NEON HQ offers refunds, repairs and returns in accordance with the Australian Consumer Law and on the erms set our in this Refund Policy ("Policy"). Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well what you can expect from us in event that you are not happy with your purchase.
NEON HQ WARRANTY
NEON HQ indoor products include a 12-month warranty which covers electrical components when used appropriately. NEON HQ outdoor products include a 12-month warranty which covers electricity components when used appropriately. Resolution for faulty signs will be dependent on the source of the fault and will be determined between NEON HQ and the purchaser.
WARRANTY COVERAGE FOR HARD-WIRED & INSTALLED SIGNS
NEON HQ bears 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, NEON HQ takes 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 12-month warranty.
NEON HQ RETURNS PROCEDURES
- Please contact us at firstname.lastname@example.org to let us know which products you wish to return and why attaching a short video of your sign as well as 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. 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 please note that you must return the faulty product in its original condition.
- If a return has been agreed the faulty item must be returned for inspection by NEON HQ within 14 days of when you received the product.
- If a replacement has been agreed NEON HQ will endeavor to produce and ship the replacement product to you as soon as possible.
- If a full or partial refund has been agreed NEON HQ will let you know when you can expect to receive the refund.