Payment for the custom neon sign

Warranty

Custom Neon indoor and outdoor products include a 12-month warranty that covers electrical components when used appropriately. exsolution for faulty signs will depend on the fault's source and will be determined between us and the purchaser.

Warranty Coverage for hard-wired and installed Signs

We bear no responsibility for any costs incurred when installing and/or uninstalling your sign. If, in the unlikely event 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 hard-wired, we take no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If an electrician has hardwired in your sign, it is at our sole discretion to decide if the occurring fault is covered under our 24-month warranty (indoor signs only).

 

Returns Procedure

•Please contact us 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 within 14 days of when you received the product. •If a replacement has been agreed upon, we will endeavor to produce and ship the replacement product to you as soon as possible. •If a full or partial refund has been agreed, we will let you know when you can expect to receive the refund. 

Damaged in Transit

We recommend opening the parcel upon delivery. In the unlikely event that your sign has been damaged in transit, we will ensure that a resolution is provided.

Damage must be reported within 14 days of delivery of your Custom Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: The delivery date is the courier delivery date which can be found by following the prompts in your tracking email.

If you believe your item has been damaged in transit and you are within the 14-day claim period please send an email to us with all of the following:

• A clear photo of the damage to the sign, • A clear photo of the box & and any damage to the outer box, •And a clear photo of the shipping label on the box. 

Lost, Missing & Stolen Signs

We take all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service that requires a signature on delivery. The customer may request to opt out of the signature on delivery directly through the shipping service once the shipment process has begun. Please be aware that if you choose to opt out of the signature on delivery requirement, Custom Neon will take no responsibility for lost, missing, or stolen parcels that have been marked as ‘delivered’ by the shipping service.