Custom Cool Neon® offers returns and refunds for faulty products only. Custom Cool Neon® will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of Custom Cool Neon®.
What is Custom Neon®'s returns procedure?
- Please contact us at info@customcoolneon.com to let us know which products you wish to return and why, attaching a short video of your sign as well as photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you are not able to provide both a video and photo(s) of the problem then our ability to rectify your issue will be limited. Once we have received all of the required information we will be in touch to try to resolve the issue.
- If a return has been agreed please note that you must return the faulty product in its original condition with all of its original packaging.
- If a return has been agreed the faulty item must be returned for inspection by Custom Cool Neon® within 14 days of when you received the product.
- If a replacement has been agreed Custom Cool Neon® will endeavour to produce and ship the replacement product to you as soon as possible.
- If a full or partial refund has been agreed Custom Cool Neon® will let you know when you can expect to receive the refund.