RETURN POLICY
Susu Neon only offers returns on defective products. All products we sell are custom-made, handmade, and sold as individual pieces. Unique to each client. We will work with you to resolve any issues you have with the products we sell – solutions may include repairing the item, replacing the item, or providing a partial or full refund. If you encounter any issues, please contact our support team: askme@susuneon.com.
Warranty
All items sold by Susu Neon come with a 24-month warranty covering all electrical components and only when used under appropriate conditions. Improper use of Susu neon signs will void the warranty (such as using indoor signs outdoors).
Warranty coverage for installed signs
Susu Neon cannot and will not be responsible for signs requiring installation. We are not responsible for the costs associated with installation or installation maintenance. If the sign itself is faulty, or there is an electrical problem, and the sign needs to be returned within the warranty period, all costs of removing and reinstalling the sign will be your responsibility.
Damaged in transition
Once you receive your neon sign, be sure to inspect it immediately and verify that it is functioning, correct, and not damaged. However, if your signage is malfunctioning, please contact our support team at: askme@susuoneon.com and outline the following information:
– order number
– Your name, address, and contact phone number
– Time and date the order was received
– Exact details about flag issues
– A set of clear photos/videos of damaged boxes, damaged product
Once our experienced customer service team receives your email, we will work with our technicians to diagnose the issue and get back to you. Typically our support team responds within a few hours, but it may take up to 2-3 business days to respond to issues of this nature. The resolution of such malfunctions is at the sole discretion of Susu Neon.
Missing or missing neon signs
Lost your neon signs
We use Express Mail via FedEx, UPS, DHL, and similar reputable services. All parcels we send out are tracked and signed for on delivery – this ensures safe delivery of all parcels. Although very rare, packages occasionally get lost in transit. If this happens, we will work with you to find the package. However, if you choose not to sign for delivery and the package has been delivered by the postal service, then in this specific case we are not responsible for the loss of the package.
Return policy
The first thing to do is contact our support team: askme@susuneon.com.
Once an order is placed with us, your custom handmade neon sign will be put into production immediately (so that the sign can be shipped to the customer as quickly as possible). Once an order is placed in production it cannot be canceled – every sign is a custom order and made specifically for that customer.
Please report any issues you encounter to them with as much detail as possible (image and video help). Our team is experts at helping diagnose issues, 90% of the time it is user error and not a defective product, so please contact our team first.
However, if our support team recommends that you return a product, they will provide you with a specific return address (please note that this is different from our head office address).
Items that must be returned:
In all original packaging, use any necessary tape and padding to secure and protect from harm
If an exchange has been agreed – the exchange will be sent to you within 7 days of receipt of the product.
Return within 14 days of receipt
If a refund or partial refund has been agreed – our bank will take action within 7 days of receipt of the defective goods at our warehouse
Unfortunately, we cannot accept returns on sale items or gift cards.
If you have any questions, or issues or require more information, please contact our support team: askme@susuneon.com.