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 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 products include a 24 month warranty which covers electrical components when used appropriately.
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. We look forward to hearing from you.