Every sign from Neons Custom comes with a 1 year warranty, counted from the date of delivery. It is there for the parts that can fail on their own even when a sign is used properly.
What the warranty covers
- Sections of LED neon flex that stop lighting or flicker during normal use
- Faulty wiring or connections inside the sign
- A power adapter or cable that stops working
- Defects in how the sign was put together, such as flex coming loose from the acrylic
What it does not cover
- Cracks, scratches or breaks from drops, knocks or moving the sign
- Damage from water, rain, high humidity or outdoor use when the sign was not sold for outdoor use
- Damage caused by using a power supply other than the one included
- Signs that have been cut, rewired, repainted or otherwise modified
- Normal wear, such as light marks on the acrylic from cleaning
- Shipping damage reported more than 7 days after delivery (shipping damage falls under our Shipping Policy)
Making a claim
- Email us with your order number and a short description of the problem.
- Add a photo or video showing the sign plugged in, so we can see which part is affected.
- We review the claim and reply with the next step.
Depending on the fault, we may send a replacement adapter or part, arrange a repair, or replace the sign. Many power issues turn out to be the adapter, and a new adapter is often the quickest fix.
Before you write to us
A few quick checks can save time: make sure the plug is fully seated at both ends, try a different wall outlet, and check that any inline switch or controller on the cable is turned on.
Warranty questions
- Hours
- Monday – Friday, 9:00 AM – 5:00 PM (GMT+7)