Return/Refund Policy

neoncreations.com.au offers returns and refunds for faulty products only.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.

Neon Creations® Warranty

neoncreations.com.au indoor and outdoor products include a two year warranty that covers electrical components when used appropriately. 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 neoncreations.com.au and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs

neoncreations.com.au bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If, 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, neoncreations.com.au takes no responsibility for any costs incurred due to uninstalling and/or reinstalling 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 two year warranty.

neoncreations.com.au® Returns Procedures

  • Please contact 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 the required information, we will contact you to try to resolve the issue.
  • If a return has been agreed upon, please note that you must return the faulty product in its original condition.
  • If a return has been agreed upon, 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 upon, neoncreations.com.au will endeavour to produce and ship the replacement product to you as soon as possible.

Lost, Missing & Stolen Signs

neoncreations.com.au takes all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service thatrequires 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, neoncreations.com.au will take no responsibility for lost, missing or stolen parcels that have been marked as ‘delivered’ by the shipping service.