Shipping and Returns policy

We strive to provide you with high-quality products and excellent customer service. We want to ensure that you are fully informed about our shipping and returns policy.

Shipping Policy

  1. Processing Time:
    • Upon receiving your order, our team begins the process of creating your custom LED neon sign. The processing time typically takes 2-3 weeks.
    • Please note that processing time may vary depending on the complexity of your design and current order volume. We will do our best to keep you informed about any delays that may occur.
  2. Shipping Methods:
    • We offer standard shipping for all orders within the specified shipping regions.
    • The estimated shipping time will vary depending on your location. Please refer to the shipping information provided during the checkout process for more accurate estimates.
  3. Shipping Costs:
    • Shipping costs will be calculated and displayed during the checkout process based on your shipping address and the dimensions of the package.
  4. Shipment Tracking:
    • Once your order is shipped, we will provide you with a tracking number via email. You can use this tracking number to monitor the progress of your shipment.
  5. International Shipping:
    • We currently offer shipping to select international locations. Please note that international shipping may be subject to customs fees, duties, or taxes imposed by the destination country. These charges are the responsibility of the customer.

Returns Policy

Due to the custom nature of our products, we offer returns and refunds for faulty products only. In accordance with the Australian Consumer Law, we will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case-by-case basis depending on the source of the fault.

Cancellation Policy

  1. Order Cancellations:
    • If you wish to cancel your order, please contact our customer support team as soon as possible. We will make every effort to accommodate your request if your order has not entered the production phase. However, please note that once production has begun, cancellations may not be possible.
  2. Changes to Orders:
    • If you need to make changes to your order, such as design modifications or shipping address updates, please reach out to our customer support team. We will assist you in making the necessary changes if your order has not yet entered the production phase.

Damaged or Defective Items

  1. Quality Assurance:
    • At Neonify, we take pride in the craftsmanship and quality of our products. Before shipping, each neon sign undergoes a thorough quality assurance process to ensure it meets our high standards.
  2. Damaged or Defective Items:
    • In the unlikely event that your neon sign arrives damaged or defective, please contact our customer support team within 48 hours of receiving the item. We will work with you to resolve the issue promptly.
  3. Supporting Documentation:
    • To assist us in addressing the issue, please provide photographs or videos that clearly show the damage or defect. This documentation will help us assess the situation and provide the appropriate solution.

Please note that any damage or defect reported after 48 hours of receiving the neon sign may not be eligible for resolution.

If you have any questions or need further clarification regarding our shipping and returns policy, please don’t hesitate to contact our customer support team. We are here to assist you and ensure your experience with Neonify is exceptional.

Neonify reserves the right to update or modify this shipping and returns policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.