Refund policy

Refund Policy

At Crossover Lighting, we want you to be completely satisfied with your purchase. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. ELIGIBILITY (Return Conditions)

To be eligible for a general return, your neon sign must be in the exact condition that you received it: unused, uninstalled, free from any mounting marks or scratches, and in its original packaging. All included accessories (such as power adapters, dimmers, and mounting hardware) must also be returned intact. You’ll also need the receipt, order number, or proof of purchase. (Please note: Signs that have been installed, altered, or have had their acrylic protective film removed are not eligible for a general return.)

2. RETURN SHIPPING & FEES

  • Return Shipping Cost: Please note that customers are responsible for paying the return shipping costs. Shipping costs are non-refundable.

  • Restocking Fee: We do not charge any restocking fees for returned items.

3. HOW TO START A RETURN

To start a return, you can contact us at support@crossover-lighting.shop. Please Note: Returns must be sent to the following address:

Return Warehouse Address : NO.1 Dongyuanxiang Street, Panyu District, Guangzhou, Guangdong Province, PRC

Phone/WhatsApp: +86 15989179133

Email: support@crossover-lighting.shop

Once your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

4. DAMAGES AND ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Damages Upon Arrival: > Neon signs are fragile items. Please inspect your package immediately upon delivery. If your sign arrives damaged, you must contact us within 48 hours of delivery at support@crossover-lighting.shop with clear photos or an unboxing video showing the damaged item and the original packaging. Claims made after 48 hours may not be eligible for a free replacement.

5. Custom Order Disclaimer
Custom Products: Due to the personalized nature of custom neon signs, these items are non-refundable and cannot be canceled once production has begun (typically within 24 hours of order placement). We do not accept returns for change of mind on custom orders.

6. EXCEPTIONS / NON-RETURNABLE ITEMS

  • Custom Products: Custom-designed neon signs are non-returnable unless they arrive defective or damaged. If there is a quality issue, we will offer a replacement or a full refund.

  • Non-returnable: Sale items and gift cards are non-refundable.

7. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. REFUNDS

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 5 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

"Please note:

We do not charge any restocking fees for returned items."