Refund policy

RETURNS & REFUNDS

Neon Cloud offers returns and refunds for faulty products only.

In accordance with Australian Consumer Law, resolutions for faulty products — including refunds for the product and/or shipping costs — are assessed on a case-by-case basis depending on the source of the fault.

RETURN PROCEDURES

Please contact us at hello@neoncloud.com.au with the following information:

  • A description of the issue
  • A short video of the sign
  • Clear photos showing the fault

Both video and photos are required for diagnostic and quality assessment purposes. If both cannot be provided, our ability to assess and resolve the issue may be limited.

Once all required information has been received, our team will review the issue and work with you to provide a resolution.

If a return is approved:

  • The faulty product must be returned in its original condition
  • The item must be returned within 14 days of receiving the product
  • Approved replacement products will be manufactured and shipped as soon as possible
  • Approved refunds (full or partial) will be processed within a reasonable timeframe

WARRANTY

Neon Cloud provides:

  • A 24-month warranty for indoor products
  • A 12-month warranty for outdoor products

This warranty covers electrical components when products are used appropriately.

Please note:

  • Indoor signs are not suitable for outdoor use or exposure to water
  • Improper use or installation may void the warranty
  • Resolution for faulty signs is determined based on the source of the fault and assessed between Neon Cloud and the purchaser

WARRANTY COVERAGE FOR HARDWIRED & INSTALLED SIGNS

Neon Cloud is not responsible for any costs associated with installing or uninstalling your sign.

If your sign experiences a suspected fault, we may request photos and videos for diagnostic purposes and may require the sign to be returned for inspection, repair, or replacement.

If your sign has been professionally installed or hardwired by an electrician, Neon Cloud is not responsible for any uninstalling or reinstalling costs incurred.

Warranty coverage for hardwired signs is assessed at Neon Cloud’s sole discretion.

DAMAGED IN TRANSIT

We recommend opening and inspecting your Neon Cloud parcel immediately upon delivery.

In the unlikely event that your sign has been damaged during transit, Neon Cloud will work to provide a fast resolution.

Damage must be reported within 7 days of delivery to be eligible for replacement coverage. Claims submitted after this period will fall under our general returns and warranty policy.

If you believe your sign has been damaged in transit, please email hello@neoncloud.com.au with:

  • A clear photo of the damaged sign
  • A clear photo of the packaging and any external box damage
  • A clear photo of the shipping label

LOST, MISSING & STOLEN PARCELS

Neon Cloud takes all reasonable care to ensure orders are delivered safely.

We use premium shipping services that typically require a signature upon delivery. Customers may choose to opt out of the signature requirement directly through the courier once shipment has commenced.

Please note that if you choose to waive the signature-on-delivery requirement, Neon Cloud is not responsible for parcels marked as delivered that are subsequently lost, missing, or stolen.