If you believe that the delivered product is defective, incorrect, or missing accessories, please follow these steps:
Send product images along with your order number to sales@neonsignsaustralia.com, along with a brief description of the issue. Our Sales representative will contact you within 24 hours to assist you.
Return Window:
Customers have 30 days from the date of delivery to file a complaint.
The customer must contact us about the complaint and provide a written complaint via email, along with supporting pictures showing the error.
If the error is confirmed, the customer must return the entire order at their own expense. The refund will be processed within 7-10 business days once the order has been returned.
If the customer opts for a replacement, the order will be remade exactly as per the original order details, rectifying the errors only. The remake order will be sent within 7-10 business days.
Refund Method:
The customer is responsible for shipping the package back at their own expense. Upon return of the products and confirmation of the issue, the customer will receive the refund within 4 to 5 days.
Responsibility for Return Shipping Costs:
The entire order must be returned in its original quantity as per the invoice for a full refund. The customer is responsible for returning the product at their own expense.
