Politique de remboursement
RETURN AND REFUND POLICY
Neon Icons does not offer refunds or returns under any circumstances as each sign is made specifically for you, with your approved customizations in mind. If the sign arrives damaged, please contact us and we will do our best to remediate the situation as quickly as possible to try and arrive at a satisfactory outcome.
In the unlikely event that your sign does arrive damaged and you believe that it was not as a result of shipping, we'll require a proof of purchase, order number, as well as photos and videos of how it arrived damaged or defective. Our customer service team will then evaluate each issue on a case-by-case basis and if we determine that the issue was created at our end, we will make sure and remedy the matter quickly.
To initiate a claim, which must be done within 7-days of receipt of your sign, you need to contact us at support@neonicons.com. Please ensure that your order number is included in the title of the email. If we establish that your product left our shop damaged and your claim is accepted, we’ll send you instructions and a timeline on how you will receive a replacement item or other fix. Items sent back to us without first requesting a return will not be accepted under any circumstances.
You can always contact us for any return questions at support@neonicons.comDamage and Issues
Please check your order upon arrival, and this includes the packaging. If you find any defects, damage, omissions or receive the wrong item, contact us right away so we can assess and resolve the issue promptly. Make sure you take pictures and videos to help resolve the matter quickly and activate the warranty.
We allow a 7-day period upon receipt of your sign, to lodge any claims regarding damage, defects, or errors on our part. In the unlikely event that your sign does arrive damaged and you believe that it was not as a result of shipping, we'll require a proof of purchase, order number, name and email address, as well as photos and videos of how it arrived damaged or defective.Our customer service team will then evaluate each issue on a case-by-case basis and if we determine that the issue was created at our end, we will make sure and remedy the matter quickly.
Replacements
Neon Icons does not offer returns or exchanges under any circumstances, as each sign is made specifically for you, with your approved customizations in mind. If the sign arrives damaged, please contact us within 7-days of receipt of your sign and we will do our best to remediate the situation as quickly as possible to try and arrive at a satisfactory outcome.
In the unlikely event that your sign does arrive damaged and you believe that it was not as a result of shipping or if you received the wrong item, we will notify you within 72 hours of having received supporting photos and videos, and let you know if a replacement sign has been approved or not. If approved, you’ll be automatically re-entered into our system for a new identical sign (same design, same size, same color, same features) to be manufactured and shipped to the same address. Please remember, it can take some time for us to remanufacture your sign and have it delivered to you, but we will try and get it to you as soon as possible.Warranty
Our signs are thoughtfully designed, manufactured with care and quality controlled to the highest standards to ensure that you receive a fantastic sign that’s good to go from the moment it arrives at your doorstep.
All of our signs come with warranty periods of between 12 and 24 months (LED Indoor 24 months, LED Outdoor Coated 18 months, Glass 12 months). Warranty protects defective components and functions, such as power supply, connectors, controllers, remotes and LEDs or vacuum tubes in the case of glass, when used appropriately.
It is very important that you follow all installation instructions and operations instructions before attempting to assemble or try your product for the first time, as failure to adhere to these instructions could seriously damage your product and void your warranty.
You must, as soon as you become aware of a problem with your sign, take photos and videos of any defective parts of your sign. These photos and videos should clearly show us the element or component that’s at fault, the performance of that element and most importantly, any labelling or printing on that device or element, that will assist us in investigating the root cause.
You must contact us within 24-hours of first having been aware of a fault or defect, if you are making a claim under your warranty. Failure to do so could result in your warranty lapsing.
If we determine that there is an issue with the component, element or part, that was covered by warranty, we will swiftly arrange for the return, repair, and re-shipment of your element or component at no additional cost to you!Please note: warranty doesn’t cover misuse, accidental breaking, accidentally inverting polarity, hard wiring LED neon signs or self-installing glass neon signs, if you are not a registered or qualified electrician. Our signs are high quality works and can sustain normal wear and tear, but they must be installed and handled with care to give you many years of enjoyment.
