Return and Replacement Policy

  • Our goal is to make our customers happy. Our team is here to help if you have any questions, simply send us a message from our Contact Page or give us a call at 844-370-NEON (6366).
  • In the event that there is a mistake on our part, we will do what it takes to get you what you ordered.
  • We will process your return within 1-2 business days of receiving the items being returned.

 

Start A Return

 


 

We thank you for your business and want you to be happy with your purchase.  However if you need to make a return, we are here to help!  These are Neon Production Supply LLC's ("we", "our" or "NPS") Standard Return Policies and apply only to products purchased directly by you ("Customer") from NPS.

 

     


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       Standard Return Policy

      NPS has return policies that apply to specific product types.  Below is our standard return policy.  Please be sure to consult the appropriate section of this policy for the terms pertaining to your product as it is considered an addendum to the terms in our standard policy.  If there is no special policy for your product type, it is covered under our Standard Policy.

      We are happy to assist you in a return for a refund on many of our products.  All product returns require an Return Authorization (RA).  The easiest way to obtain an RA is to visit our Return Page within 30 days of originally receiving your purchased items.  You may also send us a message from ourContact Page or by phone at 844-370-NEON (6366).

       

      Item Condition
      • Unopened items returned are expected to be in brand new "A-Stock" condition.  This means unopened, in the original packaging and sellable as brand new
      • Opened items returned are expected to be opened, but in their original packaging including any contents such as, but not limited to: product literature, product wrapping, etc.
      • Items returned incomplete and/or not in original condition may be subject to additional fees or returned to the customer as non-refundable at the customer’s shipping expense
      Restocking Fees
      • Unopened, unused items are not subject to restocking fees
      • Opened, unused items are subject to a 15% restocking fee
      Shipping
      • Freight is non-refundable
      • Customer is always responsible for safe return of goods and providing proper return shipping insurance
      • Orders that were extended a shipping or other promotional discount will proportionally have those discounts deducted from their refund
      • Orders over $100 will require a signature on delivery
      • Incorrect address information and/or refused shipments are subject to return freight charges
      • Once the package is marked as "Delivered" by USPS, FedEx, UPS, or any other shipper, it will be considered the property of the Buyer.
      • If a package goes missing or is damaged after delivery (when it is considered the property of the buyer), any claims will be the responsibility of the buyer.
        Refunds
        • Goods received within 30 days of the original invoice date will receive a refund minus all applicable fees of the original purchase price
        • All authorized refunds will be refunded via the method of payment originally billed.  Please note that NPS will process all refunds within 2 business days upon receiving the items being returned
        • Once the return is approved, customer will receive a notification that a refund has been issued.  Please allow 3-5 business days for the credit to show back on your account

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        Shipping Guidelines Policy

        When shipping items back for a return, NPS kindly asks that all items shipped back follow these guidelines:

        • Contain all of the original packaging, contents and components accompanying the product
        • Have the RA number clearly marked on the outside of the returned packaging
        • Include the original purchase receipt inside the returned packaging

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          Electronic Parts

          Generally speaking, due to the nature of electronics we cannot accept returns on electronic circuit boards, parts or any electrical components such as but not limited to IC's, transistors and capacitors.  While we do guarantee they work when they leave our store, we cannot guarantee against possible damage during installation by customer.  Any signs of attempted installation or alteration will also void return eligibility.

          • Return for Replacement - Case-by-case basis.  If you purchased the wrong part, we will try our best to help you find the correct part.  Please send us a message from ourContact Page for more information before submitting for an RA
          • Return for Refund - Case-by-case basis.  Please send us a message from ourContact Page before submitting for an RA
          • Restocking Fee - Yes, 15% when returning for a refund

          Expendables

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          We cannot accept returns of opened expendable products.

          • Return for Exchange - No
          • Return for Refund - No
          • Restocking Fee - No

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          Speaker Parts

          Recone, Refoam Kits and High Frequency Diaphragms
          • Return for Exchange - Yes if installation has not been attempted
          • Return for Refund - Yes if installation has not been attempted
          • Restocking Fee - Yes, 15% when returning for a refund
           Adhesive
          • Return for Exchange - No
          • Return for Refund - No
           Custom Cut Tinsel Lead, Shims
          • Return for Exchange - No
          • Return for Refund - No

          Speaker parts must be shipped back in the complete original packaging and orientation that they were shipped.


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          Microphones with Capsules

          Unfortunately, we cannot accept returns on microphones with capsules for sanitary reasons.

          • Return for Exchange - No
          • Return for Refund - No
          • Restocking Fee - No

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          Custom Products

          Custom Cut to Length Products
          • Return for Exchange - Case-by-case basis.  Please send us a message from ourContact Page to see what we can do for you.
          • Return for Refund - No
          • Restocking Fee - Case-by-case basis
          Custom Fabricated Products
          • Return for Exchange - No
          • Return for Refund - No

          For custom fabricated products, we will generally send detailed drawings to be signed off to make absolutely sure you are getting what you ordered.  In the event that there is a mistake on our part, we will do what it takes to get you what you ordered.


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          Special Order Products

          • Return for Exchange - Case-by-case basis.  Please send us a message from ourContact Page to see what we can do for you.
          • Return for Refund - No
          • Restocking Fee - 15% - 25% on a Case-by-case basis

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          Used Equipment

          • Return for Exchange - No
          • Return for Refund - No, unless product arrives in a different condition than described in listing