Refund policy

Last updated: October 2026

Every Versatile S & R neon sign, neon mirror, rug and canvas is made to order, many of them designed just for you. This policy explains when you can cancel, and how we make things right if something goes wrong. It's part of our Terms of Service.

All sales are final

We don't accept returns, exchanges or refunds for change of mind. That includes no longer wanting the item, deciding it doesn't suit your space, or preferring a different color, size or design. Please review your design proof carefully before approving it.

Cancelling an order

  • Custom orders: cancel for a full refund any time before you approve your design proof.
  • All other orders: cancel for a full refund before production starts.
  • After that, orders can't be cancelled, because your item is already being made.
  • To cancel, email info@versatilesandr.com with your order number as soon as possible.

Damaged in shipping

If your order arrives damaged, email info@versatilesandr.com within 7 days of delivery with:

  1. your order number;
  2. a short video showing the damage;
  3. clear photos of the item;
  4. photos of the outside of the box from all sides; and
  5. a photo of the shipping label.

Please keep all the packaging until your claim is resolved. We'll review your claim, and once it's approved we'll exchange your item for a new one at no cost to you. If we can't make a replacement, we'll refund you instead. For neon signs and neon mirrors, claims reported after 7 days are handled under our warranty below.

Defects: our 12-month neon warranty

Our neon signs and neon mirrors carry a 12-month limited warranty against defects, starting on the day they're delivered. It covers the LED lights, wiring, power adapter and dimmer: if your sign or mirror stops lighting, flickers, a section goes out, or the adapter or dimmer stops working because of how it was made, we'll repair it, replace it, or refund you if neither is possible.

Custom rugs and canvas wall art are not covered by this 12-month warranty. If a rug or canvas arrives damaged, report it within 7 days of delivery as explained above, and we'll exchange it.

The warranty does not cover cords (cords can be damaged after delivery, so they aren't covered), accidents or damage after delivery (such as drops, spills or pets), outdoor or wet use of an indoor item, power adapters or dimmers we didn't supply, hardwiring or modifications, normal wear, fading from sunlight, or the normal size and color differences explained in our Terms. When the 12 months end, the warranty ends.

To make a claim, email info@versatilesandr.com with your order number, a short description, photos and a video of the problem. We may ask you to try simple troubleshooting first (such as swapping the adapter). If we need the item back, we'll send you a prepaid label for valid claims.

Wrong item or doesn't match your proof

If we send the wrong item, or your item doesn't match the design proof you approved, email us within 7 days of delivery with photos. We'll fix it, remake it or refund you, at no cost to you.

If we ship late

If we can't ship by the time we told you, we'll email you a new date and you can choose to wait or cancel for a full refund.

Customers outside the US

If you live in a country whose law gives you a right to cancel online orders (such as the EU or UK), you keep that right for any item that isn't custom-made or personalized. Email us within 14 days of receiving the item, then send it back within 14 days. We'll refund the product price and standard shipping within 14 days of receiving it, and you pay the cost of returning it. Custom-made and personalized items aren't covered by this right. Nothing in this policy limits the rights your local consumer law gives you for faulty items.

Refunds

Approved refunds go back to your original payment method, usually within 10 business days. Your bank may take a few more days to show it. Original shipping costs are refunded only when the problem was our fault.

Questions

Email info@versatilesandr.com. Please contact us before opening a dispute with your bank, since we can usually fix things faster.

Versatile S & R, LLC · 3261 Old Washington Road, STE 2020 · Waldorf, MD 20602, USA