Refund policy
WHAT IS YOUR RETURNS POLICY?
Every Neonverses sign is made from scratch, especially for you. Due to the highly custom nature of our product, we do not offer change-of-mind returns or exchanges.
SOMETHING’S WRONG WITH MY NEON!
At Neonverses, we strive to produce pieces of the highest quality. Our items are quality-checked before they are carefully packaged and sent to you. In the unlikely event that your item arrives damaged, or is not working as intended, please refrain from using the product. We kindly ask you to send images, a video and a brief description of the fault to info@neonverses.com.au within 24 hours of receiving the product. Please include your order number in the subject line.
If you believe you have received the incorrect order, please contact our team at info@neonverses.com.au with an image of the received item and a brief description of the discrepancy within 24 hours of receiving the item. Please include your order number in the subject line.
Note: Your return window will be opened for 7 days. After 7 days, we will not except the return even if it is faulty or incorrect order.
DOES MY NEON COME WITH A WARRANTY?
Neonverses’s items are of the highest quality. We offer an amazing 24-month manufacturer’s warranty – DOUBLE the industry standard! Please note, that our manufacturer’s warranty covers all electrical components when used appropriately indoors.
Depending on the fault, Neonverses will either fix, replace or refund the product. Neonverses reserves the right to select the most appropriate actions to fulfil the warranty.
Please contact info@neonverses.com.au for all warranty queries.
ORDERING
HOW LONG WILL MY ORDER TAKE?
Neonverses standard shipping takes 10-15 business days to ship from the date you approve your proof or from your order (If you did not select the proof requirement option at checkout).
We’re so committed to getting your sign to you in time for your big event, that we also offer a 100% money-back guarantee in the event that your neon sign does not arrive on time!
Just remember to enter your event date (minimum 3 weeks away from your order date) at check-out, email us at info@neonverses.com.au or let us know when you get sent your proof to apply this guarantee to your order.
Priority shipping
Need it sooner than 15 days? Please email us through: info@neonverses.com.au in order to arrange the possible shipping day. Our team will do our best to assist you with your needs.
HOW CAN I CANCEL AN ORDER THAT I’VE PLACED?
Our design is made for customization. If you have placed an order that means your order will be sent directly to the professional neon maker team. Therefore, you can not refund and cancel your order after you placed it
CAN I MAKE ANY CHANGES TO MY ORDER?
We aim to process and create your order as fast as possible which means we're typically unable to make any changes once you've placed an order. If you have designed your own custom neon sign on our site and need to update a misspelt word, please get in touch with our team within 24 hours and they may be able to help. Email them at info@neonverses.com.au including your order number and amendment/s.
We understand that sometimes you may want to add more to your order, however, once an order is submitted, we’re unable to add more items to that order – even if it’s still processing. We recommend placing a separate order if you’d like to purchase more items.
I’M HAVING TROUBLE PLACING AN ORDER ONLINE, CAN YOU HELP?
On the rare occasion you may experience difficulties out of our control, we recommend the following tips:
- Clear your cache and any cookies from your browser.
- Try a different web browser - using Google Chrome or Mozilla Firefox is the easiest to browse and shop on most websites, including ours.
- If you have an account, log in/log out of your account again.
- Try using a different device (sometimes using a desktop may help).
If you continue to experience any issues, please don’t hesitate to contact us at info@neonverses.com.au, we will find an alternative solution to help you place your order online.