To ensure the effectiveness of this warranty policy, customers are responsible for: Proper Installation and Use: Products must be installed and used in accordance with the provided guidelines. Misuse or improper installation may void the warranty. Maintenance and Care: Perform reasonable maintenance to ensure product longevity. Damage caused by neglect, misuse, or lack of maintenance is not covered under warranty. Prompt Reporting of Issues: Report any defects or issues as soon as they are noticed. Delays in reporting may affect the remedies available under this warranty. Proof of Purchase: Retain a valid proof of purchase. For warranty claims, customers must provide either an order number or an email confirmation of the order.

If you believe your product has a defect covered by this warranty, please follow these steps: Contact Us: Reach out to our customer service team at info@moonlightneon.com. When submitting a warranty claim, please include a valid proof of purchase—specifically, an order number or an email confirmation of the order—and a detailed description of the issue. Return Instructions: Our team will provide guidance on the return process if an inspection is needed. Depending on the defect, return shipping costs may be covered by us. Packaging and Shipping: Ensure the product is securely packaged to prevent damage during transit. Use the original packaging if available. Failure to package the item properly may result in additional charges or affect the warranty claim. Evaluation: Upon receiving the returned product, we will assess the defect to determine eligibility under this warranty. Our team may reach out for further information if required.

Depending on the defect and warranty coverage, we may provide one or more of the following remedies: Repair: We may repair the defective part or component to restore the product’s original functionality. Replacement: If a repair is not feasible, we may replace the product with an identical or equivalent model. Refund: For major failures as defined under applicable U.S. consumer protection laws, a refund may be offered. Note: For minor defects, we reserve the right to determine the appropriate remedy in compliance with applicable laws.

Due to the highly custom nature of our products, we do not offer returns or exchanges for 'change of mind'. This strict no-returns policy applies to all of our custom-designed products, without limiting your rights and obligations under applicable U.S. consumer protection laws.

All Refund requests must be made within 28 days of ordering and refund payments will be made within 7 Business Days if deemed applicable.

If you receive a faulty or incorrect item, please follow these steps:

Faulty Items: Products deemed faulty will be replaced free of charge within the warranty term.

Incorrect Orders: Contact us at info@moonlightneon.com within 1 day (24 hours) if you receive an incorrect item. Each custom neon sign is documented with photos and videos prior to shipment, showing it fully operational. These records are kept for six months and are available upon request.

Damaged Items on Arrival: Do not install or use a damaged item. Take photos and videos of the damage within 1 day (24 hours) and email info@moonlightneon.com. Please allow two (2) to three (3) days for investigation.