Service & support

Request service & support

Whether your lamp needs attention, your charging system is due for review, or you have a question for our service team, we are here to help with every NEOZ product in your care.

Ways we can help

Comprehensive support, wherever you are

Each NEOZ product is designed to be serviceable for decades. Our three-tier service program is built around returning your lamps to full operation with as little disruption to your venue as possible, from remote diagnosis through to hands-on factory repair and, for Sydney venues, onsite assistance.

01 - Available worldwide

Remote diagnosis & support

Our first step is always remote. Our team will diagnose the issue, identify what needs attention, and where possible ship replacement parts directly to you with step-by-step guidance. Diagnosis is always complimentary.

Most enquiries resolved this way
02 - Sydney factory

Factory assessment & repair

Where remote support isn't sufficient, send your products to our Terrey Hills factory. A full assessment and written quote is provided before any work begins. Warranty items are repaired at no charge; non-warranty items carry a $15 assessment fee per product.

Written quote before work begins
03 - Greater Sydney

Onsite support at your venue

For venues within greater Sydney, our service team can travel directly to you for assessment and, where possible, onsite repair. Availability is on request and additional charges apply. Please email service@neoz.com.au with your venue details to discuss.

Subject to availability
Begin your request

Tell us how we can assist

Complete the form below to begin your request. The more detail you can share, the faster our team can prepare the right support for you. We respond to all enquiries within two business days.

Thank you for your request

We have received your service request. Our team will review the details and be in touch within two business days. If your matter is urgent, please call us directly on +61 (2) 9810 5520.

Step 01

Your details

Please enter your first name

Please enter your last name

Please enter a valid email address

Please enter a phone number we can reach you on

Please select your country

Step 02

How can we help you today?

Choose the option that best suits your situation. Remote support is our recommended starting point and resolves most enquiries.

Remote support

Please tell us what needs attention

Please tell us how many products are affected

Located on the base of each product. Optional but highly recommended, this allows us to check warranty status and speed up diagnosis.

The more detail you provide, the faster we can route your enquiry to the right team and prepare the right support.

Please describe the issue so our team can assist

Click to upload, or drop files here

Up to 5 images (JPG, PNG, HEIC), 10MB total across all files

If a video would help our team, please mention it in your message above and we will provide a secure upload link.

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Factory service

Please tell us what you are sending in

A few more details please

So our factory team can prepare for your products' arrival.

Number of lamps *

Please tell us how many lamps you are sending

A few more details please

So our factory team can prepare for your products' arrival.

Charging system details *

Please describe what you are sending

A few more details please

So our factory team can prepare for your products' arrival.

Number of lamps *

Please tell us how many lamps you are sending

Charging system details *

Please describe the charging components you are sending

A little more context

So our factory team can prepare properly, please share what you will be sending in.

What are you sending? *

Please describe what you are sending

Located on the base of each product. Optional but highly recommended where available, providing serial numbers lets us check warranty status before your products arrive.

NEOZ-arranged collection is available internationally, with charges based on your location.

Please tell us how your products will reach us

Please tell us when your products will be ready to send

While our team works to accommodate every request, short lead times cannot always be guaranteed. We recommend planning ahead where possible.

Before you submit

A $15 assessment fee applies per product brought in for factory service, waived for items covered under warranty. Where repair or replacement parts are required, a written quote will be provided and full payment received before work commences. All freight and shipping costs to and from our factory are the responsibility of the customer, except where service is covered under warranty. Items covered by warranty carry no cost to you.

Please accept the factory service terms to continue

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Our service team will respond within two business days.