Custom Neon® Returns Policy

Custom Neon abides by the Consumer Contracts Regulations which allows UK purchasers a cooling off period from the moment you purchase the product until 14 days after the item is received. Please note that this cooling off period only applies to Made to Order Signs that you have bought online from the Custom Neon UK Shop. It does not apply to any personalised signs. Nor does it apply to any fully customised signs that were designed and purchased using our Create Your Own Sign online tool or that were designed by our team to your specifications.

Made to Order Signs from the Shop - entitled to refund (see refund procedures below) These are signs that have a pre-determined shape/font/size and price. The only thing the customer can choose is the colour(s). Example Neon Peace Emoji

To organise a return and refund on any Made to Order products purchased from our Shop, please follow these steps:

• The return period begins the moment you place the order and ends 14 days after you receive the product(s).
• Please ensure that the product(s) you wish to return are in their original condition with all packaging, adaptors, etc...
• Please contact us using this form to let us know what products you wish to return and why. We will then send you full return instructions.
• Please note that in order to be eligible for a refund, all products must be returned within 14 calendar days of the confirmed cancellation.

Return shipping costs:

• If your sign is faulty, Custom Neon will cover the cost of return shipping.
• If you have changed your mind, you will cover the cost of return shipping.

Personalised Signs from the Shop - not entitled to a refund unless faulty

These are signs that have a pre-determined shape, size or font, but the customer is able to choose certain elements such as the name or initials as well as the colour and/or font. This may or may not change the price. Example Unicorn Name Sign

Custom Neon signs from the Create Your Own Sign online tool or designed by our artists - not entitled to a refund unless faulty These are signs that are made to the customer's exact specifications, such as the style/font / size/wording / colour/backing / extras / etc...

To organise a return and refund on any Personalised Signs or Custom Neon signs, please follow these steps:

• Please contact us at info@customneon.co.uk to let us know which products you wish to return and why, attaching a short video of your sign as well as photos.
• Please note that we require both a video and photo(s) for diagnostic and quality purposes.
• If you are not able to provide both a video and photo(s) of the problem, then our ability to rectify your issue will be limited.
• Once we have received all of the required information, we will be in touch to try to resolve the issue.

Custom Neon® Warranty

Custom Neon indoor and outdoor products include a two year warranty that covers electrical components when used appropriately. Please be aware that Indoor Signs are not suitable for use outdoors or anywhere they might get wet. Inappropriate use will void the warranty. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Custom Neon and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs

Custom Neon bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If, in the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair. If you have chosen to have your sign installed and/or hardwired, Custom Neon takes no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If your sign has been hardwired in by an electrician, it is at our sole discretion to decide if the occurring fault is covered under our two year warranty.

Damaged in Transit

We recommend opening your Custom Neon parcel upon delivery. In the unlikely event that your sign has been damaged in transit, Custom Neon will ensure that a resolution is provided.

Damage must be reported within 7 days of delivery of your Custom Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date, which can be found by following the prompts 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 info@customneon.co.uk with all of the following:

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

Lost, Missing & Stolen Signs

Custom Neon takes all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service that requires a signature on delivery. The customer may request to opt out of the signature on delivery directly through the shipping service once the shipment process has begun. Please be aware that if you choose to opt out of the signature on delivery requirement, Custom Neon will take no responsibility for lost, missing or stolen parcels that have been marked as ‘delivered’ by the shipping service.