Return & Refund Policy

All products are custom-made to order. Please read this policy carefully before placing your order.

At VNBUY, every product is custom-made specifically for you. Because of this, we do not accept returns or exchanges unless the item is incorrect, damaged, defective, or manufactured differently from the approved order specifications.

Return Eligibility

We may offer a replacement or refund only if one of the following applies:

  • You received the wrong item.
  • The item arrived damaged during transit.
  • The item has a manufacturing defect.
  • The product was manufactured incorrectly based on your approved order details.
Claim Deadline

All claims must be submitted within 14 days of delivery. For lost packages, claims must be submitted within 14 days after the estimated delivery date.

How to Report an Issue

Contact us at [email protected] and provide:

  • Your order number.
  • Clear photos of the product.
  • Clear photos of the packaging and shipping label.
  • A description of the issue.

Non-Returnable Items

Because our products are personalized and made specifically for each customer, we do not accept returns or exchanges for:

  • Change of mind.
  • Ordering the wrong size, color, or specifications.
  • Approved design details after production approval.
  • Delays caused by shipping carriers.
  • Minor color, brightness, or appearance differences caused by screen settings, mockups, photography, materials, or normal production variations.
  • Products that have been installed, modified, or damaged by the customer.

Custom Neon Sign Notice

For larger neon signs, segmented acrylic backing may be used to reduce the risk of shipping damage. This is standard practice and does not constitute a defect.

If a design proof, mockup, or production preview is provided and approved by the customer before production, any approved details cannot later be used as a reason for return, refund, or exchange.

Order Cancellation

Because every order is custom-made and requires administrative processing, payment processing, design preparation, and production scheduling, all cancellation requests are subject to a 10% cancellation fee, regardless of when the request is submitted.

Refund Amount = Order Value − 10% Cancellation Fee

Orders that have already entered production, been completed, or been shipped may not be eligible for cancellation or refund.

Missing Items

Some orders may be shipped in multiple packages and may arrive separately. Before reporting a missing item, please check your shipping confirmation email and tracking information.

If an item is missing, contact [email protected] and provide:
  • Your order number.
  • The missing item name.
  • A photo of the package label.
  • Photos of all packages received.

Product Image Disclaimer

Product images, mockups, and previews are provided for illustration purposes only. Actual product colors, brightness, dimensions, materials, and appearance may vary slightly due to screen settings, photography, manufacturing processes, and material characteristics.

Such variations do not constitute a defect and are not eligible for return, refund, or replacement.

Contact Us

For any return, refund, replacement, or cancellation request, please reach out to our Customer Service team. We will review your request and respond as quickly as possible.

[email protected]
(+84) 972.454.995
Factory: Tân Phong, Kiến Thụy, Hải Phòng
Representative office: 5900 Balcones Drive, Suite 100 Austin, TX 78731 US
Office hours: Mon – Sat: 9AM–5PM EST

Frequently Asked Questions

Common questions about returns, refunds, and cancellations

Can I return my order if I change my mind?
No. Because all products are custom-made specifically for you, we do not accept returns or exchanges for change of mind. Returns are only accepted if the item is incorrect, damaged in transit, defective, or manufactured differently from your approved order details.
What do I do if my order arrives damaged?
Contact us at [email protected] within 14 days of delivery. Please provide your order number, clear photos of the damaged product, photos of the packaging and shipping label, and a description of the issue. Our team will review your case and arrange a replacement or refund accordingly.
I ordered the wrong size or color — can I exchange it?
Unfortunately, ordering the wrong size, color, or specifications is not covered under our return policy since all products are produced to order. We strongly recommend double-checking all order details before confirming your purchase.
How long do I have to report an issue with my order?
All claims must be submitted within 14 days of delivery. For lost packages, the 14-day window starts from the estimated delivery date shown in your tracking information.
Can I cancel my order after placing it?
Cancellations are accepted but subject to a 10% cancellation fee regardless of when the request is made, due to administrative, payment, and production preparation costs. Orders already in production, completed, or shipped may not be eligible for cancellation at all. Your refund will be: Order Value minus the 10% cancellation fee.
The color of my sign looks different from the mockup — is that a defect?
Minor differences in color, brightness, or appearance compared to mockups or product photos are not considered defects. These variations are normal and can result from screen calibration, photography, and manufacturing processes. They are not eligible for return, refund, or replacement.
Part of my order is missing — what should I do?
Some orders ship in multiple packages and may arrive on different days. Before reporting a missing item, check your shipping confirmation and tracking updates. If an item is still missing, email [email protected] with your order number, the missing item name, a photo of the package label, and photos of all packages received.
I approved the design but now want changes — is that possible?
Once a design proof or mockup has been approved by the customer, production begins based on those approved details. Approved design elements cannot be used as grounds for a return, refund, or exchange after production has started. Please review all design details carefully before giving approval.
My neon sign arrived in multiple pieces — is that normal?
Yes. For larger neon signs, segmented acrylic backing is sometimes used to reduce the risk of damage during shipping. This is standard practice and does not indicate a defect or incomplete order.

Our Customer Protection Promise

Protected Against Damaged Delivery

14-Day Issue Claim Window

Replacement for Defective Items

Responsive Support Team

Design Approval Before Production