Warranty Policy

At Xcraft Neon, we stand behind the quality of our custom neon LED signs. Each sign is crafted with care and precision, and we offer a comprehensive warranty to ensure your satisfaction with our products.

Warranty Coverage

Standard 24-Month Warranty

Our custom neon LED signs are covered under warranty for 24 months from the date of purchase, covering:

• Electrical Components: LED lights for defects in materials and workmanship.
• Structural Integrity: Issues with the acrylic backing.
• LED Performance: LED light failure or significant brightness reduction within the warranty period.

3-Month Warranty for Accessories

Accessories such as the Remote, Dimmer, and Power Adapter are covered under warranty for a period of 3 months from the date of purchase. This warranty covers defects in materials and workmanship for these accessories only.

Note: The warranty does not apply to Standoff Screws or other hardware that may be provided for mounting purposes.

Please note: The following are not covered under the warranty:

• Damage due to misuse, improper installation, or modifications made to the sign.
• Normal wear and tear, including slight fading over time due to UV exposure.
• Accidental damage, such as drops or exposure to moisture if the sign was designed for indoor use only.

Warranty Procedure

In the event you need to file a warranty claim, follow these steps:

• Contact Us: Email our support team at support@xcraftneon.com with the subject "Warranty Claim" and include your order number, proof of purchase, and a detailed description of the issue.
• Photo/Video Evidence: Attach clear photos or videos showing the defect or problem with the sign.
• Evaluation Process: Our team will evaluate the issue and respond within 2 business days with next steps. Depending on the issue, we may request additional information or return of the sign.
• Repair or Replacement: If the defect is covered under warranty, we will offer: Repair - We will cover all repair costs, including shipping or Replacement - If a repair is not feasible, we will replace the sign free of charge.
• Shipping Instructions: If the sign needs to be returned, we will provide shipping labels and instructions. Please ensure the sign is securely packaged to avoid further damage during transit.

Limitations

This warranty is only valid for the original purchaser and is non-transferable. The warranty does not extend to signs that have been resold or used for rental purposes.
For any questions regarding this warranty policy, please contact us at support@xcraftneon.com.