Return Policy

Thank you for visiting UponRay.com.

For standard orders, returns and exchanges are accepted within 30 days of delivery (excluding custom product orders). All returned or exchanged items must be unworn, undamaged, unwashed, and include all original tags in their original packaging. Before initiating a return, please contact us to request a Return/Exchange Form.

Return and Exchange Process

Step 1: Email our customer service team at service@uponray.com to request a Return/Exchange Form.
Step 2: Package and send your return according to the instructions provided in the form.
Step 3:
a) Refunds will be issued once we have received and verified your returned item. For credit card payments, processing may take 1-2 weeks.
b) For exchanges, once we have received and confirmed your return, we will ship out the replacement product.
Order Cancellations

Most orders are shipped within 24 hours, sometimes within just a few hours. If you cancel before shipment, a 10% cancellation fee will apply to cover processing and restocking costs. Once an order has shipped, it cannot be canceled or refunded. Thank you for your understanding.

About Custom Products

All custom neon signs are final sale and are not eligible for refunds or exchanges.

Each neon sign is uniquely tailored to your specifications, so please confirm your design and dimensions before placing an order.

If we make an error in your order, such as incorrect dimensions or design, we will make it right. Please contact us upon receiving your order.

Any exchange is conditional and must be returned in original packaging, unused, and undamaged.

For any inquiries, please email service@uponray.com. If your return request is approved, we will provide return instructions and the return address. Unauthorized returns will not be accepted.

Purchase Protection for Custom Products

Under our "Purchase Protection Policy," refunds or exchanges may be approved in the following situations:

Item not received.
Item arrived damaged.
Item differs significantly from the description (e.g., incorrect dimensions or design).
Please note that due to the handcrafted nature of our products, there may be slight differences between the on-screen image and the actual product, which do not qualify as reasons for return.

Canceling Custom Product Orders

If you mistakenly placed an order or wish to cancel, please contact us within 12 hours of ordering. Requests received after this timeframe will not be approved, as production will have begun. Thank you for your understanding.

Contact Us

If you have any questions or concerns, please feel free to email us at service@uponray.com.
Thank you for shopping with us at Uponray.com.