Returns & Refunds

Mr and Mrs Neon offer returns and refunds for faulty products only. In line with Australian Consumer Law 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.

Returns Procedures

• Please contact us at returns@mrandmrsneon.com.au to 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 Mr and Mrs Neon within 14 days of when you received the product.
• If a replacement has been agreed Mr and Mrs Neon will endeavour to produce and ship the replacement product to you as soon as possible.
• If a full or partial refund has been agreed Mr and Mrs Neon will let you know when you can expect to receive the refund.
• Mr and Mrs Neon Warranty

Mr and Mrs Neon’s products include a 24-month warranty that covers electrical components when used appropriately. Please be aware that Indoor Signs are not suitable for use outdoors or anywhere they might get wet. Inappropriate use will void the warranty.

Warranty

Mr and Mrs Neon provide a 24-month warranty for indoor products and a 12-month warranty for outdoor products that covers electrical components when used appropriately. Please be aware that indoor neon signs are not suitable for use outdoors or anywhere where they might get wet. Inappropriate use will void the warranty. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Mr and Mrs Neon and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs

Mr and Mrs Neon bear 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, Mr and Mrs Neon take 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 24-month warranty.

Damaged in Transit

We recommend opening your Mr and Mrs Neon parcel upon delivery. In the unlikely event that your sign has been damaged in transit, Mr and Mrs Neon will ensure that a resolution is provided.

Damage must be reported within 7 days of delivery of your Mr and Mrs 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 7-day claim period, please send an email to your LED Neon Designer or support@mrandmrsneon.com.au 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.
• Lost, Missing & Stolen Signs

Lost, Missing and Stolen Signs

Mr and Mrs Neon take all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service that requires a signature on delivery. The customer may request to opt-out of the signature on delivery directly through the shipping service once the shipment process has begun. Please be aware that if you choose to opt-out of the signature on delivery requirement, Mr and Mrs Neon will take no responsibility for lost, missing or stolen parcels that have been marked as ‘delivered’ by the shipping service.