Refund policy
NeonNiche accepts returns and provides refunds exclusively for products that are defective. We commit to resolve issues promptly and may choose to repair, replace, refund, or partially refund the faulty product. The ultimate decision concerning defective items, which includes potential refunds for the product cost and/or shipping fees, is determined individually based on the fault origin, and solely lies within NeonNiche's discretion.
Our indoor and outdoor items come with a 12-month warranty, covering electrical components under proper usage. Kindly note that Indoor Signs are not designed for outdoor use or exposure to moisture. Misuse will invalidate the warranty. Resolutions for defective signs are contingent upon the fault source and will be settled between NeonNiche and the buyer.
NeonNiche disclaims any liability for costs associated with the installation or removal of your sign. In the rare event of a presumed fault, we'll require photographic and video evidence for diagnostic purposes and may ask for the sign to be returned for repair or replacement. Any expenses arising from the removal or reinstallation of the sign installed or hard wired by your choice is not our responsibility. If your sign has been hardwired by an electrician, the decision whether the fault falls under our 24-month warranty (for indoor signs only) is solely ours.
- Reach out to us at neonnniche@gmail.com, detailing which products you'd like to return and why, along with a brief video and photos of your sign. Both video and photos are mandatory for diagnostic and quality assurance. Limited assistance may be provided if you're unable to submit both. Upon receiving all necessary information, we'll connect with you to address the problem.
- If a return is approved, remember to return the defective product in its original state and packaging.
- In case of an agreed return, the faulty item must be sent back to NeonNiche for examination within 14 days of receipt.
- If a replacement is sanctioned, NeonNiche will strive to manufacture and dispatch the replacement item promptly.
- If a full or partial refund is approved, NeonNiche will inform you about the expected refund timeline.
We advise checking your NeonNiche package immediately upon delivery. Should your sign be damaged during transit, NeonNiche will assure a resolution. To qualify for a replacement, damage must be reported within 7 days of delivery, beyond which our general returns and refunds policy applies, and warranty coverage does not extend. The delivery date refers to the courier's delivery date, accessible via your tracking email.
To report transit damage within the valid claim period, email your LED Neon Designer or neonnniche@gmail.com with:
- a clear photo of the sign's damage,
- a clear photo of the box & any outer box damage,
- and a clear photo of the shipping label on the box.
NeonNiche prioritizes safe delivery of our signs to customers. We utilize a premium express delivery service that necessitates signature upon receipt. The customer can choose to waive the signature requirement directly through the shipping service post-dispatch. Please note that if you opt for this, NeonNiche holds no responsibility for parcels marked as 'delivered' by the shipping service and subsequently reported as lost, missing, or stolen.