TVD Neon — Returns & Warranty Policy (EN)

Effective Date: October 2025
Last Updated: October 2025

1) Returns & Refunds (Faulty Items Only)

We accept returns and issue refunds only for faulty or damaged products. After reviewing your case, TVD Neon may repair, replace, fully refund, or partially refund the item. The final resolution (including any product and/or shipping refunds) is made case by case at TVD Neon’s sole discretion.

We do not accept returns for change-of-mind or design changes after production has started.

2) Warranty (12 Months)

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

• Indoor signs must not be used outdoors or in wet/damp areas.

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

Hard-Wired & Installed Signs

TVD Neon does not cover any costs to install, uninstall, or re-install your sign. For diagnostics we may request photos and a short video, and we may require the sign to be returned for inspection. If an electrician has hard-wired your sign, coverage under the 2-year warranty is at our sole discretion.

3) How to Make a Claim

Email support@tvdneon.com with:

1. Order number and a brief description of the issue

2. Short video showing the problem (power on/off, close-ups)

3. Clear photos of the sign, power supply, and the issue

Both video and photos are required for diagnostics. Missing media may limit our ability to help.

If a return is approved:

• Send the product in original condition with all original packaging.

• The item must be received by TVD Neon within 14 days of your delivery date for inspection.

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

• If a full or partial refund is approved, we will advise expected timing.

4) Damaged in Transit

Please open and inspect your parcel upon delivery. If your sign was damaged in transit, we will provide a resolution.

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

• A clear photo of the damage to the sign

• A clear photo of the box and any outer damage

• A clear photo of the shipping label

Claims after 7 days are handled under our general returns policy and are not covered under warranty.

5) Lost, Missing & Stolen Parcels

We ship via premium express services and require signature on delivery by default. If you opt out of signature with the carrier, TVD Neon is not responsible for parcels marked “Delivered” that are lost, missing, or stolen.

6) Exclusions & Notes

• Minor variances in color/brightness, small manufacturing marks, or features 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.