Refund & Return Policy

1. Custom-Made Products (No Refunds for Change of Mind)

All neon signs sold by Olala Neon — including both website designs and custom designs — are made-to-order and manufactured only after an order is placed.

For this reason:

• We do not offer refunds, returns, or exchanges for change of mind.
• Orders cannot be canceled once production has started.
• Customized products are generally non-returnable unless they arrive defective, damaged, or incorrect due to our error.

This policy helps ensure efficient production and fair pricing for all customers.

2. Damaged, Defective, or Incorrect Items

If your sign arrives damaged, defective, or incorrect, please contact us so we can resolve the issue as quickly as possible. You must report any damage or defect within 7 calendar days of delivery.

To file a claim, please provide:

• Proof of purchase
• Your order number
• Photos and/or videos clearly showing the issue
• Description of the problem

Claims submitted without sufficient documentation may not be approved. Once we receive your claim, our support team will review the issue on a case-by-case basis and determine the appropriate solution.

3. Claim Process

To start a claim, contact our customer support team: Email: support@olalaneon.com

Please include your order number in the email subject line to help us process your request faster.

If your claim is approved, we will provide instructions and a timeline for the resolution, which may include:

• Replacement parts
• Product repair
• Full replacement of the sign

Items sent back without prior authorization will not be accepted.

4. Replacement Policy

If a replacement is approved:

• A new identical sign will be manufactured (same design, size, color, and backing).
• The replacement will be shipped to the same delivery address used for the original order, unless otherwise arranged.

Please note that replacement manufacturing requires production time, similar to your original order.

5. Warranty Coverage (12–24 Months)

Olala Neon provides a limited warranty of 12 to 24 months depending on the product type, starting from the date of delivery. The warranty covers manufacturing defects under normal indoor use.

To submit a warranty claim, customers must provide:

• Order number
• Description of the issue
• Photo or video evidence

After review, we may provide: Replacement components, Repair instructions, or Partial/full product replacement. All remedies are provided at Olala Neon’s discretion.

6. Warranty Exclusions

The warranty does not cover damage caused by:

• Improper installation, accidental damage, or product misuse.
• Electrical surges, product modification, or unauthorized repairs.
• Normal wear and tear or environmental damage (water exposure, outdoor use if not specified).
• Accessories such as remotes, dimmers, and power adapters may have shorter warranty periods.
• Decorative hardware (such as mounting screws) may not be covered.

7. Shipping Costs for Warranty Claims

Unless otherwise required by law: Customers are responsible for shipping costs related to warranty claims, including:

• Shipping the product to our repair or inspection facility (if required).
• Shipping replacement items back to the customer.

We may provide alternative solutions such as replacement parts when possible to reduce shipping costs.

8. Order Inspection

Customers are responsible for inspecting their order upon delivery. If an issue is not reported within the 7-day claim window, the order will be considered accepted and in satisfactory condition.

9. Contact Us

For refund policy questions, claims, or warranty requests, please contact:

Olala Neon Company
Email: support@olalaneon.com
Mailing Address: 188 SPEAR STREET FL 6 SAN FRANCISCO, CA 94105, USA
Phone: (415) 319-9979