Protected Purchase

Refund & Warranty Policy

Safe, secure, and trackable delivery for all custom neon signs across Australia and internationally.

2 Year Warranty

Comprehensive coverage on all custom LED neon signs

Every custom LED neon sign from Beyond Neon Signs is backed by our industry-leading 2-year manufacturer warranty. We stand behind the quality and craftsmanship of our products.
  • LED neon flex tubing and components
  • Power supply and transformers
  • Manufacturing defects
  • Workmanship and materials

What's Covered

LED Neon Components

Our warranty covers all LED neon flex tubing, including defects in illumination, color consistency, and structural integrity. If any LED section fails or dims significantly within 2 years, we will repair or replace it free of charge.

Power Supplies & Transformers

All power supplies and transformers are covered under our 2-year warranty. If your power supply fails due to manufacturing defects, we will provide a replacement and cover return shipping costs.

Manufacturing Defects

We cover defects in materials and workmanship, including issues with acrylic backing, mounting hardware, and electrical connections. Our quality control team inspects every sign before dispatch.

Outdoor Signs

Outdoor-rated signs (IP65 waterproof) are covered against weather-related failures caused by manufacturing defects. This includes protection against moisture ingress and UV degradation of covered components.

What's NOT Covered

Exclusions

  • Physical damage from accidents, impacts, or improper handling
  • Damage caused by incorrect installation or electrical connections
  • Water damage to non-waterproof indoor signs used outdoors
  • Damage from power surges, lightning, or electrical faults in building wiring
  • Modifications or repairs performed by unauthorized third parties
  • Normal wear and tear or cosmetic damage to acrylic backing
  • Theft, vandalism, or natural disasters

Refund & Return Policy

Custom Made to Order Products

All our neon signs are custom-made to order specifically for you, based on your chosen design, text, size, color, and backing options. Due to the bespoke nature of our products, we are unable to accept returns or provide refunds for change of mind once production has commenced.

Important: Before we begin manufacturing your sign, you will receive a free design mockup for approval. Please review this carefully to ensure all details are correct including spelling, colors, size, and design elements.

Before Design Approval

Full 100% refund available if you decide to cancel before approving your design mockup. No questions asked.

After Production Starts

Once you approve the design and production begins, we cannot accept cancellations or offer refunds as your sign is being custom-manufactured with dedicated materials and labor. This is in accordance with Australian Consumer Law regarding custom-made goods.

Manufacturing Defects or Errors

If your sign arrives with a manufacturing defect, damage, or doesn't match your approved design, please contact us within 7 days of delivery with photos. We will:
  • Provide a free replacement sign at no cost to you
  • Offer a full refund if you prefer not to have a replacement
  • Cover all return shipping costs
  • Expedite production of your replacement

Customer Error in Approved Design

If you approved a design with an error (spelling mistake, wrong colors, etc.) and the sign is manufactured exactly as you approved it, we cannot offer a refund. However, we can create a new sign for you at a discounted rate of 50% off the original price.

Australian Consumer Law

Our warranty and refund policy complies with Australian Consumer Law (ACL). You are entitled to consumer guarantees that cannot be excluded, including:
  • Products must be of acceptable quality, fit for purpose, and match descriptions
  • Right to a repair, replacement, or refund for major failures
  • Compensation for other reasonably foreseeable losses or damage

Note: These consumer guarantees do not apply to custom-made products if the failure is a result of specifications you provided or requested.

Damaged in Transit

All neon signs are carefully packaged with premium protective materials to ensure safe delivery. However, if your sign arrives damaged during shipping:

Steps to Take:

  • Do not discard packaging - Keep all boxes, foam, and packing materials
  • Take clear photos - Document the damage to both the sign and packaging
  • Contact us within 48 hours - Email photos to info@beyondneonsigns.com.au
  • We'll arrange replacement - Free replacement sign or full refund

How to Make a Warranty Claim

Response Time

We respond to all warranty claims within 24-48 hours. Most issues are resolved within 7 business days.

Contact Method

Email info@beyondneonsigns.com.au with your order number, photos, and description of the issue.

Required Information:

  • Order number or invoice
  • Date of purchase
  • Clear photos of the issue
  • Description of the problem

Have Questions?

Our customer service team is here to help with warranty claims, refunds, or any questions about your neon sign.
Email Us
0430 331 443