Refund policy

🔁 Return & Refund Policy

Infinity Lighting Pty Ltd is an Australian-owned business committed to providing high-quality custom LED neon lighting. Our policies comply with Australian Consumer Law (ACL) and ensure transparency in returns, refunds, and warranties. Due to the custom nature of our products, we do not offer returns or exchanges for change of mind. This does not affect your statutory rights under ACL.

1. Return Eligibility

  • Eligibility: Faulty, damaged, or incorrect items only – no returns for change of mind due to the custom nature of our products.
  • You must notify us within 24 hours of receiving your order to make a claim
  • Proof Required: Provide your order number, proof of purchase, photos/videos of the issue, and a description.
  • Contact: Email infinityylighting@gmail.com to start a claim. We respond within 3 business days.

⚠️ Returns without prior approval will not be accepted.

2. Custom Products

  • All LED neon signs are made-to-order. As such, they are non-returnable unless defective, consistent with ACL guidelines for custom goods.

3. Shipping and Delivery

  • Once shipped, orders are handled by third-party couriers (e.g., Australia Post, DHL, FedEx, Global Express, etc.) We aim for timely delivery but cannot guarantee specific arrival dates.
  • Delays or issues in transit are not covered under our refund policy. For transit delays or delivery issues, please contact the courier directly.

4. Warranty Coverage

  • All products come with a 12-month warranty from the purchase date, covering defects in materials or workmanship under normal use.
  • Exclusions: Does not cover misuse, modifications, improper installation, or accidental damage.
  • Accessories (e.g., remotes, adapters) have a 3-month warranty.

5. Faulty, Damaged, or Incorrect Items

  • Damaged on Arrival: Inspect upon delivery and report any damage within 24 hours with supporting photos/videos – do not install if damaged.
  • Faulty Items: We replace or repair free of charge within warranty.
  • Incorrect Items: Notify within 24 hours; we correct at no cost.
  • Contact: Email evidence to infinityylighting@gmail.com. We investigate within 3 business days and provide instructions.

6. Return Shipping Costs

  • Our Error (faulty/damaged/incorrect): We cover return shipping and provide a prepaid label. No restocking fees.
  • Warranty Claims: Customer pays shipping to us; we cover return shipping if the claim is approved.
  • Packaging: Please use original packaging to avoid additional damage (failure may void the claim).

7. Refund Process

  • Inspection: Once returned, items are inspected (typically 5-7 business days), you will be notified.
  • Timeline: Refunds issued to original payment method within 14-21 business days of approval. Processing times may vary depending on your bank or card provider.
  • Amount: Full refund for major failures (per ACL); partial or repair/replacement for minor issues.
  • EU Customers: 14-day cooling-off period applies to unused items as per EU law. We cover return shipping if defective.

8. Exclusions and Limitations

  • No coverage for: Change of mind, installed/modified items, sale/discounted products, or third-party damages.
  • We are not liable for incidental damages, except as required by ACL.

9. Your Rights Under Australian Consumer Law

  • This policy does not limit your statutory rights.
    • For major failures, you’re entitled to a refund or replacement.
    • For minor failures, you’re entitled to a repair or replacement.
  • Contact us for further details.

💬 Need Help? Talk to Us

We’re here to help! If you have any concerns, questions, or just need help, reach out to our friendly team at infinityylighting@gmail.com or via our contact page.