REPLACEMENT

Before going through the Return & REPLACEMENT process, review the cancellation and refund policy under Consumer Contracts Regulations.

WHAT DOES OUR FAQ SAY ABOUT THE RETURN POLICY?

Returns/Cancellation

For fully custom/bespoke pieces we can't accept cancellation or returns after the payment due to change of mind, unfortunately, as all pieces are one-off made to order. All sales are final once placed on site. If your piece is faulty or has any error, of course, we can accept a return or replacement for you.

For pre-set designed signs, we can accept a return within 14 days of receipt of the product is unused and is in the same condition and packaging as when it was first received.

In the very unlikely case of your piece arriving broken or faulty, you have 7 days from the day of tracked delivery to let us know via email at support@neonbeach.com and we will deliver a replacement free of charge.

We offer a 12-month guarantee on all pieces, so if your piece breaks or stops working in any way during this period just let us know and we will replace it free of charge!

IMPORTANT NOTE:

• When processing a replacement/refund, we don't arrange a pickup for the item as the pickup service is expensive. But we don't inform the customer about this.

REPLACEMENT PROCESS

1. Identify whether the order is still within the 12-year warranty period. Note that the warranty starts from the date the item got delivered

• Within the warranty - Proceed to Step 2

• Beyond the warranty - Advise the customer that we are unable to issue a replacement but provide alternative solutions.

2. Ask for proof in the form of a photo/video.

Examples of proof needed:

• Incorrect Colour - just a photo of the LED sign (lights on)

• Incorrect Size - a photo of the LED sign with a measuring device showing the size of the actual sign delivered.

• Missing Accessories - a photo of the LED sign with all the included accessories

• Faulty Sign - 2 videos

Sign with the LED controller

Video showing the power plug (plugged into the socket)--> Power Adapter (showing the light indicator turning green) --> LED Controller --> LED Light.

Sign WITHOUT the LED controller

Video showing the power plug (plugged into the socket)--> Power Adapter (showing the light indicator turning green) --> LED Light.

3. Identify whether it's a Supplier's Fault, NB's Fault, or Customer's Fault.

Supplier's Fault

Ex: Faulty Sign or Accessories, Missing accessories, Incorrect Specs (size, color, design), Quality Issue

• We don't accept refunds if it's a supplier's fault. We let the supplier process the replacement.

• We inform the customer to secure the original sign as somebody would arrange a pickup

• Especially for faulty signs where the accessories still work, we advise the customer to keep the accessories as we would only be reproducing the LED light.

NB's Fault

Ex: Incorrect Specs (size, color, design), Faulty (produced by the previous suppliers)

• For incorrect specs, we can offer either a partial refund or a replacement.

• Partial Refund Amount: We ask the supplier how much it would cost to reproduce the sign and that's the exact amount we offer for a partial refund. If the customer declines, we process a replacement.

Customer's Fault

Ex: Damaged due to incorrect installation or mishandling

• Unfortunately, we are unable to process a refund nor a replacement. However, we can provide a discount if the customer would like the have the faulty sign reproduced.

4. Arrange the Replacement / Refund

For refund guidance, go to this LINK:

For Replacement:

1. Track all valid replacements (Suppliers or NB's Fault) here: https://docs.google.com/spreadsheets/d/15u63B0kB06FfH7l7s9iAlVKxjAjiqFSPA0_AE4gHKKQ/edit#gid=733093428

2. For Supplier's Fault Replacements, the Team Lead validates the details and forwards them to the supplier via slack in a weekly basis.

3. For NB's Fault Replacements, the Team Lead validates the details, export the details to the NB CS Main File - PRODUCT CONCERN.

FOLLOWING UP ON THE REPLACEMENT STATUS

Replacements Lead Time

LED Sign - ----- 3-4 weeks

Accessories - 2-3 weeks

1. If it's still within the replacement lead-time, advise the customer that the replacement is still being processed.

2. If it's beyond the lead-time, escalate to the Team Lead.

3. The Team Lead would either follow up with the supplier (supplier's fault) or Fulfillment Team (NB's Fault)