Refund policy

Last Updated: March 31, 2026

At Unineon, we take pride in the craftsmanship of our neon signs. Because our products are custom-made at our specialized facility in Vietnam, we have designed this policy to be as simple and transparent as possible for our US customers.

By placing an order with Unineon, you agree to the terms below. If you have any questions, please reach out to us at support@unineon.com.

1. Cancellation Policy

  • Timeframe: You may cancel your order within 12 hours of purchase.
  • Process: After 12 hours, your custom sign enters the production phase, and cancellations are no longer accepted.
  • How to cancel: Email support@unineon.com with your Order Number and the subject line "Cancellation Request."

2. Return & Refund Eligibility

To be eligible for a refund or replacement, the following conditions must be met:

  • Product Condition: The item must be New (unused and in its original packaging).
  • Return Window: You must contact us within 14 days of the delivery date.
  • Accepted Reasons (Defective/Damaged Only): 
    •  Manufacturing defects or quality issues.
    • Damaged during transit (broken acrylic or neon tubing).
    • Incorrect design, color, or size compared to your confirmed order.
    • Missing essential components (power adapters, dimmers, or hanging kits).

Note: As our products are custom-manufactured to your specific requirements, we do not accept returns or refunds for "change of mind," accidental damage by the customer, or installation errors.

3. Return Process (No Shipping Required)

We understand that shipping a large neon sign back to Vietnam is expensive and time-consuming. To make it easier for you:

  • Return Method: Via Email (support@unineon.com).
  • Physical Return: In most cases, no physical return is required. You do not need to ship the item back to our facility.
  • Return Label: Not applicable (as no shipping is required).
  • Restocking Fees: $0.00 (No additional charges).

How to file a claim:

  1. Email us your Order Number.
  2. Attach clear photos or videos showing the defect or damage.
  3. Once our team verifies the issue, we will offer you a Free Replacement or a Full Refund.

4. Refunds

  • Method: Approved refunds are issued strictly to your original payment method (Credit Card, PayPal, etc.).
  • Approval Notice: We will notify you via email once your claim is reviewed.
  • Processing Time: Refunds are processed within 1–5 business days.
  • Bank Clearance: Please allow an additional 3–7 business days for the funds to appear in your account, depending on your financial institution.

5. Exchanges

We do not offer exchanges in all cases. However, if the issue is caused by us (wrong specifications or defective item), we will handle it following our Returning Goods process above.

  • We will send a free replacement or provide a full refund.
  • Customers do not need to place a new order for an exchange.

6. Business Transparency & Address

Unineon operates its design and manufacturing headquarters in Vietnam. While we do not require customers to ship faulty goods back to this address for most claims, we maintain full transparency regarding our location:

  • Business & Return Address (Headquarters): X-CRAFT JS, CN 3-3 LOT., YEN DUONG IZ., Y YEN, NAM DINH, VIETNAM
  • Customer Support Line (US): +1 (626) 621-1189
  • Email: support@unineon.com
  • Business Days: Monday to Friday
  • Business Hours: 9:00 AM – 5:00 PM