Refund policy

We want you to love your sign. Here's how returns and refunds work at The Neon Lady.

• Faulty, damaged or not as described: If something we sell is faulty, damaged or not as described, we'll repair or replace it. This policy doesn't take away any of your rights under the Australian Consumer Law, including a refund where the law entitles you to one.
• Damaged in transit: If your order arrives damaged, let us know as soon as you can, ideally within 48 hours, and send photos of the sign and the packaging.
• Custom-made signs: Every custom sign is made to the design you approve, so please check your mockup carefully (spelling, colours and size) before approving. We can't offer change-of-mind returns on custom signs, or remake a sign because of a mistake in the approved design. If the sign we make doesn't match your approved design, we'll repair or replace it.
• Ready-made items: Changed your mind about something that wasn't customised? Let us know within 48 hours of delivery and send it back to Unit 6, 3 Dual Ave, Warana QLD 4575 within 30 days. Return postage is at your cost.
• Return postage for faulty items: If an item is faulty or damaged and sending it back would cost you more than a small amount, we'll cover the cost or collect it.
• Warranty: Neon signs come with a 3-year manufacturing warranty, and night lights with a 1-year manufacturing warranty.
• Colour: Colours on your screen may look a little different to the real sign, and neon colours can vary slightly from batch to batch. These small differences aren't a fault.
• How to start a return: Email hello@theneonlady.com.au with your order number, a short description and a few photos, or call 0492 510 747. We'll guide you through it.
• Refunds: Where a refund applies, we'll check the item when it arrives and refund it to your original payment method within 5 business days.