Refund, Return and Limited Warranty Policy

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

Most Oasis Neon Signs products are manufactured according to the customer’s selected wording, logo, artwork, dimensions, colors, backing and installation requirements.

Because these products are made for an individual customer, change-of-mind returns and exchanges are not accepted after:

1. The customer has approved the design proof or mock-up; and
2. The order has been paid.

Before approving a custom design, please carefully check:

• Spelling and punctuation
• Names, dates and numbers
• Overall dimensions
• LED colors
• Font and layout
• Acrylic backing shape and color
• Logo and artwork details
• Indoor or outdoor specification
• Mounting and installation requirements
• Power-supply and controller requirements

Approval of the design confirms that the displayed information and selected specifications are correct.

This final-sale provision does not apply where a product is faulty, materially different from the approved design, damaged during delivery or where U.S. Consumer Protection Laws provide the customer with a right or remedy.

2. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at support@oasisneonsigns.com.

We will review the production status and confirm whether the requested change or cancellation can still be accommodated. A request is not accepted until Oasis Neon Signs confirms it in writing.

Once a custom design has been approved, paid for and released for production, changes or cancellations may no longer be possible.

3. Faulty or Incorrect Products

If you receive a faulty or incorrect product, contact our support team as soon as reasonably possible.

Please provide:

• Your order number or other proof of purchase
• Your name and contact details
• A description of the problem
• A photograph of the complete sign
• Close-up photographs of the affected area
• A video demonstrating the fault, where applicable
• Photographs of the packaging if the problem may have occurred during delivery

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

We may request reasonable troubleshooting information to help identify whether the issue relates to the sign, controller, power supply, installation, electrical connection or another component.

4. Products Damaged During Delivery

Please report a broken or visibly damaged product within 20 days of delivery. Prompt notification helps us investigate the damage and submit a claim to the shipping carrier.

Please provide photographs showing:

• All four sides of the shipping carton
• The shipping label
• External damage to the package
• Internal packaging and protective materials
• The damaged section of the sign
• Any damaged power supplies, controllers or accessories

Please retain the complete product and all packaging while the claim is being assessed.

When delivery damage is confirmed, Oasis Neon Signs may initiate a claim with the carrier and arrange an appropriate remedy, which may include repair, component replacement, product replacement or a refund.

The 20-day reporting request supports the carrier-claim process. It does not limit any right or remedy provided under U.S. Consumer Protection Laws.

5. Oasis Neon Signs Limited Warranty

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

6. What the Limited Warranty Covers

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

A warranty assessment may require:

• The original order number or proof of purchase
• Photographs or video demonstrating the reported issue
• Confirmation of the installation location
• Photographs of the complete installation
• Details of the electrical connection
• Details of the power supply and controller
• Information about normal operating conditions
• Installer documentation where professional installation was required

A repair or replacement does not restart the original warranty period unless Oasis Neon Signs confirms otherwise in writing.

7. Installation and Electrical Requirements

Plug-in LED Neon signs should be operated with electrical components suitable for the product’s voltage, power requirements and intended environment.

Lightboxes, channel letters, hardwired illuminated signs and other permanently connected electrical signage may require installation by a licensed electrician under state or local requirements.

Professional installation may also be required when the sign’s size, weight, mounting height, installation surface or electrical configuration makes self-installation unsuitable.

The limited warranty may not cover damage caused by:

• Incorrect or unsafe installation
• Connection to an unsuitable voltage or power source
• Damage caused by an incompatible power supply
• Unauthorized modification or rewiring
• Use of an indoor-rated sign outdoors
• Failure to follow the supplied installation, operating or care instructions

Warranty coverage will not be denied solely because a third party performed installation or service. However, damage caused by improper installation, repair or modification may not be covered.

8. Choosing Between Indoor and Outdoor Signage

Customers who are uncertain whether their proposed installation requires an indoor or outdoor sign should inform the Oasis Neon Signs sales team before approving the order.

We recommend providing photographs of the installation location and explaining whether the sign will be:

• Installed completely indoors
• Mounted inside a window
• Installed beneath an awning or covered area
• Fully exposed to rain, dust or direct sunlight
• Located in a coastal or high-humidity environment
• Protected by the surrounding building

This information allows our team to recommend an appropriate product specification, electrical configuration and level of environmental protection.

Damage caused by installing an indoor-rated product in an outdoor or unsuitable location may not be covered.

9. Limited Warranty Exclusions

To the extent permitted by U.S. Consumer Protection Laws, this limited warranty does not cover a problem caused by:

• Accidental or deliberate damage
• Misuse, abuse or neglect
• Inadequate maintenance
• Incorrect mounting or installation
• Damage caused by unauthorized alterations or repairs
• Connection to an unsuitable electrical supply
• Electrical surges or unstable building power
• Use outside the product’s specified indoor or outdoor rating
• Exposure beyond the stated environmental or IP rating
• Ordinary wear and tear
• Improper cleaning or the use of unsuitable chemicals
• Damage occurring after the sign has been moved or reinstalled
• Damage caused by third-party equipment
• Failure to follow supplied care, installation or operating instructions

Installation, electrician, contractor, access-equipment, removal and reinstallation costs are not included unless Oasis Neon Signs confirms otherwise in writing or U.S. Consumer Protection Laws require otherwise.

Nothing in this section excludes or limits a right or remedy provided under U.S. Consumer Protection Laws.

10. Remedies for Eligible Claims

The appropriate remedy will depend on the cause, extent and seriousness of the problem.

After assessing an eligible claim, Oasis Neon Signs may:

• Provide troubleshooting assistance
• Repair the product
• Replace a faulty component
• Replace the product
• Approve a full or partial refund
• Provide another remedy required under U.S. Consumer Protection Laws

A refund or replacement may be offered when repair is not reasonably practical or when required under U.S. Consumer Protection Laws.

Customers must not return a product until Oasis Neon Signs has supplied written return instructions.

11. Refund Processing

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

• The approved refund amount
• Whether the product must be returned
• The return-shipping arrangements
• The components and accessories that must be included
• The refund payment method

Approved refunds will ordinarily be issued to the original payment method when reasonably available. Processing time after approval may depend on the customer’s bank, credit-card provider or payment platform.

Shipping, return and redelivery costs resulting from an incorrect address, refused delivery, unpaid customs charges or failure to accept delivery are generally non-refundable unless U.S. Consumer Protection Laws require otherwise.

12. Shipping, Tracking and Delivery Delays

Oasis Neon Signs may use shipping carriers including DHL, FedEx and UPS.

Once an order has been dispatched, delivery timing may be affected by:

• Delivery destination
• Carrier network conditions
• Regional or remote-area access
• Public holidays
• Severe weather
• Customs processing
• Import inspections
• Events outside the reasonable control of Oasis Neon Signs

Production and delivery dates are estimates unless Oasis Neon Signs expressly confirms a guaranteed deadline in writing.

A carrier delay does not automatically make a product faulty or qualify an order for a refund. Contact support@oasisneonsigns.com if tracking has stopped updating or a shipment is significantly overdue so that we can request an investigation.

13. Customs Duties and Refused Deliveries

Where customs duties, taxes or import fees apply, the customer is responsible for those charges unless the order confirmation states otherwise.

Customers are also responsible for return, redelivery or carrier charges resulting from refusal to accept a shipment because of unpaid duties or taxes.

These charges are generally non-refundable unless U.S. Consumer Protection Laws require otherwise.

14. Handcrafted and Color Variations

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

The appearance of an illuminated color may vary according to:

• Screen and device settings
• Photography
• Surrounding light
• Wall color
• Brightness settings
• Nearby surfaces and materials

Customers may request color-reference photographs before approving an order.

Minor handcrafted or display-related differences are not necessarily faults. This does not apply when the delivered product is materially different from the approved design, order specification or product description.

15. How to Make a Claim

To request assistance:

1. Email support@oasisneonsigns.com.
2. Include your order number and contact details.
3. Describe the fault, damage or incorrect item.
4. Attach clear photographs and video where relevant.
5. Keep the product, accessories and packaging.
6. Follow any reasonable troubleshooting instructions.
7. Wait for written return instructions before shipping anything back.

Do not attempt to repair, rewire or modify a faulty product before contacting us. Alterations may make it more difficult to determine the cause of the problem, and damage caused by an alteration may not be covered.

16. U.S. Consumer Protection Rights

This limited warranty gives you specific legal rights. You may also have other consumer rights that vary from state to state.

Nothing in this policy excludes, disclaims or limits an implied warranty, statutory right or consumer remedy protected by U.S. Consumer Protection Laws.

If any provision of this policy conflicts with U.S. Consumer Protection Laws, those laws will control.

17. Contact Oasis Neon Signs USA

Email: support@oasisneonsigns.com

Mailing address:
Oasis Neon Signs USA
1207 Delaware Ave #2207
Wilmington, DE 19806
United States

A free copy of the applicable written warranty terms may be requested by email or mail.