- NeonSignLife offers returns and refunds for defective products only. We'll do everything we can to resolve the issue and may repair, replace, refund, or partially refund the product. The final resolution for defective products, including refunds for the product cost and/or shipping, will be determined on a case-by-case basis depending on the source of the defect and is at NeonSignLife's sole discretion.
- NeonSignLife® Warranty
- NeonSignLife's indoor and outdoor products come with a two-year warranty that covers electrical components when used appropriately. Please note that indoor signs are not suitable for outdoor use or anywhere they may get wet. Inappropriate use will void the warranty. The resolution for faulty signs will depend on the source of the defect and will be determined between NeonSignLife and the purchaser.
- Warranty Coverage for Hardwired & Installed Signs
- NeonSignLife is not responsible for any costs incurred during the installation and/or uninstallation of your sign. In the unlikely event that your sign is experiencing a presumed defect, we will request photos and videos for diagnostic purposes and may require the sign to be returned to us for replacement or repair. If you have chosen to have your sign installed and/or hardwired, NeonSignLife assumes no responsibility for any costs incurred due to the uninstallation and/or reinstallation of your sign. If an electrician has hardwired your sign, it is at our sole discretion to decide if the occurring defect is covered under our two-year warranty.
- NeonSignLife® Returns Procedure
- Please reach out to us at info@neonsignlife.com to let us know which products you wish to return and the reason, 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 unable to provide both a video and photo(s) of the issue, our ability to resolve your problem may be limited. Once we have received all the necessary information, we will contact you to work towards resolving the issue.
- If a return has been agreed upon, please ensure that you return the defective product in its original condition with all the original packaging.
- If a return has been agreed upon, the defective item must be returned to NeonSignLife for inspection within 14 days of receiving the product.
- If a replacement has been agreed upon, NeonSignLife will make every effort to produce and ship the replacement product to you as soon as possible.
- If a full or partial refund has been agreed upon, NeonSignLife® will inform you of the expected refund date.
- Damaged in Transit
- We recommend inspecting your NeonSignLife parcel upon delivery. In the unlikely event that your sign has been damaged during transit, NeonSignLife will ensure that a resolution is provided.
- Damage must be reported within 14 days of receiving your NeonSignLife sign to be eligible for a replacement. Damage or defects reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date refers to the courier delivery date, which can be found by following the instructions in your tracking email.
- If you believe your item has been damaged during transit and you are within the 14-day claim period, please send an email to your LED Neon Designer or info@neonsignlife.com with the following:
- a clear photo of the sign damage,
- 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
- NeonSignLife takes all necessary precautions to ensure the safe delivery of our signs to customers. We use a premium express shipping service that requires a signature upon delivery. Customers may request to opt out of the signature requirement directly through the shipping service once the shipment process has begun. Please be aware that if you opt out of the signature requirement, NeonSignLife will not be responsible for lost, missing, or stolen parcels marked as 'delivered' by the shipping service.
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If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.