30-Day Return Window
We offer a 30-day return policy on all standard, non-custom items. If 30 days have gone by since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original premium retail packaging. This ensures the fragile glass and LED components remain protected during transit.
Custom vs Standard Items
Because our custom neon signs are bespoke pieces of lighting art tailored specifically to your typographic requests and dimensions, they are strictly non-refundable and non-returnable unless they arrive damaged or defective. Standard catalogue items (such as our Limited Edition and Staff Pick collections) are fully eligible for the 30-day return window, provided they meet our condition requirements.
Condition Requirements
Returned items must include all original mounting hardware, power supplies, and dimmers. The acrylic backing must be free of scratches, and the LED/glass tubes must be completely intact. We reserve the right to refuse a refund if the returned product shows signs of installation, wear, or damage caused by improper repacking by the customer.
How to Initiate a Return
To initiate a return, please email our support team at support@acesnook.com with your order number, a brief explanation of the reason for return, and photographs of the item if you are reporting damage. Our team will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address to our London studio. Customers are responsible for paying their own shipping costs for returning non-defective items.
Refund Processing Times
Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-7 business days. Please note that original shipping costs are non-refundable.
Warranty Claims
We are proud to offer a comprehensive 2-year manufacturing warranty on all AceSnook Studio signs. This warranty covers electrical faults, LED dimming issues, and power supply failures under normal indoor usage. It does not cover accidental damage, improper installation, or outdoor use (unless specifically manufactured as an outdoor-rated sign). If you experience a fault within 2 years, contact us for a free repair or replacement component.
Need to process a return or claim a warranty? Email support@acesnook.com.