Refund policy

At Neon Noel, we want you to be happy with your purchase. We take pride in offering quality Christmas lights, decorative lighting and festive products.

If something isn't quite right with your order, we're here to help.

Our Returns & Refunds Policy is designed to provide a fair and straightforward process while complying with the Australian Consumer Law (ACL).

30-Day Change-of-Mind Returns

We offer a 30-day change-of-mind return policy, meaning you have 30 days from the date you receive your order to request a return.

To be eligible for a change-of-mind return:

Items must be unused, unworn and in their original condition.
Items must be returned in their original packaging, with all tags, accessories and components included.
Lighting products must not have been installed or used.
Proof of purchase must be provided.
A return request must be submitted within 30 days of receiving your order.

Neon Noel reserves the right to decline change-of-mind returns that do not meet these conditions.

These conditions apply only to change-of-mind returns and do not affect your rights under the Australian Consumer Law.

How to Request a Return

To request a return, please contact us at sales@neonnoel.com.au.

Please include:

Your full name
Your order number
The item you wish to return
The reason for your return

Once your request has been reviewed, we will provide instructions on how and where to return your item.

Our return address will be supplied when required.

Please contact us before sending back any change-of-mind returns. Unauthorised change-of-mind returns may not be accepted.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at sales@neonnoel.com.au so we can investigate and assist you.

Where possible, please provide your order number, a description of the issue and photographs of the affected item.

All products sold by Neon Noel are covered by the consumer guarantees provided under the Australian Consumer Law.

Depending on the nature of the problem, you may be entitled to a repair, replacement, refund or other remedy.

Major failures

If a product has a major failure under the Australian Consumer Law, you are entitled to choose between a refund or replacement in accordance with your statutory rights.

A major failure may include a product that:

Is unsafe.
Is significantly different from its description.
Has a serious defect that would have prevented a reasonable consumer from purchasing it had they known about the issue.
Cannot be used for its intended purpose and cannot easily be repaired within a reasonable time.

Minor failures

For a minor failure, Neon Noel may choose to repair, replace or refund the product in accordance with the Australian Consumer Law.

If the issue cannot be resolved within a reasonable time, you may be entitled to additional remedies, including a refund or replacement.

The 30-day change-of-mind return period does not limit your rights to seek a remedy for a faulty product under the Australian Consumer Law.

Non-Returnable Items

For change-of-mind purchases, we do not accept returns for:

Sale, clearance or discounted items.
Gift cards.
Products that have been used, installed or damaged after delivery.
Products missing original packaging, components or accessories.

These exclusions apply only to change-of-mind returns.

Sale and discounted items remain fully covered by Australian Consumer Law consumer guarantees. Nothing in this policy excludes your statutory rights to a remedy for faulty, unsafe or incorrectly described products.

Return Shipping Costs

Change-of-mind returns

Customers are responsible for return shipping costs on approved change-of-mind returns, unless otherwise agreed by Neon Noel.

Original delivery charges are not refundable for change-of-mind returns.

We recommend using a tracked shipping service, as customers are responsible for ensuring change-of-mind returns reach us safely.

Faulty, damaged or incorrect products

Where a product is confirmed to have a fault covered by the Australian Consumer Law, Neon Noel will reimburse reasonable return shipping costs where required by law.

For products that are large, heavy or difficult to return, Neon Noel will arrange collection or cover reasonable return transport costs where required under the Australian Consumer Law.

Please contact us before arranging return shipping so we can discuss the most suitable return method.

Exchanges

If you would like to exchange an item because you have changed your mind, please contact us to discuss your options.

For eligible change-of-mind returns, the simplest option is generally to return your original item and place a separate order for the replacement product.

All exchanges are subject to product availability and the conditions of our change-of-mind return policy.

This does not affect your right to a replacement where required under the Australian Consumer Law.

Refunds

Once we receive your approved change-of-mind return, we will inspect the item to confirm it meets our return conditions.

We will then notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method unless another arrangement is agreed upon.

We aim to process approved refunds within 10 business days. Please allow additional time for your bank or payment provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at sales@neonnoel.com.au.

For refunds required under the Australian Consumer Law, we will process them within a reasonable time and in accordance with your statutory rights.

Product Use and Care

To ensure the safe and intended operation of our lighting and decorative products, customers should follow all supplied product instructions, installation requirements and safety recommendations.

Neon Noel is not generally required to provide a remedy under the consumer guarantees where a problem has been caused by misuse, accidental damage or incorrect installation by the customer, rather than a failure of the product to meet a consumer guarantee.

This does not exclude or limit any rights or remedies available under the Australian Consumer Law.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These statutory rights apply in addition to Neon Noel's voluntary 30-day change-of-mind return policy and cannot be excluded, restricted or modified by our store policies.