If the production has not been made yet, you can cancel it without any reason. We offer a refund in full guarantee. Once the sign enter prodcution, anything cancellations unfortunately cannot be accepted. The order is officially confirmed for production in 12-24 hours. You must contact us to inform your decision. Please email us at support@subtechfactory.com

RETURN CONDITIONS

We accept returns for defective product only. Each sign is highly customized, tailored specifically for you. Given this particularity, we do not accept returns or exchanges based on a change of mind. But if there is any issue with your signs within the warranty period, we will solve it. We offer warranty on our products. Please contact our service team in case of technical problems.

WARRANTY COVERAGE

Our warranty policy is categorized based on different product types as follows:

● LED Neon Sign Indoor Use(signle color and RGB): Covered for 12 months from the date of purchase. This warranty is applicable to indoor use of LED Neon products under normal operating conditions.

● LED Neon Sign Outdoor Use(signle color and RGB): Covered for 3 months from the date of purchase. This warranty applies to outdoor installations using LED Neon products designed for external conditions, which is waterproof.

● Illuminated Signage (including back-lit, front-lit, light box and other signages): Covered for 12 months from the date of purchase. This warranty applies to installations where products are used according to specified guidelines.

Unless otherwise specified, all SubtechFactroy products are not waterproof.

WARRANTY REMEDIES

If your product is found to be defective and is covered under our warranty, we may offer one or more of the following solutions:

● Parts Replacement: First remove the cause of the fault. We will send spare parts for replacement free of charge. Restore the sign to its original working condition.

● Remake Product: Major failure or damage can be done to a new product.

● Refund Option: Items can be refunded if the sign is completely non-working due to a big damage or other major problems.

FAULTY, INCORRECT ITEMS OR DAMAGED ITEMS

We ensure that each item undergoes a quality check before it is meticulously packaged and dispatched to you. Please inspect the goods immediately upon delivery. If there are any issues such as defects, shortages in quantity, damage, or discrepancies with the description, please notify us in writing within 3 business days of receiving the goods. When you encounter this situation, please follow these steps:

● Faulty Items: Products deemed faulty will be replaced free of charge within the warranty term. Please contact us(support@subtechfactory.com) to troubleshoot the cause.

● Incorrect Items: Please take photos of package and items and send them to support@subtechfactory.com within 3 business days of receiving the product if you receive the incorrect/wrong item.

● Damaged Items: Do not install or use the product. Please take PHOTO & VIDEO evidences of package and items and send them to support@subtechfactory.com within 3 business days of receiving the product. Verify and investigate the cause of the damage.

Please provide:

• A valid proof of purchase, such as the order number or the order confirmation email
• Photos of the issue
• A short video (if applicable)
• A brief description

If you fail to comply with the above, it shall be presumed that the goods comply with the terms and conditions. Signs are free from any defects or damage.

If refund is approved, it will be back to your original payment account. And you will be notified via email with the details of the refund. Please notice it will take some time for your bank or credit card company to process and post the refund too.

NO WARRANTY FOR THE FOLLOWING CONDITIONS

● Improper installation may void the warranty. Please install and use the product in strict accordance with the instructions provided.

● Damage caused by negligence, misuse or lack of maintenance is not covered by the warranty.

● We are not responsible for any failure caused by a third party service electrician. Our signs can be plug-and-play. Any attempt to hardwire or modify the marking components will void your warranty.

SHIPPING AND DELIVERY

After your order is processed at our facility, it is shipped via third-party carriers such as DHL, FedEx, UPS, USPS or others. While we work hard to expedite the delivery process, we cannot guarantee a precise delivery date. Any delays that occur during transit due to the courier are outside our control, and we cannot be held liable for such delays. Our warranty and refund policies do not apply to delays caused by couriers; we will not issue refunds or accept returns solely due to courier-related delays.

All orders must be signed to confirm receipt when being delivered. If you have agreed with the Courier not to use this service and the package is marked as "delivered", SubtechFactory.com will not be responsible for lost or stolen packages.

CHROMATIC ABERRATION

Given that the signs are handcrafted, they may exhibit variations and slight color inconsistencies. Additionally, color differences can arise due to the calibration of computer screens and printers. Please understand that such variations and color inconsistencies are not defects in the Products and agrees to accept the possibility of their occurrence. Our warranty and refund policies do not apply to this. But we promise to minimize such a discrepancy.

DISCLAIMER AND LIMITATION OF LIABILITY

Our liability is restricted to the remedies explicitly outlined in this policy. We shall not be held accountable for any incidental or consequential damages arising from the use or misuse of our products.

For assistance, contact us at support@subtechfactory.com

We’re committed to assisting you and making sure each custom order lives up to your standards!  
Thank you for selecting SubtechFactory.com!