--- title: "Everything You Need to Know : Custom Neon® Returns & Warranty Policies" description: Read the Custom Neon returns and warranty policies. Learn about our two-year electrical warranty, how to submit a return request, and faulty product coverage. --- [Skip to content](https://support.customneon.com/en-au/help-center/everything-you-need-to-know-custom-neon-returns-warranty-policies#main-content) [![](https://support.customneon.com/hs-fs/hubfs/CustomNeon%20Logo.png?width=180&height=62&name=CustomNeon%20Logo.png)](https://customneon.com.au/) Open main navigation Close main navigation - [Return to Main Website](https://customneon.com.au/) [Return to Main Website](https://customneon.com.au/) Custom Neon™ FAQ's & Support - There are no suggestions because the search field is empty. 1. [Custom Neon® FAQ's & Support](https://support.customneon.com/en-au/help-center?hsLang=en-au) 2. [Returns & Warranty FAQ](https://support.customneon.com/en-au/help-center/returns-warranty-faq?hsLang=en-au) # Everything You Need to Know : Custom Neon® Returns & Warranty Policies ![](https://support.customneon.com/hubfs/Knowledge%20Base%20Import/warranty.jpg) ### Returns & Warranty ### What is your returns policy? Custom Neon offers returns and refunds for faulty products only. In line with Australian Consumer Law Custom Neon will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of Custom Neon. ### What is the Custom Neon® returns procedure? Please choose **[Delivery/Faults/Returns on the contact form](https://support.customneon.com/hc/en-au/requests/new?hsLang=en-au)** to let us know which products you wish to return and why, attaching a **short video of your sign as well as photos**. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you are not able to provide both a video and photo(s) of the problem then our ability to rectify your issue will be limited. Once we have received all of the required information we will be in touch to try to resolve the issue. If a return has been agreed please note that you must return the faulty product in its original condition with all of its original packaging. If a return has been agreed the faulty item must be returned for inspection by Custom Neon within 14 days of when you received the product. If a replacement has been agreed Custom Neon will endeavour to produce and ship the replacement product to you as soon as possible. If a full or partial refund has been agreed Custom Neon will let you know when you can expect to receive the refund. ### Does my new sign come with a warranty? Custom Neon LED neon signs come with a two year warranty which covers electrical components when used appropriately. Other products may have a different warranty period. **Inappropriate Use** Please be aware that Indoor Signs are not suitable for use outdoors or anywhere they might get wet. Inappropriate use will void the warranty. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Custom Neon and the purchaser. **Warranty Coverage for Hardwired & Installed Signs** Custom Neon bears no responsibility for any costs incurred when installing and/or uninstalling your sign. In the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair. If you have chosen to have your sign installed and/or hardwired, Custom Neon takes no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If your sign has been hardwired in by an electrician it is at our sole discretion to decide if the occurring fault is covered under our 24 month warranty. If you still have questions please choose **[Delivery/Faults/Returns on the contact form](https://support.customneon.com/hc/en-au/requests/new?hsLang=en-au)**. We look forward to hearing from you. #### [![Custom Neon Button](https://support.customneon.com/hs-fs/hubfs/Custom%20Neon%20Button.png?width=670&height=412&name=Custom%20Neon%20Button.png)](https://customneon.com.au/create-neon-sign/) - [About Custom Neon™ - the LED Neon Sign Company](https://support.customneon.com/en-au/help-center/about-custom-neon-the-led-neon-sign-company?hsLang=en-au) - [About Custom Neon™ Signs](https://support.customneon.com/en-au/help-center/about-custom-neon-signs?hsLang=en-au) - [Designing Your Custom Neon™ Sign](https://support.customneon.com/en-au/help-center/designing-your-custom-neon-sign?hsLang=en-au) - [Custom Neon™ Product FAQ](https://support.customneon.com/en-au/help-center/custom-neon-product-faq?hsLang=en-au) - [Production/Manufacturing FAQ](https://support.customneon.com/en-au/help-center/production-manufacturing-faq?hsLang=en-au) - [Payment & Shipping FAQ](https://support.customneon.com/en-au/help-center/payment-shipping-faq?hsLang=en-au) - [Returns & Warranty FAQ](https://support.customneon.com/en-au/help-center/returns-warranty-faq?hsLang=en-au) - [LED Neon Flex vs Glass Neon FAQ](https://support.customneon.com/en-au/help-center/led-neon-flex-vs-glass-neon-faq?hsLang=en-au) - [Contact Us](https://support.customneon.com/en-au/help-center/contact-us?hsLang=en-au) - [About](https://customneon.com.au/about) - [Privacy](https://customneon.com.au/privacy) - [Terms & Conditions](https://customneon.com.au/terms-conditions) - [Returns Policy](https://customneon.com.au/returns-policy) - [Contact Us](https://support.customneon.com/en-au/help-center/requests/new)  Copyright © 2018-2026 Custom Neon™, All rights reserved.