Return & Refund Policy
At KTM DECOR, we take immense pride in crafting premium LED neon signs, 3D acrylic light boards, address nameplates, and architectural signage at our Balkot workshop in Bhaktapur, Nepal. Our policies strictly adhere to international custom signcrafting standards.
Custom LED neon signs, 3D logo signboards, and personalized nameplates are non-refundable once production/laser cutting has commenced.
Orders can be cancelled for a full refund within 24 hours of placement if physical fabrication has not started.
Report courier transit damage within 48 hours with photos/videos for 100% free component or sign replacement.
All power supply adapters, LED neon flex strips, and dimmers are covered by a 1-Year repair/replacement warranty.
1. Custom & Bespoke Products (Strict Rule)
Due to the custom nature of our signcrafting operations, all products manufactured to client specifications (including custom text neon signs, company logo 3D signboards, custom dimension acrylic displays, and engraved nameplates) are strictly non-refundable and non-returnable once design proof approval has been granted and production has commenced.
2. Order Cancellations & Modifications
- Pre-Production Cancellations: You may cancel your order for a full 100% refund within 24 hours of order placement, provided vector design work or laser cutting has not begun.
- Design Phase Cancellations: If you cancel after custom 3D digital mockups have been generated but before physical production starts, a 10% design fee will be deducted from your refund.
- Post-Production Release: Once materials are laser-cut or assembled at our Balkot factory, no cancellations or modifications can be accepted.
3. Transit Damage Guarantee (48-Hour Claim Window)
LED neon signs and acrylic signboards are delicate electrical items shipped across Kathmandu Valley and nationwide Nepal. We package every order using reinforced protective padding and rigid shipping crates.
In the rare event that your sign arrives damaged due to courier handling, KTM DECOR will replace or repair the damaged item at 100% zero additional cost to you, under the following strict conditions:
Required Transit Claim Steps:
- Inspect your package immediately upon delivery.
- Submit a claim within 48 hours of delivery via email (ktmdecor2024@gmail.com) or WhatsApp (+977 9706247439).
- Provide clear photos/videos of:
- The unboxing process & original outer shipping box condition.
- The courier shipping label.
- The specific damage on the acrylic backing, neon tube, or electrical connector.
*Note: Claims submitted after 48 hours of courier delivery cannot be honored under courier damage liability rules.
4. 12-Month Electrical Warranty
All KTM DECOR indoor & outdoor LED neon signs and illuminated signboards carry a 12-Month (1 Year) Limited Manufacturer Warranty covering electrical components starting from the date of purchase.
What is Covered (100% Free Repair/Replacement):
- • Faulty 12V power supply adapters / transformers
- • Defective inline dimmers and remote controllers
- • Internal LED neon flex light strip failure
- • Electrical wiring solder point defects
What is Excluded from Warranty:
- • Physical damage caused by drops, mis-handling, or improper DIY wall mounting
- • Water/rain exposure on signs designated as Indoor-Only
- • Electrical burnouts caused by high voltage power grid surges (use surge protectors)
- • Unauthorized third-party repair attempts
5. Standard (Non-Custom) Product Returns
For standard, ready-to-ship non-custom stock decor items purchased directly from our shop catalog:
- You may request a return within 7 calendar days of receiving your item.
- Items must be completely unused, undamaged, and returned in original factory packaging with all power cords, mounting screws, and dimmers included.
- The customer is responsible for return shipping fees to our Balkot workshop. A 10% restocking fee applies to all approved standard returns.
6. Refund Method & Processing Timelines
Once your returned non-custom item or cancelled pre-production order is inspected and approved:
- Refunds will be processed back to your original payment method (eSewa, Khalti, Bank Transfer, or Card).
- Please allow 5 to 7 business days for the funds to reflect in your digital wallet or bank account.
Need Assistance or Have Questions?
For return inquiries, warranty claims, or transit damage reports, contact our dedicated support team:
📍 Workshop: KTM DECOR Pvt Ltd, Balkot, Bhaktapur, Nepal
📧 Email: ktmdecor2024@gmail.com
📞 Phone / WhatsApp: +977 9706247439
🕒 Support Hours: Sunday – Friday, 9:00 AM – 6:00 PM NPT