Every sign covered. Every term stated.
Each Neon Brothers sign is individually manufactured, inspected prior to dispatch, and supported by NB Care™. This document outlines our standard commercial warranties, our transit damage procedures, and your non-excludable statutory rights under the Australian Consumer Law.
Coverage at a Glance
The five matters customers most frequently raise before ordering. Select a card to view the applicable section.
REPLACEMENT
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 replacement covers, and what it does not.
What Is Covered
What Is Not Covered
Damage Identified on Delivery
All Neon Brothers signs are packed in custom protective packaging and undergo comprehensive quality checks before dispatch.
To enable Neon Brothers to lodge a claim against the shipping carrier’s insurance, customers are requested to inspect their delivery and notify support within forty-eight (48) hours of receipt if any damage is visible.
To initiate a fast-track transit claim, please provide the following:
- High-resolution photographs showing the damaged sign in its entirety.
- Clear photographs of the external packaging, highlighting any tears or crushing.
- A clear photograph of the shipping label on the package.
In accordance with the Australian Consumer Law, failure to notify support within forty-eight (48) hours does not extinguish or limit the customer's right to claim a remedy for goods that were damaged prior to delivery. However, notifying support outside this window may require the customer to provide reasonable evidence that the damage occurred in transit, rather than during post-delivery handling or unboxing.
Installation & Your Warranty
Installation requirements by product type, and their effect on warranty coverage.
Plug-In LED Neon
This policy applies to 12V or 24V extra-low voltage (ELV) plug-in signage supplied with a standard Australian 240V power adapter. Self-installation is permitted, provided the sign is installed in accordance with the Neon Brothers mounting guide. As the product is supplied with a standard plug-in power adapter, no formal electrical qualifications are required for installation.
Hardwired Signage
This policy applies to any illuminated signage that is designed to connect directly to a building's 240V mains power supply, including channel letters, heavy-duty outdoor lightboxes, and hardwired fascia panels. All hardwired electrical connections must be carried out by a licensed electrical contractor in accordance with applicable state legislation, such as the Electricity (Licensing) Regulations 1991 (WA), and AS/NZS 3000:2018. The installer's EC licence number must be clearly shown on the installation invoice, and an official Electrical Safety Certificate (ESC) must be issued to the customer upon completion. To process any warranty claim related to electrical faults on hardwired signage systems, a copy of the licensed installer's invoice and the Electrical Safety Certificate must be provided as proof that the installation was completed in compliance with the applicable regulations.
Outdoor Installations
This policy applies to all exterior sign installations. Only products that are specifically manufactured and certified with an IP67 waterproof rating are suitable for outdoor installation. All connecting cables, conduits, and junction boxes must be properly sealed to prevent water ingress and must be installed in accordance with the requirements of AS/NZS 3000.
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. Where a replacement sign is approved under warranty, the replacement sign is supplied at no charge, however the customer is responsible for all shipping and delivery costs.
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 replacement?
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 replacement claims?
Customers are responsible for the shipping and delivery costs of replacement signs supplied under warranty. Neon Brothers provides the replacement sign at no charge during the applicable warranty period.
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 replacement 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.
Contact Support
Enquiries are handled directly by the Neon Brothers team. Standard response times are stated below.
