Returns, Exchanges & Replacements
Our signs are custom made according to individual order criteria and as such we are unable to accept returns in all cases except for warranty claims.
Replacement exchanges are only issued in the case of damaged/defective items & products which do not meet a customer’s order conditions, covered under warranty.
We cannot accept responsibility for a missing order if it has been signed for upon delivery: you must settle this dispute with the courier.
Each of our signs are individually hand made and may not be exactly as per a digital mockup, although it will be extremely similar. We cannot accept returns for minor discrepancies whereby we have had to make minor alterations to accommodate the chosen font. Please note that signs smaller than 90cm which include 2 or more lines of text are more likely to include such alterations.
We will honour any valid warranty claims, provided a claim is submitted within 12 months of an item’s delivery.
Customers will be required to pay for the return shipping of any items; however, we will reimburse this upon a successful warranty.
Once your return has been received, we will contact you via email to notify you of this.
We will also notify you within 5 working days of the approval or rejection of your claim.
In the event of a successful claim, you will be offered one or both of the following depending on the circumstances of your case:
- A direct refund to the payment method on file for the original order within 24 hours (damaged & defective products only)
- Replacement of the item(s) (damaged/defective products & those which do not meet a customer’s order conditions)
Our signs include a 24 month warranty/guarantee which covers electrical components when used appropriately. Resolution for faulty signs will be dependent on the source of the fault and will be determined between The Neon Sign Co and the purchaser. We do not accept any responsibly for signs damaged after receipt. We retain photographic evidence of each sign's condition at the time of packaging; complaints of superficial damage to any sign will be compared against these to establish the validity of the claim. We strongly suggest you take out insurance for your sign.