Terms of Service
Faulty Product Process:
In case of a faulty product, we kindly request you to provide us with a short video and photos of the sign. Both video and photos are essential for a thorough analysis and precise understanding of the issue. Failure to provide both may limit our ability to address your concern effectively. Once we have received all the required information, we will work to resolve the issue. In some cases, we may provide instructions for remote troubleshooting. If the issue remains unresolved, we will issue a replacement at no additional cost.
In exceptional cases where a resolution is ineffective or a replacement is not possible, we will issue a refund, subject to OMG Neon's sole discretion. The refund amount will be equal to or less than the sold price of the product, excluding shipping charges.
Important Notes:
Please refrain from disposing of or discarding any items related to the faulty product. We may schedule a product collection to better understand the issue.
If the product is faulty, please do not discard the working components. We will only provide a replacement for the faulty part.
About Neon Signs:
Due to the custom-made nature of our products, there might be slight variations in shape, color, font, or size. For orders via the design tool, the size may vary by 1-3 inches. The exact design and font may not be replicated exactly as shown in the computer-generated mockup since our signs are handcrafted. Some glue marks may be visible due to the use of hard glue for fixing LEDs.
Marginal discolorations may occur due to variations in computer screen or printer calibration, or prolonged exposure to sunlight/UV rays. Please note that the signs are not completely silent, and some noise may come from the LEDs, dimmer circuits, adapters, or power supply due to their operating frequencies or ventilation fans.
The buyer acknowledges that these variations and discolorations are not considered faults of the products and accepts the possibility of such occurrences.
You agree that OMG Neon has the sole discretion to determine whether a product failure or breakage is due to a manufacturing defect. You also agree to provide all relevant information regarding the circumstances of the failure or breakage to help us make an informed determination.
Damaged During Transit:
We recommend inspecting your parcel upon delivery and taking an unboxing video for future claims. If, by any rare chance, your sign is damaged during transit, we will resolve the issue promptly. Please take clear pictures of any damage to the sign or the outer box before opening it.
To be eligible for a replacement, you must report the damage within 7 days of delivery* of your Neon sign. Claims of damage or faults reported after this time period will follow our general returns and refunds policy.
*Note: The delivery date is the courier delivery date, which can be found 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 hello@omgneon.com with the following:
A clear photo of the damage to the sign.
An unboxing video.
Clear photos of the box and any damage to the outer box (from multiple directions, including all sides).
A clear photo of the shipping label on the box.
Failure to comply with this request and time frame may void the Seller's obligations.
In the event that the sign is declared faulty, lost, or damaged during shipping, OMG Neon will offer a replacement at no cost. Please note that any requests for modified designs or changes in the shipping address may incur additional charges based on customer requirements.