Exchange / Return Policy
Exchange / Return Policy
We offer a refund to customer if they have contacted our company within 14 days of receiving the products and return the goods back in 14 days after the customers have told us that they want to cancel.
All of our neon sign product are make-to-order item which cannot be refunded unless there is problem with the product, please refer to Faulty Products section for more information.
Customer can contact us by e-mail ( support@ead-street.com）and we would refund the customer within 14 days of receiving the products back.
6 Months Warranty (Neon Products):
Neon signs purchased through EAD ST. are warranted against defects for 6 months from the date of delivery. This does not include breakage, broken tubing or broken wiring that occurs after 14 days. The warranty only applies to defects that have not been caused by misuse, poor handling, improper installation, neglect, alteration that are not made by us or accidents (dropped signed for example) not caused by us. Any alterations not made by us or usage of any parts (transformers, tubing, etc.) not supplied by us voids the warranty.
We may require the return of the neon sign in order to examine the damage and to determine if the material is in fact defective under the terms of this warranty. This warranty is limited to repair or replacement of the neon sign or in some cases a refund for the amount of the purchase.
Shipping the returned sign to EAD ST. shall be the buyer's responsibility and we will not refund the shipping charges.
For Faulty Products
If there is any problem with the product. In the unlikely event that a defect / faulty / different / not as described product, is being delivered.
OR
If you wish to return or exchange the item because the item is faulty or damaged due to the accident, please contact us by e-mail ( support@ead-street.com ) / message box within 14 days of receiving the products and return the goods back.
Customers have same rights to refund when they buy items in sale if an item is faulty or damaged. However, please note that we may not accept refund / exchange request(s) after 14 days.
Easy Exchanges:
Love it but need a different size, color, or pattern? We're happy to exchange as long as that item's still in stock, but not applied to made-to-order items.
Non-returnable items
* In the following cases, refunds and exchanges will not be accepted even for defective products.
・ Products that have been delivered to you for more than 14 days
・ Items that have been damaged, hemmed, repaired, etc. by the customer
・ Products lost some of the set contents such as accessories
* Products that cannot be returned or exchanged due to customer convenience
・Personalized items and custom-made items if they are not faulty.
We may not be able to respond to customers who do not provide photos or explain problems. If you do not contact us by e-mail, we may not be able responding to your request.
In addition, even if you return the product to us but without contacting us, we may not be able to refund it.
Return / exchange procedures
Please refer to the following for the return / exchange procedure.
(1) Please contact us by email ( support@ead-street.com ) or the message box on My Page.
(2) Please write your order information, the reason why you would like to return or exchange it, and the problem in the email. (Detailed as much as possible)
* If you can provide your order number, sub-order number for returned or exchanged items, product number, telephone number, etc. We can respond more quickly.
(3) In case of defective products, please provide the whole picture of the returned product and the image (evidence photo) of the defective part as an attached file.