Aha Neon® Shipping & Returns Policy

Aha Neon® Shipping Policy

Aha Neon® Warranty and Returns Policy

Customer's 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!

Important Notes About Returns

• Original shipping costs are non-refundable
• Refused standard orders incur 10% restocking fee plus original shipping
• Refused custom orders incur 30% restocking fee plus original shipping
• All returns must include tracking number

Aha Neon® Warranty Policy

Warranty Coverage

• Indoor and Outdoor Products: Aha Neon® indoor and outdoor products include a 12-month warranty that covers electrical components when used appropriately. Indoor signs are not suitable for outdoor use or in wet conditions. Inappropriate use will void the warranty.
• Resolution: The resolution for faulty signs will depend on the source of the fault and will be determined between Aha Neon® and the purchaser.

Hard Wired & Installed Signs

• Costs: Aha Neon® is not responsible for any costs incurred during the installation and/or uninstallation of your sign.
• Diagnostic Process: If a fault is suspected, photos and videos may be required for diagnostic purposes. The sign may need to be sent back for replacement or repair.
• Hardwired Signs: If your sign has been hardwired by an electrician, it is at our sole discretion to decide if the fault is covered under our 12-month warranty.

Aha Neon® Returns Policy

We offer 30-day free returns for standard neon signs if you're not completely satisfied. Just ensure the item is unused, in its original packaging, and includes all accessories.

Defective Products

Aha Neon® takes responsibility for products that are incorrect, damaged by the carrier, or defective. Contact our customer support team immediately if you encounter any issues with your order. We will work diligently to resolve the problem.

Note:

1. We do not accept returns or offer refunds once the goods have been received. It is the customer's responsibility to ensure they are purchasing the correct product. Kindly review the product details thoroughly before making a purchase.
2. Import Duties & Fees: Customers are solely responsible for paying all applicable import duties, taxes, and customs clearance fees levied by their country's regulations. Aha Neon® will not cover or reimburse these charges.

How to Return an Item

1. Return Window: Within 14 days to return our product
2. Please email support@ahaneon.com within 7 days of delivery
3. Include in your email:
   • Order number
   • Photos/video showing product condition
   • Reason for return
4. We'll send return instructions within 24-48 hours
5. Ship items back using trackable method
6. Refund processing time: 30 business days (depending on peak times) for your return to be processed

Shipping Responsibilities

• Customer pays return shipping unless the return is due to our error
• Free shipping promotions do not apply to exchanges
• For lost packages, customers must file claims with carrier

Cancellation Policy

• Standard orders: May cancel within 24 hours (5% fee applies)
• Custom orders: May cancel within 48 hours only
• Orders that have shipped cannot be cancelled

Refunds and Replacements

Refunds

If eligible, refunds will be processed within a certain number of days and applied to your original payment method.

Replacements

If a replacement is agreed upon, we will produce and ship the new product as soon as possible.

Additional Policies

Faulty Neon Signs

• Reporting: Within 30 days of receiving your order, send pictures and videos of the faulty sign to support@ahaneon.com.
• Resolution: If eligible for a refund, we will remake your sign for free. Your new sign will be shipped in 1-3 weeks. Partial refunds may also be proposed depending on the damage.

Customer Remorse

• Order Changes: Contact us via support@ahaneon.com as soon as possible if you change your mind. We will fully refund before production.
• Post-Production: If the product has been produced, shipped, or received, Aha Neon® will only refund half of the total order value.

Damaged in Transit

• Reporting Damage: Damage must be reported within 30 days of delivery. Follow the prompts in your tracking email to determine the delivery date.
• Evidence Required: Send clear photos of the damage, the box, and the shipping label to your LED Neon Designer or support@ahaneon.com.

Lost, Missing & Stolen Signs

• Shipping Service: We use a premium express shipping service that requires a signature on delivery. If you opt out of the signature requirement, Aha Neon® will not be responsible for lost, missing, or stolen parcels marked as 'delivered' by the shipping service.

Return Shipping Cost

• Defective Products: Aha Neon® covers return shipping costs for defective products.
• Customer Errors: Customers are responsible for return shipping costs if they purchased the wrong product, it doesn't fit, or they no longer want it after it has been produced, shipped, or received.

For any questions or further assistance, please contact our dedicated support team. We are here to ensure your complete satisfaction with each purchase.