Refund policy
At Flexible Neon, we strive to ensure our customers' satisfaction with their purchases. If you find that you need to return an item, please review the following policies:
Change of Mind Returns
We generally do not offer refunds for change-of-mind purchases. However, returns may be accepted at our discretion if discussed and approved by our team prior to returning the product.
Approved returns must be requested within 14 days of delivery and the product must:
- Be unused and in its original condition
- Be in its original packaging
- Include all original components and accessories
Please contact our team at sales@flexibleneon.com.au before sending any items back.
Custom & Cut-to-Length Products
Products that have been custom cut, customised or made to order are not eligible for return or refund due to change of mind, as these products are prepared specifically for your order.
This includes custom-cut lengths of Flex Neon, Dotless strips and other products that have been cut or modified to your requested specifications.
Refunds
Once an approved return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be processed to your original payment method within 10-14 business days.
Please note:
Return shipping costs are the responsibility of the customer and are non-refundable. Original shipping costs are non-refundable.
Any non-refundable platform, transaction or payment processing fees associated with the original order may be deducted from the refund amount.
If an item is returned damaged, used, incomplete or without its original packaging, the refund may be reduced or refused.
Faulty or Damaged Products
If your product arrives damaged or develops a fault, please contact us as soon as possible at sales@flexibleneon.com.au with your order number and details of the issue.
Where the issue is confirmed to be a product fault or manufacturing defect, we will assess the appropriate remedy in accordance with applicable Australian Consumer Law.
Exchanges
We may offer exchanges for faulty or damaged products, subject to assessment.
Change-of-mind exchanges may be considered at our discretion, provided the product meets our return requirements and is approved by our team before being returned.
How to Return an Item
If your return has been approved, please send the product to:
Flexible Neon
7/15 Holt St
Pinkenba, QLD 4008
Australia
We recommend using a trackable shipping service and retaining your tracking information. Flexible Neon is not responsible for returned items that are lost or damaged during transit.
Late or Missing Refunds
If you have been notified that your refund has been processed but have not received it, please:
- Check your bank account.
- Contact your credit card or payment provider.
- Contact your bank.
If you still have not received your refund, contact us at sales@flexibleneon.com.au.
Thank you for shopping with Flexible Neon!