Refund & Warranty

REFUND POLICY

Crafted uniquely for you, each Neonify piece is meticulously handmade from scratch. Given the deeply personalised nature of our offerings, we regretfully cannot accommodate returns or exchanges due to a change of mind. Our policy adheres strictly to this principle, encompassing all products, including but not limited to Neon Signs and Signage, while also upholding the rights and obligations mandated by Australian Consumer Laws. Items deemed as 'change of mind' will not be accepted for return.

WARRANTY

Neonify provides a comprehensive two-year warranty for both indoor and outdoor products, covering electrical components under normal usage conditions. It's important to note that our Indoor Signs are not suitable for outdoor environments or areas exposed to moisture, as such usage voids the warranty. The resolution process for faulty signs involves collaboration between Neonify and the purchaser, ensuring a fair and efficient outcome.

USE OF PRODUCTS

Unless otherwise confirmed, all items produced by Neonify are intended for indoor use only.

 

Warranty Coverage for Hard Wired & Installed Signs

In instances where a fault is suspected, Neonify does not assume responsibility for installation or uninstallation costs. Diagnostic procedures may require photo and video evidence, and if necessary, the sign may need to be returned for assessment and potential repair or replacement. Customers opting for professional installation should be aware that any associated costs for removal and reinstallation are their responsibility. Our warranty coverage is subject to our discretion regarding fault assessment.

INCORRECT ITEMS

In the event you believe your order is wrong or you have received the wrong order, please contact us at info@neonify.com.au within 24 hours of receipt of the items.

RETURN PROCEDURES

To initiate a return, please reach out to us at info@neonify.com.au, providing detailed information about the products in question along with accompanying photos and a brief video demonstrating the issue. Both visual materials are essential for accurate diagnosis and resolution. Upon receipt of all necessary information, we will work closely with you to facilitate the return process.

If a return is approved, the faulty product must be returned within 21 days of receipt in its original condition. For replacements, we will expedite production and shipping. Refunds, whether full or partial, will be processed promptly, with clear communication regarding expected timelines.

DAMAGED IN TRANSIT

We recommend inspecting your Neonify parcel upon delivery to identify any potential transit damage. If damage is detected, it must be reported within 21 days of receipt to qualify for resolution. Please contact info@neonify.com.au, providing clear photos of the damaged sign, the outer packaging, and the shipping label.

LOST, MISSING & STOLEN SIGNS

While we take precautions to ensure secure delivery, customers may opt out of signature on delivery. However, choosing this option releases Neonify from liability for parcels marked as 'delivered' but subsequently lost, missing, or stolen.