Updated: September 16, 2026
Thank you for shopping with Wallaesthetic. This Refund and Returns Policy explains the rules for ready-made products and custom-made products purchased through wallaesthetic.com. Because custom products are created specifically for each customer, different cancellation and return rules apply.
1. Contact Us Before Returning Anything
Before sending any product back, please submit a request through our Contact Us page and include your order number and the reason for the request. Returns sent without prior authorization may be refused or delayed.
After a return is approved, our customer service team will provide the correct return address and instructions. Please do not send products to an address shown on a shipping label or elsewhere on the website unless we have specifically authorized that address for your return.
2. Ready-Made Products: 30-Day Returns
For a change-of-mind return, contact us within 30 calendar days after delivery for an eligible ready-made product. The product must be unused, uninstalled, undamaged, and in its original condition with its original packaging, accessories, cables, controllers, hardware, and proof of purchase. These condition requirements do not automatically exclude a valid quality or order-accuracy claim; see section 4.
For acrylic mirrors, the front protective film must remain in place and the self-adhesive backing must not have been peeled, exposed, or used. Products showing signs of installation, use, modification, scratches, customer-caused damage, or missing components are not eligible for a change-of-mind return.
Once a return is authorized, the product should be shipped using a trackable service within 7 calendar days. Approval of a return request does not guarantee a refund if the returned product does not meet the eligibility requirements described above.
3. Custom Products and Cancellation
Custom LED neon signs and custom line-art mirrors are made specifically from the customer’s photographs, artwork, logos, instructions, selected size, selected shape, and other requirements.
You may cancel a custom order for a full refund if we receive your request before actual physical production has started. This remains true if the design proof has already been approved but physical production has not begun. The refund includes the amounts paid for the cancelled order, including shipping, rush-production, and design-revision fees; we do not deduct a design or cancellation fee.
Actual physical production means work on your custom item, such as cutting or printing the acrylic, cutting LED channels, or fitting the LED strip. Design communication, preparing or revising a proof, general material preparation, and waiting in the production queue do not count. We record when physical production starts and will explain the order status when handling a cancellation request. Once physical production has started, change-of-mind cancellations and returns are not accepted. This does not affect the quality remedies in section 4 or the delayed-shipment rights in section 10.
Every custom order receives a final design proof for explicit approval before production, after full payment and complete information. Please carefully check names, spelling, colors, layout, size, shape, image selection, and other design details. Silence is not approval. Minor visual differences from screen settings, lighting, materials, or hand assembly may occur; necessary artwork simplification and LED-routing changes should be shown or explained before approval. These variations do not excuse a manufacturing defect or a material departure from the approved design or confirmed specifications.
The custom-product restriction does not remove your rights if the product arrives damaged, is the wrong item, has a manufacturing defect, or materially differs from the final design or specifications confirmed by Wallaesthetic.
4. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your order promptly and report damage, defects, incorrect items, or missing components as soon as possible, ideally within 7 calendar days after delivery. Prompt reporting helps us preserve delivery evidence. This is not a seven-day warranty or an automatic cutoff: a valid defect claim discovered later will still be assessed under the applicable product terms and consumer law.
Please provide your order number, a description of the problem, photographs of the full product and affected area, and photographs of the outer packaging and shipping label if available. We may request additional photographs or a short video when reasonably necessary. The absence of an unboxing video or original packaging will not by itself automatically disqualify a valid claim; we will consider other reasonable evidence.
Please keep the product and any remaining packaging while we assess the issue. After review, we will explain the available remedy, which may include replacement parts, repair, a remake, replacement, partial refund, or full refund as appropriate and consistent with your applicable rights. If an eligible defective or incorrect product must be returned, Wallaesthetic will provide a prepaid label or reimburse reasonable authorized return-shipping costs.
Removing a mirror’s protective film, installing the product, or normal use does not by itself invalidate a claim for an underlying manufacturing defect. This includes a defect that could not reasonably be seen before removing the film or installation. Damage caused by incorrect installation, misuse, unauthorized modification, or customer handling is not a manufacturing defect; any exclusion must relate to the cause of the reported problem.
4A. LED Neon Signs — 12-Month Limited Warranty
Coverage and duration: Wallaesthetic provides a 12-month limited warranty from the date of delivery for ready-made and custom LED neon signs purchased from Wallaesthetic. It covers the light body and any controller or power adapter actually supplied by Wallaesthetic with that order against defects in materials or workmanship under normal use in accordance with the product instructions. The order number or other reasonable proof of purchase and delivery identifies the product and warranty period.
Power adapter inclusion: 40 cm and 50 cm LED neon signs use USB power and do not include a power adapter or mounting screws/nails. For a custom-size sign that needs a power adapter to operate, a suitable adapter is included as confirmed in the custom quotation. An adapter purchased separately from another seller is not supplied or warranted by Wallaesthetic. Using a compatible customer-provided USB power source does not by itself invalidate the sign’s warranty; only damage actually caused by an unsuitable power source is excluded.
What is not covered: this warranty does not cover damage caused by accidents, misuse, incorrect installation, unsuitable electrical power, or exposure to water or outdoor conditions contrary to the product’s stated rating and instructions. Normal cosmetic wear and damage actually caused by alteration or repair are not manufacturing defects. The mere use of a third-party part or repair service does not automatically void coverage for an unrelated defect. A change of mind or a customer-approved spelling, design, or color choice is not a warranty defect; a material difference from the approved design remains subject to our order-accuracy remedies.
How to request service: contact Wallaesthetic through our Contact Us page as soon as you discover the problem. Include your order number or proof of purchase, the delivery date, a description of the issue, and clear photographs or a short video where reasonably needed. We will review the evidence and provide the next steps. Stop using the product if it appears electrically unsafe, and do not send it back before receiving our return instructions. An unboxing video is not mandatory.
Our remedy: for a verified covered defect, Wallaesthetic will arrange the appropriate replacement part, repair, or replacement without charging for the covered remedy. If repair or replacement is not feasible, we will offer a refund consistent with your applicable rights. When we require a return for a covered claim, we will provide a prepaid return label or reimburse reasonable authorized return-shipping costs; we also cover shipping of the authorized replacement part or product. We will explain the proposed solution and expected handling time before proceeding.
The seven-day prompt-reporting request for delivery problems does not shorten this warranty. Acrylic mirrors are not included in this LED neon warranty; their eligible quality and order-accuracy claims remain covered by section 4 and applicable law. You may have additional rights under applicable state or other consumer-protection law. This warranty does not exclude, reduce, or replace rights that cannot legally be waived, including applicable implied-warranty rights.
5. Return Shipping and Original Shipping Charges
- Change-of-mind returns of delivered ready-made products: The customer is responsible for return shipping. Original shipping charges and optional expedited-shipping charges are not refundable. This does not reduce the full refund for an eligible pre-production cancellation under section 3 or delayed-shipment cancellation under section 10.
- Damaged, defective, incorrect, or incomplete orders: Wallaesthetic is responsible for reasonable authorized return-shipping costs when a return is required.
- Unauthorized costs: We do not reimburse collect-on-delivery charges, expedited return services, or other shipping costs that were not approved in advance.
Customers are responsible for packaging change-of-mind returns securely. We are not responsible for damage caused by inadequate return packaging. We recommend using a trackable shipping method and retaining the shipping receipt.
6. Sale, Promotional, and Final-Sale Products
Ready-made products purchased during a promotion or with a discount code remain eligible for return under the 30-day policy unless the product was clearly marked “Final Sale” or “Clearance – No Returns” before purchase. Final-sale and clearance products cannot be returned for a change of mind.
Custom products remain subject to the custom-product rules even when purchased during a promotion. Sale status does not limit remedies for products that arrive damaged, defective, incorrect, or materially different from the confirmed order.
7. Items Not Eligible for Change-of-Mind Returns
- Custom-made or personalized products after actual physical production has started, as defined in section 3.
- Products that have been installed, used, altered, repaired by an unauthorized party, or damaged after delivery.
- Acrylic mirrors with the protective film removed or self-adhesive backing peeled, exposed, or used.
- Products missing original parts, accessories, packaging, or documentation.
- Products clearly marked as final sale before purchase.
The exclusions above apply to change-of-mind returns, not automatically to damaged, defective, incorrect, or incomplete orders. Quality claims are assessed under section 4, including claims involving removed protective film or defects discovered after installation.
8. Refund Processing
For an authorized return, we will notify you after receipt and inspection. For a cancellation of an unshipped order or a claim where no return is required, no return inspection is needed. Once a refund is approved, we will issue it to the original payment method within 7 business days, or sooner where required by law. Your bank, card issuer, or payment provider may require an additional 3–10 business days to post the credit.
For an eligible change-of-mind return, the refund covers the product price and applicable product taxes, less any non-refundable shipping charges or deductions for missing items or customer-caused damage where permitted by law. For an eligible damaged, defective, or incorrect order that is refunded in full, we will also refund the original standard shipping charge.
9. Exchanges
We do not guarantee direct exchanges. The fastest way to obtain a different ready-made product is usually to return the eligible item and place a new order after the return is approved. Custom products cannot be exchanged because of a customer-requested design, size, shape, color, or other personalization choice after production has begun.
10. Shipping Delays and Unavailable Products
If we cannot hand an order to the carrier within the shipment time promised at checkout or in our order communications, we will notify you, provide a revised estimate, and offer the choice to accept the delay or cancel the unshipped order for a full refund. This includes amounts paid for the cancelled order and applies to custom products even after production starts. The normal restriction on change-of-mind cancellations does not override these delayed-shipment rights. We will obtain consent to delays and provide refunds as required by applicable law.
The custom-production clock starts on the next business day after full payment, complete information, and explicit final-proof approval; time genuinely awaiting required customer input is separate. We will identify missing information and explain the resulting schedule. A delay on our side in preparing the proof is not treated as missing customer approval.
If rush production is unavailable, or a delay on our side prevents carrier handover within the agreed rush-production window, we will refund the $25 rush-production fee. Refunding that fee does not replace any other applicable cancellation, delayed-shipment, or quality remedy. See our Custom Design & Rush Production Policy. For a lost or missing delivery, we will follow up with the carrier and assess replacement or refund options as described in our Shipping Policy.
11. Refused and Undeliverable Packages
If a package is returned because the customer provided an incorrect or incomplete address, refused delivery without authorization, or did not collect the package, the customer may be responsible for the original shipping cost, return shipping cost, and any reasonable reshipping cost. Custom products returned as undeliverable do not become eligible for a change-of-mind refund.
12. Contact
For cancellations, returns, damaged-order claims, or refund questions, please use our Contact Us page. Include your order number so we can assist you efficiently.
This policy does not limit any non-waivable rights available under applicable consumer-protection law.