We're a customer-first company, and we want you to love your piece. Sometimes things happen, so if there's ever anything wrong with your order, get in touch at info@aircraftvibes.com and we'll do our best to make it right.
Ready-made pieces
You can return a ready-made piece within 14 days of delivery, as long as it's unused, undamaged and in its original packaging. Return shipping and any related customs or handling fees are covered by you. Once we receive the piece back in its original condition, we'll refund what you paid (minus the original express shipping fee, if you chose it, and any customs or handling charges).
Custom pieces
Because custom pieces are made specifically for you, they can't be returned once production has started. If you change your mind within the first 24 hours of ordering, we'll refund you in full. After 24 hours, we can refund 70% of your order as a goodwill gesture. Before any refund, we'll always try to find a solution first - our goal is for you to end up with a piece you're genuinely happy with.
Damaged or defective items
If your piece arrives damaged, please contact us with a photo - there's no need to send anything back. For minor damage, like a slight bend that can be gently corrected by hand, we'll guide you through it. For anything more significant, we'll produce and ship a replacement at no cost to you, including any customs and handling, so you won't pay a thing the second time around.
Warranty
Every neon piece comes with a 2-year warranty. If something stops working, just get in touch - depending on the issue, we'll send a replacement part or a whole new piece, and you won't need to send anything back to us.
Late orders
If your order is running behind the timeframe we gave you, please reach out - we'll look into it right away and get it made and shipped as fast as we can.
How refunds are issued
Refunds are issued to your original payment method. Please contact us before returning anything, so we can guide you through the process.