How to Request a Cancellation
To request a cancellation and be eligible for a refund, please email us within the applicable timeframe using the subject line:
“Cancel Order [Order Number]”
Requests submitted after the allowed cancellation window will not be accepted.
Design Modifications
Please note: Custom orders with pre-approved designs cannot be canceled. However, you may request design changes multiple times before production begins.
Refund Processing Timeline
Once approved, refunds typically take 8–10 business days to appear in your original payment method.
Quality Assurance
At Go Custom Neon , we are committed to delivering high-quality products free from manufacturing defects. In the rare event that you receive a defective product, we will assist you promptly as outlined below.
Returns for Ready-Made Products
Ready-made (non-custom) products may be returned within 21 days of delivery if a manufacturing defect is identified.
Return Requirements:
- The item must be returned in its original condition
- All original packaging must be included
- Clear documentation and photos of the defect are required
Note: Custom or made-to-order products are not eligible for standard returns. However, if a custom product has a verified manufacturing defect, we will repair or replace it after inspection.
Replacements and Refunds
If a manufacturing defect or missing item is confirmed, Go Custom Neon will offer an appropriate resolution.
Resolution Process:
- Replacements are provided for verified defective or missing items
- Refunds for product costs and/or shipping are issued at our discretion and according to warranty guidelines
- Refunds will not be issued without valid proof
- In many cases, a brand-new replacement may be offered instead of a refund
How to Start a Return, Replacement, or Refund Request
Please contact our support team with detailed information and supporting documentation regarding your issue.
Missing or Damaged Items Claims
Required Documentation:
To ensure fast resolution, please provide:
- An unboxing video clearly showing the package being opened
- Photos of the package condition before opening
- Clear photos of all items received
- Photos of box damage from multiple angles (if applicable)
- Photos or videos taken prior to opening if the package appears damaged, punctured, or bent
Why Documentation Is Important:
This information helps us:
Protect both the customer and our business
Work effectively with shipping and insurance partners
Validate claims related to missing, damaged, or incorrect items
Replacements will only be issued after documentation has been reviewed and approved.
Orders on Hold Due to Missing Information
If an order cannot proceed due to missing information (such as images, design approvals, or reference materials), our team will attempt to contact you via email, phone, or other available communication methods.
Follow-Up Timeline:
4–5 follow-up attempts will be made
Follow-ups may continue for up to 90 days from the order date
Refund Window Closure
If the required information is not received within 90 days, the refund and cancellation window will permanently close. No refunds or cancellations will be permitted beyond this period.
Order Fulfillment After 90 Days
If you provide the required details after 90 days and the order specifications remain unchanged, Go Custom Neon will still fulfill the order. Updated production timelines will be shared accordingly.
Contact Us
For any questions regarding cancellations, refunds, replacements, or this policy, please Email us at support@gocustomneon.com.
We are committed to transparent communication and fair resolutions.
