All custom signs carry a one year warranty from the date of purchase. The customer is responsible for contacting our Customer Service Department (firstname.lastname@example.org), providing photos of the issue, and shipping the product back to our factory upon approval. The customer will bear the cost of shipping the sign one way, back to our factory for repairs. The warranty is based on the product returning to us for evaluation in the original box. Product not returned in its original packaging will null & void the original warranty. In that case, all shipping fees and any repair charges will be the responsibility of the customer. Warranty does not cover damage caused by accident, misuse, abuse, neglect, improper installation, or incorrect maintenance. Unauthorized returns will not be accepted, and we will be returning to the customer. Please allow 8-10 business days for your sign to be repaired and shipped back to you.
Our Ordering Process is very detailed, and we put much effort into making sure you get the exact sign that you want. If the sign you receive does not exactly meet your expectations, please notify us with photos of the sign at email@example.com within 24 hours of receipt, and we will do our best to assist you.
Neon Flex signs are high impact led light with a delicate acrylic backing, while we put much extra effort into Multi Layered Packaging. Still, In the event you are the unlucky recipient of a broken sign, please immediately contact us with photos of the broken sign at firstname.lastname@example.org to report this to our Customer service team. We need to know about any broken signs within 24 hours of receipt, so it is essential that you inspect your product and contact us immediately; this is critical as we have to file for insurance claims with the carrier to ensure we can get you a replacement sign.
If a shipment is refused, the customer is responsible for the payment of freight. Pictures will be required to determine the extent of the damage. Typically a damage call tag will be issued with UPS/FedEx for the pickup and return of the product for repair or replacement. UPS will pick up (within 72 hours) the damaged merchandise for inspection and return the item to our factory. Please allow 8-10 business days to return the repaired sign.
No refunds/no exchanges/all sales are final.
In the event UPS/FedEx is charging us additional fees on address correction, we will rebill your order/invoice/credit card and send you the proof.
When ordering from Neon Flex Store, you're responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the United States may be subject to import taxes, customs duties, and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient's country. The recipient must bear additional charges for customs clearance; we have no control over these charges and can't predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.