Voodoo Neon offer returns for faulty products only. All products that we sell are custom made, hand made, and sold as individual pieces. They are made from scratch, and unique to every single customer. We will work with you to resolve any issues you have with the products that we sell - resolutions may include fixing the item, replacing the item, partial refund or full refund of the item. If you are facing any issues whatsoever please contact our support team: firstname.lastname@example.org.
All items sold by Voodoo Neon have a 24 month warranty that covers all electrical components and only when used under appropriate conditions. Incorrect use of a Voodoo Neon sign will void the warranty (e.g. Using an indoor sign outdoors).
Warranty Coverage for Installed Signs
Voodoo Neon cannot, and will not, be held accountable for signs which are needing to be installed. We bear no costs associated with installation, or maintenance of installation. If the sign itself is faulty, or has electrical circuitry issues, and the sign needs to be returned under warranty, all expenses for the removal and reinstallation of said sign will be your responsibility.
Damaged in Shipping
Upon receipt of your neon sign it is important that you immediately check and verify that it is working, is correct, and without damage. If however you experience faults with your sign, please contact our support team: email@example.com and outline the following information:
- Order number
- Your name, address, and contact telephone number
- Time and date your order was received
- Exact detail on the issue with the sign
- A clear set of photos/videos of the damaged box, damaged product
Once our experienced customer service team have received your email, we'll work with our technical staff to diagnose the problem, and come back to you with a response. Usually our support team respond within a few hours, but can take up to 1-2 business days to respond to issues of this nature. Resolutions for these kinds of faults are at the sole discretion of Voodoo Neon.
Lost or Missing Signs
We use Express post shipping via Fedex, DHL, and similar reputable services. All parcels we send out have tracking, and signature upon delivery - this ensures safe delivery of all parcels. Although very rare, occasionally parcels will go missing in transit. If this ever happens we will work with you to find the parcel. If however you have opted out of signature upon delivery and the postal service has delivered the parcel, then in this specific case we cannot be held liable for a parcel that is missing.
The first thing to do is contact our support team: firstname.lastname@example.org.
Once an order is placed with us, your custom hand made neon sign will go into production near immediately (in order to get signs dispatched to customers as soon as possible). Once in production orders cannot be cancelled - every sign is a custom order, made specifically for that customer.
Please report to them any issues you are having, and in as much detail as possible (images and video help). Our team are experts in helping diagnose issues, and in 90% of cases its user error, not a faulty product, so please do contact our team first.
If however our support team have advised you to return the product, they will provide you with the specific return address (note this is different to our head office address).
Items must be returned:
- In all of the original packaging, with any necessary taping and padding to be secured and protected and safe from harm
- Returned within 14 days of receipt
- If a replacement has been agreed - A replacement will be dispatched to you within 7 days of the faulty item being received in our warehouse
- If a refund or partial refund has been agreed - This will be actioned at our bank within 7 days of the faulty item being received in our warehouse
Unfortunately, we cannot accept returns on sale items or gift cards.
If you have any doubts, questions, or want more information please contact our support team: email@example.com.