Return Policy
Images of Violence by Mad Hat Ads Group stands behind our LED and neon-style signage. If something is wrong or you change your mind on an eligible item, follow the steps below.
Standard returns (change of mind)
For non-custom products, you may return an item within 30 calendar days from the date you received it, provided:
- The sign is unused, in resalable condition, with no installation marks or cable wear.
- All original packaging, accessories, and documentation are included where supplied.
- You provide proof of purchase (order number or receipt).
We reserve the right to refuse a return or apply a restocking fee if the product is not in the condition above.
Custom and personalised orders
Custom-made signs (made to your text, size, colours, or artwork) are generally not refundable for change of mind once production has started or the sign has been approved, because they cannot be resold as standard stock.
They are covered if they arrive faulty, damaged in transit, or not as materially described or agreed (including clear errors versus an approved proof). In those cases, contact us with photos and your order details; we will repair, replace, or refund as appropriate under this policy and the CGA.
Defective or damaged on arrival
Inspect your parcel promptly. If the item is dead on arrival, has electrical faults under normal use, or was damaged by shipping, email returns@imagesofviolence.com within a reasonable time, ideally within 7 days of delivery, with photos of the packaging and product. Keep all packaging until the claim is resolved.
How to start a return
- Email returns@imagesofviolence.com with your order number, reason for return, and photos if the item is faulty or damaged.
- Wait for our reply with a Return Authorisation (RA) and the correct return address (Auckland facility). Do not send items back without approval — unauthorised returns may be refused.
- Pack the sign securely in its original or equivalent protective packaging. You are responsible for loss or damage in return transit if the packaging is inadequate.
Refunds and exchanges
Once we receive and inspect an approved return, we will confirm by email. Refunds for eligible standard returns are processed to the original payment method where possible, usually within 5–10 business days after approval (timing can depend on your bank or card issuer).
Original shipping charges are generally non-refundable unless we sent the wrong item, the product is faulty, or we agree otherwise. Return shipping is your cost for change-of-mind returns unless we state otherwise in writing.
Exchanges (e.g. different size or design) may be offered subject to stock and any price difference; contact us to arrange before sending goods back.
Warranty and support
We support our products in line with product descriptions and any warranty period communicated at purchase. For technical help or warranty assessment after the return window, still contact us — we will apply the CGA and fair resolution where it applies.
Shipping timelines and tracking are described in our Shipping Policy. General terms of sale: Terms of Service.