Pouboo only offers returns and refunds for defective products. We will make every effort to resolve the issue and may offer a repair, replacement, refund, or partial refund. The final resolution for defective products (including a refund of the product cost and/or shipping costs) will be determined on a case-by-case basis based on the source of the defect and at Pouboo’s sole discretion.

Pouboo Warranty

Both Pouboo’s indoor and outdoor products come with a 3-year warranty covering electrical components under proper use. Please note that indoor signs are not suitable for outdoor use or in any location subject to moisture. Improper use will void the warranty. Resolution for sign failure depends on the source of the defect and will be mutually agreed upon between Pouboo and the purchaser.

Warranty Coverage for Hardwired and Installed Signs

 If your sign exhibits a suspected defect, we will require photos and videos for diagnosis and may require you to return the sign for replacement or repair. If you choose to install the sign yourself and/or perform hardwiring, Pouboo is not responsible for any costs incurred during the removal and/or reinstallation of the sign. If your sign was hardwired by an electrician, we have the sole discretion to determine whether the defect is covered by our 3-year warranty.

Pouboo Return Procedure

Please contact us at pouboo@outlook.com to let us know the product you wish to return and the reason for your return, along with a short video and photos of your sign. Please note that we require both video and photos for diagnosis and quality control. If you are unable to provide both, our ability to resolve the issue may be limited. Once we have received all necessary information, we will contact you to work together to resolve the issue. If a return is approved, please ensure that the defective product is returned in its original condition along with all original packaging. If a return is approved, the defective product must be returned to Pouboo for inspection within 14 days of receipt. If a replacement is approved, Pouboo will make every effort to produce and ship the replacement to you as quickly as possible. If a full or partial refund is approved, Pouboo will notify you of the estimated refund date.

Damage in Transit

We recommend that you inspect your Pouboo package upon receipt. In the unlikely event that your sign is damaged in transit, Pouboo will ensure a solution is available. You must report damage to your Pouboo sign within 14 days of receiving it to be eligible for a replacement. Damage or defects reported after this time period will be subject to our normal return and refund policy and will not be covered by the warranty. Note: The delivery date refers to the courier delivery date, which you can find by following the instructions in the tracking email.

If you believe your item was damaged in transit and you are within the 14-day claim period, please email your LED neon sign designer or pouboo@outlook.com and include the following information: clear photos of the damaged sign, clear photos of any damage to the box and outer carton, and a clear photo of the shipping label on the box.

Lost, Missing, and Stolen Signs

Pouboo takes every precaution necessary to ensure the safe delivery of our signs to our customers. We use a premium courier service and require a signature upon delivery. Once the shipping process has begun, customers can cancel the signature requirement directly with the shipping service. Please note that if you choose to cancel the signature requirement, Pouboo is not responsible for lost, missing, or stolen packages marked “delivered” by the shipping service. If the return is caused by the consumer, the return shipping fee will be borne by the consumer, and the specific cost will be determined by the courier you choose.

If the goods you receive are damaged or incorrect due to our fault, the consumer will not be responsible for the shipping fee.

Outdoor Use of Neon Signs

Please note that our neon signs are made of flexible silicone LED light strip, an environmentally friendly material. While we offer an IP67 waterproof rating, we do not recommend exposing the neon signs to direct sunlight. Prolonged exposure to sunlight may cause the neon signs to expand and contract due to heat and cold, leading to hardening and cracking. Therefore, we strongly recommend installing neon signs for outdoor use in a cool or covered area. Failure to adhere to this guideline will void the warranty, and we will not provide repairs or replacements in such cases.

In addition, the free remote control included with your purchase is not covered by our warranty. This policy applies to any free remote control shipped free of charge.