Returns and Refunds Policy

If you encounter any issues such as product defects, incorrect items, or missing accessories in your delivered product, please follow these steps:

1. Contact Us: Send detailed images of the product along with your order number to hello@neonlightsco.com.au and briefly describe the problem. Our Sales representative will respond within 24 hours to assist you.

2. Review and Resolution: Alternatively, you can call us directly at xxxxxx. Our sales representative will promptly review the issue. Upon verification, if a mistake is confirmed, we'll proceed to reproduce your neon sign.

Upon confirming an error after a thorough investigation, we'll strive to swiftly reproduce your order exactly as originally requested, rectifying any errors made by our team.

• - Customers have a 30-day window from the delivery date to file a complaint.
• - Complaints must be communicated via email, accompanied by supporting images displaying the error, product packaging, etc.
• - If the factory confirms the error, customers will need to return the entire order at their own expense, shipped via ground shipping, for a full refund. Refunds will be processed within 7-10 business days upon the returned order.
• - For replacements, the order will be replicated as per the original details, rectifying identified errors, and shipped within 7-10 business days.

Customers are responsible for shipping the package back at their own expense. Refunds will be issued upon the return of products, confirmed issue, and processed within 4 to 5 business days.

For a full refund, the entire order, as per the invoice, must be returned by the customer at their own shipping cost. The return of products is required for a full refund to be claimed.

Every piece from NEON LIGHTS CO is meticulously created from scratch, tailored specifically to your preferences. Given the highly customized nature of our products, we do not accommodate change-of-mind returns or exchanges. We uphold a strict policy against returns for our Products, while fully respecting and complying with Australian Consumer Laws. Please note that we cannot accept the return of items categorized as 'change of mind.'

While we maintain our policy against change-of-mind returns, we fully honour and adhere to the rights and obligations as outlined by Australian Consumer Laws. We are committed to upholding these standards and ensuring that your consumer rights are protected.