Refund policy

Return and Refund Policy

All signs are made to order

Every Neon Lanes sign is made to order. This includes pre-designed signs selected from our collections, personalised signs and custom designs.

The made-to-order and change-of-mind provisions below apply to all signs.

Change-of-mind returns

We do not accept returns or offer refunds or exchanges for change of mind.

Please check your chosen design, spelling, size, colour, mounting option and indoor or outdoor specification carefully before ordering.

This restriction does not apply to faulty signs, signs that do not match what was ordered, or other circumstances where a remedy is required by applicable consumer law.

Slight differences from photographs or mockups

Because every sign is made to order, there may be slight differences between the finished sign and the photographs or mockups shown. Any differences will only be slight and will not materially change the design, colour, size, quality or specifications you ordered.

Colours and brightness may also appear slightly different depending on screen settings, photography and surrounding lighting.

This does not excuse faults or a sign that does not match your order, and does not limit your statutory rights.

Faulty, damaged or incorrect signs

If your sign is faulty, arrives damaged or does not match what you ordered, please email admin@neonlanes.com so we can assess the issue and arrange a refund or another remedy you agree to.

We also provide any other remedies required by applicable consumer law.

Please include your order number, a description of the issue and, where possible, photographs or a video showing the problem. Photographs of damaged packaging can help us investigate delivery damage.

Prompt reporting

Please report delivery damage as soon as reasonably possible after receiving your sign. If a fault becomes apparent later, please contact us when you discover it.

Prompt reporting helps us investigate and resolve the issue quickly. It is a request, not a strict deadline, and reporting an issue later does not remove your statutory rights.

Arranging a return

Please contact admin@neonlanes.com before sending a sign back so we can provide the correct return address or coordinate collection.

Where a return is needed for a confirmed faulty, damaged or incorrect sign, we will cover reasonable return costs. If you have already paid reasonable return postage, please keep the receipt so we can arrange reimbursement where required.

Please package the sign securely for transport. Original packaging is helpful if you still have it, but it is not a requirement for exercising your statutory rights.

Refunds

Once a refund has been agreed or determined to be required, we will confirm the amount and arrange it without undue delay.

Refunds will normally be returned to the original payment method unless another method is agreed with you. The time taken for funds to appear in your account will depend on your bank or payment provider.

Indoor and outdoor signs

Our LED neon signs include a 2-year warranty covering manufacturing faults.

Indoor signs are intended for indoor use. Damage caused by outdoor exposure, water or use outside their stated specifications is not covered by this warranty.

Signs purchased as outdoor-rated are covered when used outdoors in accordance with their stated rating and supplied installation and care instructions. Outdoor use does not itself void the warranty on an outdoor-rated sign.

Damage caused by misuse, incorrect installation or alterations is not covered by this warranty. These exclusions apply to damage caused by those circumstances, rather than automatically cancelling coverage for an unrelated manufacturing fault.

To request warranty assistance, email admin@neonlanes.com with your order number and details of the issue.

Your consumer rights

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.

Our warranty is additional to your statutory rights. Those rights may continue beyond the 2-year warranty period. Nothing in this policy limits rights under other applicable consumer laws.

Contact us

For returns, refunds, damage or warranty enquiries, email admin@neonlanes.com.