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White Structure offers returns and refunds for faulty products only.In line with Australian Consumer Law Custom 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.

Return Policy

All the neon signs are handcrafted and made for the precise purpose and usage of the customer. Every design is unique. Our team of professionals handcrafts the neon signs by bending the neon signs by hand.
Hence, Your custom neon sign could not be matched 100% with the mock-up we sent you or the designs that you see on our website. The colours of our neon product from our website or mock-ups we email you are for reference only.
We will not accept cancellations once an order is placed.Every neon sign is custom made.Once the order is placed and put into production,We cannot cancel the order.Thus, unwanted or incorrect orders cannot be cancelled.
THERE IS NO REFUND FOR ANY CUSTOM MADE NEON SIGN®Deposit Policy deposit include the design fee and service fee. 

THERE IS NO REFUND FOR THE DEPOSIT® Warranty indoor products include a 12 month warranty that covers electrical components when used appropriately. Resolution for faulty signs will be dependent on the source of the fault and will be determined between and the purchaser.

Warranty Coverage for Hard Wired & LED Neon Tube. Backing is not included. bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If, in the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair. If you have chosen to have your sign installed and/or hard wired, takes no responsibility for any costs incurred due to uninstalling and/or reinstalling your sign. If your sign has been hardwired in by an electrician, it is at our sole discretion to decide if the occurring fault is covered under our 12 month warranty.® Returns Procedures
Please contact us at info@wneon.coto 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.
If a return has been agreed the faulty item must be returned for inspection by within 14 days of when you received the product.
If a replacement has been agreed will endeavour to produce and ship the replacement product to you as soon as possible.
If a full or partial refund has been agreed will let you know when you can expect to receive the refund.

Damaged in Transit
We recommend opening your parcel upon delivery. In the unlikely event that your sign has been damaged in transit will ensure that a resolution is provided.

Damage must be reported within 14 days of delivery of your Custom Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date which can be found by following the prompts in your tracking email.

If you believe your item has been damaged in transit and you are within the 14 day claim period please send an email to your LED Neon Designer or with all of the following:

a clear photo of the damage to the sign,
a clear photo of the box & any damage to the outer box,
and a clear photo of the shipping label on the box.

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