SHIPPING
Our custom signs are a wonderful addition to your life. Whether it be a milestone event, or you want to bring your space to the next level.
Because they're made to order we need to spend some time putting it together for you!
With that being said we will deliver the sign to you within 3-4 weeks.
IMPORT FEES AND DUTIES
Please note that any additional import fees and duties incurred upon delivery of your neon sign are not the responsibility of Neon Glow Co. and will be borne by the customer. These fees may vary depending on the country of origin and the value of the shipment. We recommend checking with your local customs office for more information.
RETURN AND EXCHANGE POLICY
We offer returns and refunds for faulty product(s) only. In line with Australian Consumer Law, we will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product(s). The final resolution for faulty product(s), including refunds for the cost of the product(s) and/or shipping, is assessed and determined on a case-by-case basis depending on the source of the fault.
WARRANTY
Our indoor and outdoor product(s) includes a 24-months warranty that covers electrical components when used appropriately. Please be aware that Indoor Signs are not suitable for use outdoors or anywhere it might get wet or exposed to sunlight. Inappropriate use will make void the warranty. To the extent permitted by law, any condition or warranty which would otherwise be implied in our terms and conditions is hereby excluded.
Warranty Coverage for Hard Wired & Installed Signs We bear 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 hard wired, we take no responsibility for any costs incurred due to uninstalling and/or reinstalling your sign. If your sign has been hardwired in by an electrician, it is at our sole discretion to decide if the occurring fault is covered under our 24-months warranty.
CHANGE OF MIND
Please choose carefully. We do not normally give refunds if you change your mind or make the wrong decision.
RECEIPT OF PRODUCT(S)
- You must inspect the product(s) immediately upon their arrival and if the product(s) are not in accordance with the specified requirements then you must give notice to us within 14 days of receipt of the product(s). If you fail to give such notice, the product(s) must be deemed to be in all respects in accordance with the specified requirements. No claim must be recognized unless made in writing and received by us within product(s) days after receipt of the goods by you. This paragraph does not apply if the goods are subject to consumer guarantees imposed under the Australian Consumer Law where consumer guarantees apply.
RETURNS PROCEDURES
- A Return must be initiated within 14 days of receiving the product(s).
- Please contact us at returns@neonglowco.com.au to let us know which product(s) s you wish to return and a brief description of the claim including a short video of your sign and 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. Do not send the original product(s) until we have advised you to do so. 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, the product(s) must be:
- returned within 14 days;
- in the same condition as it was received by you;
- both protective stickers are in place on the front and back of the product(s) and must not have been removed;
- it must also be in the original packaging as it was received by you; and
- all returns must be sent via standard post with a complete tracking number (or other traceable shipping services) that allows the return package to be traced while in transit. We highly recommend you insured your parcel and adequately protect the product during shipment. We accept no responsibility for products lost or damaged during shipment and we do not guarantee that we will receive your returned item.
DAMAGED IN TRANSIT
Damage must be reported within 14 days from the day the product(s) was received by you.
In the unlikely event that the product(s) was damaged in transit, depending on whether the damage is major or minor, we will choose whether to :
- provide a replacement that is identical, or of similar value;
- repair the product(s) within a reasonable time; or
- give a refund.
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 returns@neonglowco.com.au 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
- and a clear photo of the shipping label on the box.
LOST, MISSING & STOLEN SIGNS
We take all the necessary care to ensure our product(s) are delivered safely to you.
We use a premium express shipping service that requires a signature on delivery. You 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, we take no responsibility for lost, missing or stolen parcels that have been marked as ‘delivered’ by the shipping service.