Returns & Refunds Policy

Faulty Products

Peiex accepts returns and refunds for defective products only. Peiex will make reasonable efforts to resolve the issue and may repair, replace, refund, or issue a partial refund for the product. The final resolution for faulty items — including refunds for the product cost and/or shipping charges — will be determined on a case‑by‑case basis depending on the cause of the defect and is at the sole discretion of Peiex.

Peiex Warranty

All indoor and outdoor products from Peiex come with a two‑year warranty covering electrical components when used under proper conditions. Please note that indoor signs are not designed for outdoor use or exposure to moisture. Any inappropriate use will void the warranty. The resolution for defective signs will depend on the source of the fault and will be agreed upon between Peiex and the purchaser.

Warranty Coverage for Hardwired & Installed Signs

Peiex assumes no responsibility for any costs associated with the installation or removal of your sign. If, in the unlikely event that your sign is suspected to be faulty, we will request photos and videos for diagnostic purposes and may ask you to return the sign to us for replacement or repair. If you have chosen to have your sign installed or hardwired, Peiex is not liable for any expenses incurred for uninstalling or reinstalling the sign. In cases where an electrician has hardwired the sign, Peiex retains sole discretion to determine whether the fault is covered under the two‑year warranty.

Returns Procedure

Please contact us at services@peiex.com (example email) to inform us which products you wish to return and why, attaching a short video of your sign along with photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you are unable to provide both a video and photo(s) showing the problem, our ability to resolve your issue may be limited. Once we have received all necessary information, we will contact you to attempt to resolve the issue.

If a return has been approved, you must send back the faulty product in its original condition with all original packaging.
Once a return is approved, the defective item must be returned to Peiex for inspection within 14 days of the date you received the product.
If a replacement is agreed upon, Peiex will endeavor to produce and ship the replacement product to you as soon as possible.
If a full or partial refund is approved, Peiex will notify you of the expected timing for the refund.

Damage in Transit

We recommend that you open your Peiex parcel upon delivery. In the unlikely event that your sign has been damaged during shipping, Peiex will ensure a resolution is provided.

Damage must be reported within 7 days of delivery of your Peiex sign to be eligible for a replacement. Damage or faults reported after this period will be handled under our general returns and refunds policy and will not be covered by warranty. Note: the delivery date is the courier’s delivery date, which can be found by following the instructions in your tracking email.

If you believe your item has been damaged in transit and you are within the 7‑day claim period, please send an email to your LED Neon Designer or to services@peiex.com with all of the following:

• A clear photo of the damage to the sign,
• A clear photo of the box and any damage to the outer box,
• A clear photo of the shipping label on the box.

Lost, Missing & Stolen Signs

Peiex takes all necessary precautions when shipping orders. However, Peiex is not responsible for lost, missing, or stolen signs after delivery has been confirmed by the carrier. Please ensure that your delivery address is secure and that you track your shipment accordingly. If a sign is marked as delivered but you have not received it, you should contact the carrier directly. Peiex will assist where possible but is not obligated to provide a refund or replacement for confirmed delivered orders.