Aha Neon® Returns Policy
Customer satisfaction is our number one priority, and we always aim to provide you with quality service and signs. We will always be happy to review your claim. If you’re looking to return or exchange your order for whatever reason, we're here to help!
Aha Neon® Warranty
Aha Neon® indoor and outdoor products include a 12-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. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Aha Neon and the purchaser.
Warranty Coverage for Hard Wired & Installed Signs
Aha Neon ® bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If in the unlikely event, 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, Aha Neon ® takes no responsibility for any costs incurred due to uninstalling and/or re-installing 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 12-month warranty.
For defective products
Aha Neon ® takes responsibility for products that are incorrect, damaged by the carrier, or defective in another way. We strive to ensure that our customers receive high-quality products in perfect condition. If you encounter any issues with your order, please contact our customer support team immediately. We will work diligently to resolve the problem and provide you with a satisfactory solution. Your satisfaction is our top priority, and we are committed to ensuring a positive shopping experience with Aha Neon ®.
Aha Neon® Returns Procedure
- Please contact us at support@ahaneon.com 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. we also require a receipt or proof of purchase. Aha Neon ® do not accept returns for any customized items like text or logo designed by customers without any reason, Before sending back anything, please contact support@ahaneon.com and we'll guide you through the process. The price of the products will be refunded, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- If a return has been agreed please note that you must return the faulty product in its original condition with all of its original packagings.
- If a return has been agreed, the faulty item must be returned for inspection by Aha Neon ® within 30 days of when you received the product.
- If a replacement has been agreed on Aha Neon ® will endeavor to produce and ship the replacement product to you as soon as possible.
- If a full or partial refund has been agreed on Aha Neon ® will let you know when you can expect to receive the refund.
- If a full or partial refund has been agreed on Aha Neon ® will let you know when you can expect to receive the refund.
Faulty Neon Signs
- Within 30 days of receiving your order - send pictures/videos of the faulty sign, along with your name and order number, to support@ahaneon.com
- After review, we will make sure to contact you within 24 hours
- If eligible for a refund, we will remake your sign for free right away! Your new sign will then be shipped to you in 1-3 weeks! (We are also able to propose partial refunds depending on the damage).
For Customer remorse
We will usually arrange production the day after you place your order, if you change your mind and don't want it anymore, Please contact us via support@ahaneon.com within the date ASAP or some other reasons like busy seasons, we will possibly arrange the product after two days or more in depends, Anyway, Aha Neon ® will fully refund before production.
We will not take any responsibility for customers purchased the wrong product, it doesn't fit, or no longer want it after being produced, shipped out or items have been received already. Otherwise, Aha Neon ® will only refund you half of your total order value.
Damaged in Transit
We recommend opening your Aha Neon ® parcel upon delivery. In the unlikely event that your sign has been damaged in transit, Aha Neon ® will ensure that a resolution is provided.
Damage must be reported within 30 days of delivery of your Aha 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 30-day claim period please send an email to your LED Neon Designer or support@ahaneon.com 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
Aha Neon ® takes 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 the delivery requirement, Aha Neon ® will take no responsibility for lost, missing, or stolen parcels that have been marked as ‘delivered’ by the shipping service.
Return Shipping Cost
Aha Neon ® is committed to providing a seamless customer experience. In the event of receiving a defective product, we take full responsibility for covering the return shipping costs. However, it is important to clarify that for instances where customers have purchased the wrong product, encountered sizing issues, or have changed their preferences, Aha Neon ® cannot assume responsibility for return shipping costs. We kindly ask our valued customers to review their orders carefully and reach out to our dedicated support team should any issues arise. Our team is always ready to assist and ensure complete satisfaction with each purchase.