Interpretation and Definitions

Interpretation

The words whose initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

• Company (referred to as either “the Company”, “we”, “us” or “our”) refers to Neonbeersigns.com
• Goods refer to the neon beer sign and related accessories sold by Neonbeersigns.com
• Orders mean a request by You to purchase Goods from us
• Service refers to the website and neon beer sign services provided by Neonbeersigns.com
• You refers to the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service

I. Cancellation Policy

Pre-Production Cancellation

You have the right to cancel your order within 12 hours of purchase. After this period, your order will move into production and can no longer be canceled.

Cancellation Process:

• Contact us immediately at [email protected] 
• Provide your order number and cancellation request
• Cancellation must be requested within 12 hours of purchase and before production commences

Refund for Cancellation: If You cancel Your Order within 12 hours after purchase and before production begins, we shall refund all payments made by You, including delivery charges (excluding additional charges incurred due to the chosen delivery method differing from the affordable standard delivery method provided by us), without undue delay.

II. Returning Goods

Conditions for Returns

Your Order Goods are eligible for return if they meet one of the following conditions:

1. Product defects – Manufacturing flaws or quality issues
2. Insufficient product quantity – Missing items from Your Order
3. Product damage – Goods damaged during shipping
4. Inconsistent with description – Product doesn’t match Your specifications or quotation
5. Missing accessories – Power adapter, dimmer control wire, remote control, or installation kit components

Return Process

Inspection Upon Delivery

IMPORTANT: Please inspect Your neon beer sign immediately upon receipt for any damage or issues.

If Outer Packaging is Damaged:

1. Before signing for delivery, ensure the carrier has recorded the packaging damage
2. Open and inspect the neon beer sign package upon receipt
3. Document any issues with clear photos and inform us promptly

Reporting Damaged or Defective Goods:

Send the following information via email to [email protected]:

• Clear photos of the damaged or defective sign
• Clear photos of the outer packaging and damaged areas
• Clear photos of the shipping label on the outer packaging
• Your order number and contact information

Non-Working Product Support:

If Your neon beer sign is not working properly:

1. Contact us immediately at [email protected] 
2. Provide specific details about the issue
3. Include photos and a short video demonstrating the problem

Required Operation Video: Please provide a complete operation video following this process:

• Start filming from the power plug-in
• Show the controller connection
• Demonstrate aligning the remote control with the controller
• Finally, film the sign’s response (or lack thereof)

III. Refunds

Refund Eligibility

Refunds are available under the following circumstances:

1. Pre-production cancellation within 12 hours as outlined in Section I
2. Defective Goods that cannot be repaired or replaced
3. Goods were significantly not as described and unsuitable for the intended use

Refund Process

• Payment Method: We will use the same payment method used in the original transaction for the refund
• Processing Time: Refunds are processed without undue delay
• No Fees: We do not charge any fees for processing refunds

Refund Exclusions

• Damages caused by intentional or accidental impact/damage
• Issues arising from improper use (e.g., using indoor signs outdoors or in damp environments)
• Normal wear and tear

IV. Exchanges

Exchange Eligibility

Exchanges are available for:

• Defective Goods within the warranty period
• Incorrect specifications due to our error

Exchange Process

1. Contact us at [email protected] with an exchange request
2. Provide documentation including photos, videos, and order details
3. Assessment – We will evaluate the exchange request based on the source of the problem
4. Approval – Upon approval, we will arrange for replacement or exchange

Warranty Coverage for Exchanges

Standard neon beer sign – 6-Month Warranty

• Quality Guarantee: All Neonbeersigns.com products enjoy a 6-month warranty period for quality issues
• Material & Workmanship: 6-month guarantee covering manufacturing defects, cable loosening, and similar issues
• Usage Limitation: Indoor signs are not suitable for outdoor or damp environments. Improper use will void the warranty

Contact Information

For all returns, refunds, exchanges, warranty claims, or customer service inquiries:

Email: [email protected] 

Our customer service team is dedicated to ensuring Your complete satisfaction with Your custom neon beer sign purchase.

This policy is effective as of the date of Your purchase and applies to all neon beer sign purchased from Neonbeersigns.com. We reserve the right to update this policy as needed, with changes communicated to customers appropriately.