Every sign covered. Every term stated.
Each Neon Brothers sign is individually manufactured, inspected prior to dispatch, and supported by NB Care™. This page sets out the coverage that applies to your order, the circumstances it excludes, and the process for resolution — in full.
Coverage at a Glance
The five matters customers most frequently raise before ordering. Select a card to view the applicable section.
Warranty
All signage includes a minimum one-year manufacturer's warranty. Premium and Elite packages include 2 Year NB Care™ Replacement.
View coverage ↓Returns
Custom-manufactured signage is excluded from change-of-mind returns. Faulty or non-conforming goods are remedied at our cost.
View policy ↓Refunds
Refunds apply to major failures and to orders cancelled prior to commencement of production.
View policy ↓Claims
A four-stage assessment process. Initial response within one business day.
View process ↓Support
Direct assistance via WhatsApp, email and phone.
Contact support ↓Warranty Coverage by Package
Coverage varies by package. The table below sets out each level of protection in full.
| Protection | Essential | Premium | Elite | NB Care+™ |
|---|---|---|---|---|
| Coverage period | 1 year | 2 years | 2 years | Duration of subscription |
| Defects in materials and workmanship | ✓ | ✓ | ✓ | ✓ |
| LED module, wiring and component failure | ✓ | ✓ | ✓ | ✓ |
| Power supply and transformer failure | ✓ | ✓ | ✓ | ✓ |
| NB Care™ Replacement — full unit replacement | ✓ | ✓ | ✓ | ✓ |
| Accidental damage protection | ✓ | ✓ | ✓ | ✓ |
| Priority claim assessment | ✓ | ✓ | ✓ | ✓ |
| Australian Consumer Law guarantees | ✓ | ✓ | ✓ | ✓ |
Manufacturer's Warranty
Covers defects in materials and workmanship, LED and component failure, and power supply faults arising from normal use, for a period of one year. Remedies are by repair or replacement of the affected component.
NB Care™ Replacement
Where a covered fault occurs within two years of delivery, the sign is replaced in full. Replacement units are manufactured to the original approved specification.
NB Care+™
Extends protection to accidental damage — impact, dropping and mishandling after delivery — which is excluded from standard warranty coverage. Protection remains in effect while the subscription is active.
Coverage and Exclusions
What the warranty covers, and what it does not.
What Is Covered
What Is Not Covered
Damage Identified on Delivery
Transit Damage Procedure
All signage is inspected and photographed prior to dispatch and packed in purpose-made protective packaging. Transit damage is uncommon; where it occurs, Neon Brothers accepts full responsibility for its resolution.
If your sign arrives damaged: do not proceed with installation. Retain all packaging, photograph both the packaging and the sign within 48 hours of delivery, and submit the photographs together with your order number through any support channel listed below. Confirmation of next steps is provided within one business day. A replacement is manufactured at no charge, and no freight costs apply to transit damage claims.
Installation & Your Warranty
Installation requirements by product type, and their effect on warranty coverage.
Plug-In LED Neon
Supplied with a standard Australian plug and mounting hardware. No electrical licence is required. Installation in accordance with the supplied mounting guide has no effect on warranty coverage.
Hardwired Signage
Signage connected directly to mains power (240V) must be installed by a licensed electrician, as required under Australian electrical safety regulations. Retain the installer's invoice as evidence of compliant installation.
Outdoor Installations
Only signage rated for outdoor use may be installed externally. All connections must be sealed and fittings must be weather-appropriate. Outdoor-rated products are manufactured for Australian conditions.
Commercial Installations
Channel letters and lightboxes require structural mounting at height. Professional installation is strongly recommended. Obtaining signage permits from the relevant local authority remains the customer's responsibility.
Returns, Refunds & Cancellations
Each policy is set out separately below.
Return Policy
All Neon Brothers signage is custom-manufactured to the customer's approved specification. Accordingly, returns for change of mind are not available once production has commenced, consistent with standard practice for custom-made goods in Australia.
Where signage is faulty, damaged, or does not conform to the approved mockup, Neon Brothers will remedy the matter by repair, replacement or refund, with all associated freight costs met by Neon Brothers.
Nothing in this policy limits the customer's rights under the Australian Consumer Law.
Refund Policy
A refund is available in the following circumstances:
• The signage exhibits a major failure that cannot be remedied by repair or replacement within a reasonable time
• The order is cancelled prior to commencement of production
• The delivered signage does not conform to the approved mockup and remanufacture is declined
Approved refunds are processed to the original payment method within 5–10 business days. Minor failures are remedied by repair or replacement in the first instance, in accordance with the Australian Consumer Law.
Cancellation Policy
Prior to mockup approval: orders may be cancelled at any time for a full refund. No cancellation fee applies.
After production has commenced: materials have been committed and manufacturing is underway. Refunds are reduced by costs reasonably incurred to the date of cancellation. The applicable amount is confirmed in writing before any cancellation is finalised.
After completion or dispatch: orders can no longer be cancelled. Warranty coverage and transit protection continue to apply in full.
Warranty Claim Process
Claims are assessed in four stages. No claim forms are required.
Lodge the claim
Lodge the claim Contact any support channel with your order number and a description of the fault.
Response within 1 business dayProvide documentation
Photographs of the fault, the complete sign, and the power supply. A short video is requested for intermittent or power-related faults.
Within the same correspondenceAssessment
The claim is assessed against the applicable coverage. Further information may be requested where required.
2–3 business daysResolution
Covered faults under Premium and Elite are resolved by NB Care™ Replacement. Replacement units are manufactured to the original specification.
Manufacture 7–14 daysAustralian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
No term of the Neon Brothers warranty, NB Care™ or NB Care+™ limits, excludes or modifies these rights. All contractual protections apply in addition to the consumer guarantees.
Frequently Asked Questions
Can a custom sign be returned for change of mind?
No, once production has commenced. Each sign is manufactured to the customer's approved specification. Orders may be cancelled for a full refund at any time prior to production. Faulty or non-conforming signage is remedied at Neon Brothers' cost in all cases.
What should I do if my sign stops operating?
Lodge a claim through any support channel, quoting your order number and attaching a photograph or short video. Power supply failure is the most common cause and is covered under every package. Covered faults are remedied by repair or replacement.
What is the duration of my warranty?
Essential: one year. Premium and Elite: two years, including NB Care™ Replacement. NB Care+™ protection applies for the duration of the subscription.
How does NB Care™ Replacement differ from the standard warranty?
The standard warranty provides repair or replacement of the affected component. NB Care™ Replacement provides a complete replacement sign, manufactured to the original approved specification, for covered faults.
What is NB Care+™?
An optional monthly subscription providing accidental damage protection — impact, dropping and mishandling after delivery. Accidental damage is excluded from all standard warranty coverage; NB Care+™ is the sole means of cover for it.
Is accidental damage covered?
Not under the standard warranty or NB Care™ Replacement. Accidental damage is covered exclusively under NB Care+™.
Does outdoor use affect coverage?
Signage rated for outdoor use is fully covered when installed externally. Indoor-rated signage installed outdoors is excluded from coverage. Product ratings are stated on each product page.
Does self-installation void the warranty?
Plug-in signage: no — self-installation is the intended method. Hardwired signage: installation must be performed by a licensed electrician; faults attributable to non-compliant electrical work are excluded.
Who bears freight costs for warranty claims?
Neon Brothers. All freight for approved claims is met by Neon Brothers, in both directions, Australia-wide.
My sign arrived damaged. What is the procedure?
Retain all packaging, photograph the packaging and the sign within 48 hours of delivery, and submit the photographs with your order number. A replacement is manufactured at no charge.
How long does a claim take to resolve?
Initial response within one business day; assessment within 2–3 business days. Replacement signs are custom-manufactured — allow the original production timeframe plus 3–5 business days for delivery.
When is a refund available for a faulty sign?
Where the signage exhibits a major failure that cannot be remedied within a reasonable time, a full refund is available. Minor failures are remedied by repair or replacement in the first instance.
Can an order be cancelled?
Prior to mockup approval: yes, with a full refund. After production commences: yes, less costs reasonably incurred, confirmed in writing beforehand. After completion or dispatch: no; warranty and transit protection continue to apply.
What happens if a single letter or section fails?
The affected section is repaired or replaced. Under Premium and Elite, faults qualifying under NB Care™ result in replacement of the complete sign.
Is the power supply covered?
Yes. Power supplies and transformers are covered under every package and represent the most common — and most quickly resolved — fault category.
Is the warranty transferable on sale of the business?
Coverage attaches to the sign for the remainder of its coverage period. The order confirmation should be retained with the sign to support any future claim.
Do commercial installations receive different coverage?
Coverage is identical across applications. Commercial installations must meet compliance requirements: licensed electrical work for hardwired signage and local authority permits where applicable.
When should Neon Brothers be contacted?
At any stage — prior to ordering, during production, or after delivery. Photographs submitted through the channels below receive the fastest assessment.
Contact Support
Enquiries are handled directly by the Neon Brothers team. Standard response times are stated below.
