Imperfections, damages, defects, and other questions on returning or replacing real neon glass lights.
Why Isn't It Perfect?
We strive for the highest quality standards in manufacturing all our products, and understand how important it is to make each design identical. If you have received your order and notice faults or blemishes, please read on for the best explanations we can give. Basically it's because...
All glass neon lights are handmade! This means there is always a possibility of slight imperfections. Each design is handblown glass requiring many years of skill. The glass is heated at very high temperatures and bent into shape over an open flame. The glass parts that are not part of the design are dipped and hand painted in black plaint to block out the light. Read more below on imperfections and what to do if you are not happy with the quality.
Glass Neon Imperfections (fuse lines & black paint)
The neon lights with more than one color of neon require separate pieces of the glass tube to be fused together. Each piece is filled with a powder coating that gives a different color. Once the glass tubes are filled, they are fused together making one complete unit, and sealed at the bottom. The fuse marks are visible on the glass when turned off, but when turned on, they should not be seen. It is not possible to have an invisible fuse line on the glass tube sorry! We can recommend other designs with only one color to exchange for, please contact us.
The glass is handblown and bent into shape, in order for neon to light up, it must be a continuous glass tube. So areas which are not part of the design are painted black to hide the light. If you see brown marks or black speckles, this is usually a result of the handblown process, or splashes from the paint brush when painting black paint around tight edges that cannot be dipped. Because of the handmade nature of real neon glass lights, there is always the possibility of cosmetic flaws, especially with more complicated and intricate designs.
Most of these concerns will not be visible once the light is turned on. However, if you feel that any imperfection is not up to your satisfaction, please contact us and we will replace with either the same item or recommend a less complicated design that has less chance of irregularity. Select "replacements" and "manufacturing defects" from the drop down menu on our Contact Us page.
As an alternative, you can use nail polish remover (or your nail) to chip off the black speckles of paint. Or if you find tiny pinhole spots of light due to the thin layer of black paint not fully covering a spot, you can use black paint, nail polish or marker to fill it in. Be gently though to not chip off the black paint in the meantime!
Some of our glass neon desktop designs that are mounted on a base have a specific shape that may be different from the front of the packaging. This is due to quality enhancements or improvements. Changes that we may have made after the packaging is completed.
If you are unhappy with the design change or inquiring about a previous model please contact us we are here to help! Also, due to the handmade process it's possible that some desk versions may have glass blown that is not perfectly straight - if you find that the design is distorted, or not positioned upright and straight to your satisfaction please contact us for this as well, we are happy to help resolve.
For all contact us requests in this article follow these steps:
- Click on this link to open the Contact Us page
- Select "replacements" and "manufacturing defects" in the drop down menu
- Provide your order number
- Explain your reason
- Once submitted, you will receive an auto-response. Reply to the email with photos/videos of the defect to we can help resolve your concern as quickly as possible.