Refund policy
Warranty, Refunds & Returns
Kings of Neon Pty Ltd (ABN: 21 633 770 180) is an Australian-owned and operated business, with a registered office at Office 307, 12 Pioneer Avenue, Tuggerah, NSW, 2259.
We are committed to handling returns, processing refunds, and providing warranty support in accordance with Australian Consumer Protection legislation and the Australian Consumer Law (ACL).
1. Return Conditions
Due to the highly custom nature of our products, we do not offer returns or exchanges for 'change of mind'. This strict no-returns policy applies to all of our custom-designed products, without limiting your rights and obligations under Australian Consumer Law.
All Refund requests must be made within 28 days of ordering and refund payments will be made within 7 Business Days if deemed applicable.
2. Hardwire Installation
Our LED neon signs are low-voltage (12V) products that come pre-assembled for "plug and play" use. Any attempt to hardwire the sign or alter its components will void your warranty. For hardwiring, please consult a qualified electrician. We cannot accept responsibility for faults arising from modifications made by the customer.
3. Shipping and Delivery
Once your order leaves our manufacturing facility, it is entrusted to third-party courier companies such as DHL, FedEx, UPS, or Australia Post. While we aim to deliver your sign as quickly as possible, we do not guarantee arrival on a specific date. Delays caused by these couriers are beyond our control, and we cannot be held accountable for any shipping delays once the product is in transit. Our warranty and refunds policy does not apply to such circumstances; we will not provide refunds or accept returns due to courier delays.
4. Warranty Coverage
Our warranty policy is divided into product-specific categories as follows:
4.1 LED Neon Sign and Illuminated Signage Assembly
- Splice™ LED Neon Technology: Covered for a period of 2 years (24 months) from the date of purchase. This warranty applies to the indoor use of Splice™ LED Neon products under normal usage conditions.
- Splice™ Outdoor LED Neon Technology: Covered for a period of 1 year (12 months) from the date of purchase. This warranty applies to outdoor installations using Splice™ LED Neon products designed for external conditions.
- Luminex™ LED Technology: Purchases made on or after 1st November 2024 are covered for 2.5 years (30 months) from the date of purchase. Purchases made before this date are covered by a 2-year (24-month) warranty.
- RGB LED Neon: Covered for a period of 1 year (12 months) from the date of purchase, applicable to both indoor and outdoor use under normal usage conditions.
- Illuminated Signage (including front-lit, back-lit, and lightbox signage): Covered for a period of 2 years (24 months) from the date of purchase, applicable to installations where products are used according to specified guidelines.
4.2 Manufacturer’s Warranty
- Mean Well Power Supplies: Covered by a 3-year (36 months) manufacturer’s warranty from the date of purchase.
- LED Controllers and Remote Dimmers: Covered by a 5-year (60 months) manufacturer’s warranty from the date of purchase.
4.3 Warranty Coverage for Legacy Power Supplies
For previous-generation power supplies provided prior to the recent upgrade to Mean Well products, we offer a 1-year (12 months) warranty covering manufacturer defects and operational issues under standard usage conditions.
This warranty period commences from the date of purchase and applies exclusively to power supplies that do not meet the current Mean Well standard.
To request a warranty claim, please submit a Warranty Claim Form to us.
5. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please follow these steps:
- Faulty Items: Products deemed faulty will be replaced free of charge within the warranty term.
- Incorrect Orders: Contact us at support@kingsofneon.com.au within 1 day (24 hours) if you receive an incorrect item.
Each custom neon sign is documented with photos and videos prior to shipment, showing it fully operational. These records are kept for six months and are available upon request.
- Damaged Items on Arrival: Do not install or use a damaged item. Take photos and videos of the damage within 1 day (24 hours) and email support@kingsofneon.com.au. Please allow two (2) to three (3) days for investigation.
6. Customer Obligations
To ensure the effectiveness of this warranty policy, customers are responsible for:
- Proper Installation and Use: Products must be installed and used in accordance with the provided guidelines. Misuse or improper installation may void the warranty.
- Maintenance and Care: Perform reasonable maintenance to ensure product longevity. Damage caused by neglect, misuse, or lack of maintenance is not covered under warranty.
- Prompt Reporting of Issues: Report any defects or issues as soon as they are noticed. Delays in reporting may affect the remedies available under this warranty.
- Proof of Purchase: Retain a valid proof of purchase. For warranty claims, customers must provide either an order number or an email confirmation of the order.
7. Remedies Under the Warranty
Depending on the defect and warranty coverage, we may provide one or more of the following remedies:
- Repair: We may repair the defective part or component to restore the product’s original functionality.
- Replacement: If a repair is not feasible, we may replace the product with an identical or equivalent model.
- Refund: For major failures as defined under the ACL, a refund may be offered.
Note: For minor defects, we reserve the right to determine the appropriate remedy in compliance with ACL.
8. Exclusions and Limitations
This warranty does not cover:
- Damage due to misuse, neglect, or unauthorized repairs.
- Products that have been modified or used outside of the recommended guidelines.
- Costs for third-party services, such as electricians or contractors, hired by the customer.
- Incidental or consequential damages arising from use or inability to use the product, except where liability cannot be excluded under Australian Consumer Law.
9. Interaction with Australian Consumer Law
This warranty policy supplements and operates in addition to your rights under the Australian Consumer Law. Under ACL, you are entitled to a replacement or refund for major failures and compensation for foreseeable loss or damage. You are also entitled to repairs or replacements for goods that do not meet acceptable quality standards, where the failure does not amount to a major failure.
10. Disclaimer and Limitation of Liability
Except as required by law, our liability is limited to the remedies set out in this policy. We are not liable for incidental or consequential damages resulting from the use or misuse of our products, except where liability cannot be excluded under Australian Consumer Law.
