Refund and Warranty Policy

1. Custom-Made Products and Change-of-Mind Returns

Most Oasis Neon Signs products are made to the customer’s selected wording, artwork, logo, dimensions, colours and installation requirements.

Because these signs are individually produced for a particular customer, we do not accept change-of-mind returns or exchanges after:

1. The design mock-up has been approved; and
2. The order has been paid.

Before approving a custom design, please check:

• Spelling and punctuation
• Sign measurements and dimensions
• LED colours
• Font and layout
• Acrylic backing shape and colour
• Logo and artwork details
• Indoor or outdoor specification
• Mounting and installation requirements

Approving the design confirms that these details are correct.

2. Faulty or Incorrect Products

If you receive a faulty or incorrect product, contact support@oasisneonsigns.com.au as soon as reasonably possible.

Please provide:

• Your order number or proof of purchase
• A clear description of the problem
• Photographs of the complete sign
• Close-up photographs of the affected area
• A video showing the fault, where relevant
• Photographs of the packaging if the damage may have occurred during delivery

Do not dispose of the sign, power supply, controller, mounting accessories or packaging until the claim has been assessed.

Oasis Neon Signs may request reasonable troubleshooting information before determining the cause of the problem and the appropriate remedy.

3. Products Damaged During Delivery

If your sign arrives broken or visibly damaged, please report the damage within 20 days of delivery. Prompt reporting helps us investigate the damage and lodge a claim with the courier.

Please provide photographs showing:

• All four sides of the shipping carton
• The courier label
• Damage to the external packaging
• Internal packaging and protective materials
• The damaged areas of the sign
• Any damaged power supplies, controllers or accessories

Please retain all packaging while the claim is being assessed.

Where transit damage is confirmed, Oasis Neon Signs will initiate a claim with the courier and arrange for the damaged sign to be remade and delivered.

The request to report transit damage within 20 days supports the courier-claim process. It does not remove or reduce any rights available under Australian Consumer Law.

4. Warranty Coverage

Oasis Neon Signs provides product-specific warranty coverage from the original date of purchase.

5. What the Product Warranty Covers

Subject to the applicable product specifications and order terms, the product warranty covers eligible manufacturing defects that affect the normal operation of the supplied product.

A warranty assessment may require:

• Proof of purchase or the original order number
• Photographs or video showing the reported problem
• Confirmation of the installation location
• Details of the electrical connection and power supply
• Photographs of the complete installation
• Information about the sign’s normal operating conditions
• Installer documentation where professional installation was required

Replacement products or components do not restart the original warranty period unless Oasis Neon Signs confirms otherwise in writing.

6. Installation and Product Use

LED Neon signs supplied for plug-in operation should only be used with the approved power supply, controller and electrical components supplied or recommended for the product.

Lightboxes, channel letters, hardwired illuminated signs and other permanently connected electrical signage may require installation by an appropriately licensed electrician.

Mounting should be completed by a suitably qualified installer where the size, weight, height or mounting surface requires professional installation.

The product warranty may not cover damage resulting from:

• Incorrect installation
• Connection to an unsuitable voltage or power source
• Use of an incompatible power supply
• Unauthorised hardwiring
• Alteration of the sign or electrical components
• Use of an indoor-rated product outdoors
• Failure to follow operating, installation or care instructions

These exclusions do not apply where doing so would unlawfully restrict a consumer guarantee.

7. Indoor and Outdoor Product Selection

Customers who are unsure whether they require an indoor or outdoor sign should inform our sales team about the proposed installation location before approving the order.

Photographs of the location may be requested so that our team can recommend an appropriate product specification, electrical configuration and level of weather protection.

Damage caused by installing an indoor-rated product in an outdoor or otherwise unsuitable environment may not be covered by the product warranty.

This condition does not limit any right or remedy that cannot lawfully be excluded under Australian Consumer Law.

8. Warranty Exclusions

Subject to Australian Consumer Law, the product warranty does not normally cover a problem caused by:

• Accidental or deliberate damage
• Misuse, neglect or inadequate maintenance
• Unauthorised repairs or alterations
• Incorrect mounting or installation
• Connection to an unsuitable power supply
• Electrical work completed by an unqualified person
• Use outside the product’s specified indoor or outdoor rating
• Exposure beyond the product’s environmental or IP rating
• Ordinary wear and tear
• Cosmetic deterioration caused by improper cleaning
• Damage occurring after the sign has been moved or reinstalled
• Third-party equipment not supplied or approved by Oasis Neon Signs
• Building faults, electrical surges or unstable power
• Failure to follow the supplied care and operating instructions

Installation, electrician, contractor, access-equipment, removal and reinstallation costs are not included unless Oasis Neon Signs confirms otherwise in writing or the cost is recoverable under applicable law.

9. Available Remedies

The appropriate remedy depends on the cause and seriousness of the problem.

For a minor problem, Oasis Neon Signs may choose to:

• Repair the product
• Replace the faulty component
• Replace the product
• Provide another remedy permitted by law

If a product has a major problem under Australian Consumer Law, the customer may be entitled to choose a refund or replacement.

A customer may also be entitled to compensation for a reasonably foreseeable loss caused by a failure to meet a consumer guarantee.

Any repair, replacement, refund or partial refund will be handled according to the circumstances of the claim and the remedies required by Australian Consumer Law.

10. Refund Processing

Where a refund is approved, Oasis Neon Signs will confirm:

• The approved refund amount
• Whether the complete product must be returned
• The return-delivery arrangements
• Any components or accessories that must be included
• The method used to process the refund

Refunds will be processed using the original payment method where reasonably available.

Shipping, return and redelivery costs resulting from a refused international delivery, unpaid customs duties or an incorrect address supplied by the customer are generally non-refundable, except where otherwise required by law.

11. Shipping and Courier Delays

Oasis Neon Signs uses courier services that may include DHL, FedEx and UPS.

Once an order has been dispatched, delivery time depends on:

• The delivery destination
• Courier network conditions
• Regional or remote-area access
• Public holidays
• Severe weather
• Customs processing
• Import inspections

Production and courier timeframes are estimates unless Oasis Neon Signs has expressly agreed to a guaranteed date in writing.

A courier delay does not automatically mean that a product is faulty. Contact our support team if tracking has stopped updating or the parcel is significantly overdue so that an investigation can be opened with the courier.

12. Handcrafted and Colour Variations

Custom LED Neon signs are individually fabricated. Minor differences in bends, joins, acrylic edges or component positioning can occur as part of the production process.

The appearance of an illuminated colour may also vary according to:

• Screen and device settings
• Photography
• Surrounding light
• Wall colour
• Brightness settings
• Nearby materials and finishes

Customers can request colour-reference photographs before placing an order.

Minor handcrafted or display-related variations are not necessarily product faults. This section does not apply where a finished product is significantly different from the approved design or description.

13. How to Make a Claim

To request assistance:

1. Email support@oasisneonsigns.com.au.
2. Include your order number and contact details.
3. Describe the fault, damage or incorrect product.
4. Attach clear photographs and video where relevant.
5. Keep the product, components, accessories and packaging.
6. Follow any reasonable troubleshooting instructions provided by the support team.
7. Do not return a product until return instructions have been supplied.

Please do not attempt to repair, rewire or modify a faulty product before contacting Oasis Neon Signs. Unauthorised alterations can make it difficult to determine the cause of the problem and may affect warranty coverage.

14. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

This product warranty is provided in addition to your rights under the Australian Consumer Law. It does not exclude, restrict or replace any consumer guarantee or remedy that cannot lawfully be excluded.