Refund and Returns Policy

REFUND AND RETURNS POLICY

Non-Refundable Services: Fees for on-site attendance, call-outs, and technical services (including Test & Tagging, RCD testing, and Fire Maintenance) are non-refundable once the technician has arrived on-site and commenced the work.
Testing Results: The service fee covers the act of testing and the provision of a professional report. No refunds are provided if equipment fails an inspection, as the service has been fully rendered.
Cancellations: A minimum of 24 hours’ notice is required to reschedule or cancel an on-site visit. Cancellations made with less than 24 hours’ notice may incur a cancellation fee.

We provide a 14-day return window for hardware purchased via neonsafety.com.au, subject to the following:

Timeframe: Notification must be provided within 14 days of receipt.
Condition: Items must be unused, in their original packaging, and in a resalable condition.
Restocking Fee: A 15% restocking fee applies to all change-of-mind returns to cover administration and logistics.
Shipping: The customer is responsible for return shipping costs to our Perth facility.

For safety, health, and compliance reasons, we cannot accept returns for:

Tagged Equipment: Any item that has been commissioned, tagged, or programmed with site-specific compliance data.
Installed Gear: Products that have been mounted or installed at your premises.
First Aid Kits: Kits with broken security seals, in accordance with TGA health and hygiene regulations.

Under Australian Consumer Law, if a product arrives damaged or is found to have a manufacturing defect:

Contact us immediately at 0424 093 035.
We will arrange a replacement or a full refund at no cost to you.
Neon Safety technicians may require an inspection of the equipment to confirm the fault before a refund is processed.

Neon Safety reserves the right to cancel any order and issue a full refund if: