Returns, Warranty & Shipping

1) Returns & Refunds (Faulty Items Only)

We accept returns and issue refunds only for faulty or damaged products. Once we review your case, we may repair, replace, fully refund, or partially refund the item. The final resolution (including product and/or shipping fees) is decided case-by-case based on the root cause of the fault and is at TVD Neon’s sole discretion.

We do not accept returns for change-of-mind or custom design revisions after production has begun.

2) Warranty

All indoor and outdoor TVD Neon signs include a 1-year limited warranty covering electrical components when the product is used appropriately.

  • Indoor signs are not suitable for outdoor use or anywhere they may get wet.

  • Misuse, improper installation, modification, exposure to liquids, physical damage, power surges, or normal wear and tear voids the warranty.
    Resolution (repair, replacement, or refund) depends on the source of the fault and is determined between TVD Neon and the purchaser.

Hard-Wired & Professionally Installed Signs

TVD Neon is not responsible for any install/uninstall costs. For diagnostics we may request photos/videos and, if required, the product to be returned for inspection. If your sign has been hard-wired by an electrician, whether the issue is covered under our 2-year warranty is at our sole discretion.

3) How to Start a Return/Warranty Claim

Email support@tvdneon.com (or your assigned designer) with:

  1. Short video showing the issue (power on/off, close-ups).

  2. Photos of the sign and the power supply.

  3. Order number & contact details.

We require both video and photos to diagnose issues. Without them, our ability to help is limited.

If a return is approved:

  • Send the product in its original condition and packaging.

  • The item must arrive at our facility within 14 days of your delivery date for inspection.

  • If a replacement is approved, we’ll produce and ship it as soon as possible.

  • If a full/partial refund is approved, we’ll notify you of the expected timing.

4) Damaged in Transit

Please open and inspect your parcel on delivery. If your sign was damaged in transit, TVD Neon will provide a resolution.

  • Damage must be reported within 7 days of delivery (based on the courier’s delivery scan).
    Send to support@tvdneon.com:

  • Clear photo of the damage on the sign

  • Clear photo of the shipping box & any damage

  • Clear photo of the shipping label

5) Lost, Missing & Stolen Parcels

We ship using premium express services and default to signature on delivery.

  • If you opt out of signature with the carrier after dispatch, TVD Neon is not responsible for parcels marked “delivered” that are lost, missing, or stolen.

6) Exclusions & Notes

  • Custom typography, color variation, minor light differences, and small manufacturing marks that do not affect function are not considered faults.

  • Warranty does not cover accessories not supplied by TVD Neon or damage from incorrect voltage/power supplies.

  • Keep your receipt and packaging until your sign is tested and installed.