Terms of service

TERMS & CONDITIONS

Please read these Terms and Conditions (hereafter “Terms” or “Terms and Conditions”) carefully before using or purchasing from the neoncloud.com.au website (hereafter “Site”, “Website” or “the Website”) or interacting with the purchasing system, customer support or other services (hereafter “the Service” or “Service”) operated by Neon Cloud (hereafter “us”, “we”, or “our”).

Your access to and use of the Website and Service is conditional on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and customers (hereafter “you”, “them”, or “they”) who:

  • Access images, photos, audio, video and other forms of content or communication (“Content”);
  • Use the Service;
  • Purchase personalised or customised signs, lights, lamps, mirrors, artwork, or other products (“Products”) from Neon Cloud via neoncloud.com.au, phone, email, in person, or any other electronic or non-electronic method.

By accessing or using the Website, Service, or purchasing Products, you agree to be bound by these Terms and our Privacy Policy. If you disagree with any part of these Terms, you may not access the Website or use our Services.

IMPORT DUTY

Please note that the purchaser is responsible for any import duties, taxes, or customs charges applicable in the destination country.

ELIGIBILITY

To use this Website, you must be at least 18 years old.

If you use neoncloud.com.au on behalf of a business, organisation, or entity, you confirm that you are authorised to bind that entity to these Terms and Conditions.

CHANGES TO THESE TERMS & CONDITIONS

Neon Cloud reserves the right to modify these Terms and Conditions at any time.

Updated versions will be published on this webpage and become effective immediately upon publication. Continued use of the Website indicates acceptance of any revised Terms.

WEBSITE AVAILABILITY

We reserve the right to modify, suspend, update, or discontinue neoncloud.com.au at any time without notice or liability.

PRODUCT AVAILABILITY

All Neon Cloud products are custom-made to order.

This includes products purchased through our online store and signs created using our online design tool.

Estimated delivery timeframes within Australia:

  • Rush Orders: approximately 5–9 business days*
  • Fast Shipping: approximately 14 business days*

These timeframes include production and shipping.

While we make every effort to meet estimated delivery windows, delays outside our control may occur, including courier delays, customs processing, peak periods, weather events, or regional shipping limitations.

PURCHASES

To purchase Products or Services through our Website, you may be required to provide information including:

  • Full name
  • Email address
  • Delivery address
  • Payment details

Due to the custom-made nature of our products, slight variations in dimensions, colours, finishes, and brightness may occur. Product images and specifications are intended as a guide only.

Neon Cloud reserves the right to:

  • Change prices and delivery schedules at any time;
  • Refuse or cancel orders at our discretion.

Where possible, customers will be notified within a reasonable timeframe if an order is cancelled or declined.

PAYMENT & INVOICING

Shop Signs & Products

Payment for all products purchased through the Neon Cloud online store is required at checkout.

Accepted payment methods may include:

  • Credit/Debit Card
  • PayPal
  • Afterpay
  • Klarna
  • Other payment methods offered at checkout

Design Your Own Neon Sign

Payment for signs created using our online neon design tool is required at checkout.

Custom Signs Designed by Our Team

Full payment is required before production begins.

Once your design has been approved, an invoice will be issued via email. Payment may be made by direct bank transfer or credit card.

Production will commence once payment has been received.

OUR DESIGN SERVICE

Neon Cloud offers a complimentary design service, including one or more design concepts for customer approval.

If you wish to amend or cancel your order before production begins, a partial or full refund may be offered at our discretion.

Once a custom sign has been approved and entered production, refunds are generally unavailable.

Please note:

  • Selecting “No Design Proof” at checkout constitutes automatic approval of the artwork;
  • Larger signs may be produced in multiple sections to reduce shipping risks and improve transport safety.

SHIPPING & DELIVERY

Standard Delivery — Free Australia-Wide

Estimated delivery timeframe: approximately 10–14 business days after artwork approval and payment.

Orders are manufactured in our production facility, consolidated into scheduled shipments, air-freighted to Australia, cleared through customs, and delivered via trusted courier partners including Australia Post, StarTrack, TNT, Couriers Please, Aramex, or equivalent services.

Express Delivery — Flat Rate Australia-Wide

Estimated delivery timeframe: approximately 7 business days after artwork approval and payment.

Express orders bypass standard shipment consolidation and are shipped directly via DHL Express or equivalent premium courier services.

Ideal for urgent installations, retail launches, events, and project deadlines.

IMPORTANT SHIPPING NOTES

  • Tracking information will be emailed once your order has been dispatched;
  • Production begins only after artwork approval and payment;
  • Design changes after approval may reset production and delivery timeframes;
  • Delivery estimates are indicative only and may vary due to courier delays, customs processing, peak periods, or circumstances outside our control;
  • Customers should ensure delivery details are correct prior to payment.

CUSTOMS, DUTIES & TAXES

Australia

No customs duties or taxes apply to Australian deliveries.

International Orders

International customers may be required to pay import duties, taxes, customs fees, or additional charges imposed by the destination country.

These charges are the responsibility of the purchaser.

Neon Cloud is not liable for customs delays, import charges, or related costs.

Orders returned due to unpaid customs charges may be resent at the customer’s expense. Refunds or cancellations will not be provided for refusal to pay customs charges.

RETURNS & REFUNDS

Neon Cloud offers returns and refunds for faulty products only.

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

To lodge a return request, please contact:

hello@neoncloud.com.au

Please include:

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

Both photos and videos are required for diagnostic purposes.

If a return is approved:

  • The product must be returned in original condition;
  • Returned items must be sent within 14 days of delivery;
  • Approved replacements will be produced and shipped as soon as possible;
  • Approved refunds 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.

Warranty coverage applies to electrical components when products are used appropriately.

Indoor signs are not suitable for outdoor exposure or wet environments. Incorrect use may void the warranty.

Warranty outcomes are determined based on the source of the fault.

WARRANTY FOR HARDWIRED & INSTALLED SIGNS

Neon Cloud is not responsible for installation, removal, reinstallation, electrician, or labour costs associated with signage.

If a fault is suspected, we may request photos/videos and require the sign to be returned for inspection, repair, or replacement.

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

DAMAGED IN TRANSIT

Customers are encouraged to inspect deliveries immediately upon arrival.

If your sign has been damaged during transit, please contact:

hello@neoncloud.com.au

within 7 days of delivery and include:

  • Photos of the damaged sign;
  • Photos of packaging and external box damage;
  • Photos of the shipping label.

Claims submitted outside the 7-day period may not be covered under warranty.

LOST, MISSING & STOLEN PARCELS

Neon Cloud uses premium courier services which may require signature on delivery.

Customers may choose to waive the signature requirement directly with the courier service.

If signature-on-delivery is waived, Neon Cloud is not responsible for parcels marked as delivered that are subsequently lost, stolen, or missing.

GIFT CARDS

Neon Cloud Gift Cards may be used for:

  • Custom signs created using our online design tool;
  • Products purchased through our online store;
  • Custom neon artwork commissioned through our team.

Gift Cards are valid for 3 years from the purchase date.

Gift Cards:

  • Cannot be redeemed for cash;
  • Cannot be cancelled or refunded;
  • Cannot be combined with other offers unless stated otherwise;
  • Must be used in a single transaction;
  • Will not have remaining balances credited.

Lost or stolen Gift Cards will not be replaced.

PRICE BEAT POLICY

Neon Cloud aims to beat prices offered by comparable Australian retailers for identical products or equivalent custom neon quotes.

Eligible quotes may be beaten by 5%.

Conditions include:

  • Products must be identical;
  • Competitor stock must be available;
  • Competitor must operate within Australia with a valid ABN or ACN;
  • Prices must be listed in AUD;
  • Clearance, liquidation, marketplace, cashback, or promotional pricing may be excluded.

Neon Cloud reserves the right to determine eligibility for any price beat request.

COPYRIGHT & TRADEMARKS

All content, designs, fonts, artwork, branding, and Products displayed on neoncloud.com.au remain the intellectual property of Neon Cloud unless otherwise agreed in writing.

By supplying artwork, logos, or other materials, you warrant that:

  • You own the intellectual property rights; or
  • You hold permission or licensing rights allowing Neon Cloud to reproduce the material.

You indemnify Neon Cloud against any claims, liabilities, damages, or expenses arising from copyright, trademark, or intellectual property disputes related to materials supplied by you.

Neon Cloud reserves the right to refuse production of content deemed unlawful, offensive, threatening, discriminatory, obscene, or inappropriate.

ONLINE DESIGN TOOL & IMAGE UPLOADS

Neon Cloud grants permission to use our online design tools and upload functions subject to these Terms.

You agree not to upload or create content that:

  • Promotes hatred, discrimination, violence, or illegal activity;
  • Infringes intellectual property rights;
  • Contains offensive, obscene, or unlawful material;
  • Violates any applicable laws or these Terms.

Neon Cloud reserves the right to refuse service or remove prohibited content.

WEBSITE USE RESTRICTIONS

You agree not to:

  • Misuse neoncloud.com.au;
  • Interfere with Website operations or security;
  • Use automated systems to scrape or access Website content;
  • Distribute spam, malware, or harmful software;
  • Reproduce or commercially exploit Website content without permission;
  • Attempt unauthorised access to systems, accounts, or infrastructure.

THIRD-PARTY WEBSITES

neoncloud.com.au may contain links to third-party websites.

Neon Cloud is not responsible for the availability, content, or policies of external websites.

WARRANTIES, DISCLAIMERS & LIMITATION OF LIABILITY

The Website and all content are provided on an “as is” basis.

Neon Cloud makes no guarantees regarding:

  • Website availability or functionality;
  • Accuracy or completeness of Website content;
  • Suitability of products or services for specific purposes.

To the fullest extent permitted by law, Neon Cloud excludes liability for:

  • Indirect or consequential losses;
  • Loss of profits or revenue;
  • Business interruption;
  • Loss of data;
  • Reputation damage.

Nothing in these Terms excludes rights available under Australian Consumer Law.

MISCELLANEOUS

These Terms constitute the entire agreement between you and Neon Cloud regarding use of the Website and Services.

If any provision is deemed invalid or unenforceable, the remaining provisions remain in effect.

Failure to enforce any provision does not constitute a waiver of rights.

Last Updated: 27 May 2026