Refund policy

REFUND, RETURNS & WARRANTY POLICY

At Neon Cloud, every sign is custom-made to order and manufactured specifically for each customer. Due to the personalised nature of our products, we do not offer refunds, returns, or exchanges for change of mind, incorrect selections, delays outside our control, or if you no longer require the product after ordering.

CUSTOM ORDERS

All Neon Cloud products are custom-made and cannot be resold. Once production has commenced, orders cannot be cancelled.

Any goodwill refund approved by Neon Cloud outside of Australian Consumer Law obligations may be issued as store credit only. Store credit is valid for 12 months from the date of issue, is non-transferable, and cannot be redeemed for cash.

FAULTY PRODUCTS

If you believe your sign has a manufacturing fault, please contact us within 7 days of receiving your order by emailing hello@neoncloud.com.au and providing:

• A description of the issue
• Clear photographs of the sign
• A video showing the fault

Photos and videos are required for diagnostic and warranty assessment purposes.

Once received, our team will assess the issue and determine an appropriate resolution which may include repair, replacement, replacement parts, store credit, or refund where required by Australian Consumer Law.

RETURN PROCEDURE

Where a return is approved:

• The product must be returned in its original packaging & condition where reasonably possible.
• The product must be returned within 14 days of return approval.
• Customers are responsible for shipping cost & safely packaging returned items.
• Neon Cloud will provide return instructions where applicable.

RETURN SHIPPING

If a warranty claim is approved and the fault is determined to be a manufacturing defect, Neon Cloud may cover reasonable return shipping costs.

If inspection determines the product is not faulty, has been damaged through misuse, improper installation, or is otherwise not covered under warranty, the customer may be responsible for return shipping and redelivery costs.

REFUND PROCESSING TIME

Where a product is found to have a fault or defect, Neon Cloud may, at its discretion and in accordance with Australian Consumer Law, provide a repair, replacement, store credit, or refund where required by law.

Where a refund is required under Australian Consumer Law, refunds will be processed to the original payment method within 5–10 business days of approval. Processing times may vary depending on your financial institution.

Any goodwill resolution provided by Neon Cloud outside of its obligations under Australian Consumer Law, including discretionary refunds, may be issued as store credit only. Store credit is valid for 12 months from the date of issue, is non-transferable, and cannot be redeemed for cash.

WARRANTY

Neon Cloud provides:

• 24-month warranty on indoor signs
• 12-month warranty on outdoor signs

This warranty covers defects in materials and workmanship under normal use.

This warranty does not cover:

• Physical damage caused by impact, misuse, neglect, modification, or improper installation
• Damage caused by water exposure to indoor-rated products
• Normal wear and tear
• Damage caused by power surges or electrical issues external to the sign
• Unauthorised repairs or modifications

HARDWIRED & PROFESSIONALLY INSTALLED SIGNS

Neon Cloud is not responsible for any costs associated with installation, removal, reinstallation, electrician fees, access equipment, scaffolding, travel expenses, or associated labour costs.

Where a warranty claim is approved, Neon Cloud’s responsibility is limited to repair, replacement, replacement parts, store credit, or refund of the sign itself where required by law.

DAMAGED IN TRANSIT

Please inspect your order immediately upon delivery.

Any transit damage must be reported within 7 days of delivery by emailing hello@neoncloud.com.au with:

• Photos of the damaged sign
• Photos of the packaging
• Photos of any external carton damage
• A photo of the shipping label

Neon Cloud will work with the courier and customer to provide an appropriate resolution.

LOST, MISSING OR STOLEN PARCELS

Neon Cloud ships using reputable courier services and, where available, signature-on-delivery services.

If a customer elects to waive signature requirements or authorises delivery without a signature, Neon Cloud is not responsible for parcels that are subsequently lost, stolen, or missing after being marked as delivered by the courier.

AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

By placing an order with Neon Cloud, you acknowledge that you have read and agree to this Refund, Returns & Warranty Policy.