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Custom Neon® Terms and Conditions

Please read these Terms and Conditions (hereafter "Terms" or "Terms and Conditions") carefully before using or purchasing from the CustomNeon.co.uk website (hereafter "Site", “Website” or “the Website”)  or interacting with the purchasing system, customer support or other services (hereafter “the Service” or “Service”) operated by Custom Neon (hereafter "us", "we", or "our").


Your access to and use of the Website and Service is conditional on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and Customers (hereafter “you”, “them”, or “they”) who:


  • access the images, photos, audio, video and other forms of data or communication (hereafter “Content”);
  • use the Service;
  • and purchase store products, personalised or customised signs, lights, lamps or art (hereafter “Products”) from Custom Neon via the CustomNeon.co.uk website, over the phone, email, in person or through any other means whether electronic, digital or otherwise.

By accessing or using the Website, Service, or by purchasing Products, you agree to be bound by these Terms and our Privacy Policy which can be found here. If you disagree with any part of the terms, then you may not access the Website or Service.


Import Duty


For UK customers, Custom Neon will pre-pay any import duty that is levied. This means that UK customers should not receive a request for Import Duty. If you have received an Import Duty invoice, please scan and send the paid invoice to us at info@customneon.co.uk, and we will fully reimburse you for the Import Duty paid. Please note that for all other countries, the purchaser is responsible for any import or customs duty charges.


Eligibility


To be eligible to use this Website, you must be at least 18 years old. If you use CustomNeon.co.uk on behalf of a company, entity, or organisation, you must be an authorised representative with the authority to bind it to these Terms and Conditions (which authority you hereby exercise).


Changes to these Terms and Conditions


We may modify the Terms and Conditions from time to time. When changes are made, we will notify you by making the revised version available on this webpage and will indicate at the bottom of this page the date that revisions were last made. You should revisit these Terms and Conditions on a regular basis, as revised versions will be binding on you. Any such modification will be effective upon our posting of new Terms and Conditions. Your continued use of this Website after any posted modification to the Terms and Conditions indicates your acceptance of the modification.


Website Availability


We reserve the right to modify, update, or discontinue CustomNeon.co.uk at our sole discretion, at any time, for any or no reason, and without notice or liability.


Product Availability


Custom Neon Products are made to order. This includes the Products in the Website shop section. FREE Standard Shipping: Made-to-order & delivered within 3-4 weeks, including production and shipping. If you need it faster, please select 'Fast Track' at checkout. Fast Track orders are made & delivered within 2-3 weeks. Delivery times are estimated and may vary based on delivery location, peak times, bank holidays and external factors that impact distribution. We will make every effort to ensure your purchased Product reaches you within the stated timeframe, but we make no guarantees, as issues can arise that are outside of our control. Customs clearance may increase the delivery time for some countries.


Purchases


If you wish to purchase any Product or make use of any Service made available through this Website, you may be asked to supply certain relevant information including, but not limited to, your name, email address, delivery address and payment information. For full information on what information we collect and how we use it, please see our Privacy Policy.


Custom Neon reserves the right to change our prices at any time.


Custom Neon reserves the right to refuse or cancel certain orders at our sole discretion. You will be informed of any such refusal or cancellation within a reasonable timeframe, and a reason for the refusal or cancellation will be provided.


Payment and Invoicing


Shop Signs and Products - Payment for all signs and products ordered through the Custom Neon online shop is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card. In the UK, you can also choose to pay in instalments using ClearPay.


Create Your Own Neon Signs - Payment for all custom made signs that you design online using our Create Your Own Neon tool is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card. In the UK, you can also choose to pay in instalments using ClearPay.


Bespoke Signs Designed by Us - Payment is required in full before production can begin. Once you have approved a design, you will receive an invoice via email, which can be paid via Paypal or by using a major credit card. When payment has been made, your sign will go into production.


Our Design Service


We are happy to offer a free design service to our customers, providing one or more designs for your approval at no extra charge. If you have a change of mind and wish to amend or cancel your order before the sign goes into production, we will happily offer a partial or full refund. Once a custom sign order is approved and has gone into production, we are no longer able to offer a refund. Please note that a custom sign is automatically approved if "NO" design proof is selected when ordering.


Returns & Refunds


Custom Neon UK 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 and size, but the customer is able to choose certain elements such as the name or initials as well as the colour. 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 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 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.


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 reinstalling 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 14 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 14 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.


Custom Neon® Gift Cards


Custom Neon Gift Cards are redeemable when:


  • making a custom sign using our online design tool;
  • purchasing items from our Shop;
  • and when you have neon art custom made by sending a quote request to our team.


Custom Neon Gift Cards are valid for 3 years from the date of purchase. They cannot be redeemed for cash.


No portion of the Gift Card's value may be redeemed for any other purpose than to purchase a product from Custom Neon.


Custom Neon Gift Cards may not be used with any other discounts or promotions.


Custom Neon Gift Cards may not be purchased using discount codes or any other promotional codes or offer.


Treat your Gift Card like cash, lost or stolen Gift Cards will not be replaced or refunded.


Gift Cards cannot be cancelled or refunded.


Products that are purchased solely or in part with a Gift Card may only be returned in line with Custom Neon's Returns & Refunds policy which is detailed above.


Products that are purchased solely or in part with a Gift Card may not be exchanged.


Gift Cards must be used in a single purchase. No credit will be given for any remaining value left on the Gift Card.


You are responsible for the use and safety of your Gift Card. You are liable for all transactions on your Gift Card, except to the extent to which there has been fraud or negligence by us or by any of our employees.



Copyright and Trademarks


The content, trademarks, artwork, and LED neon signs (the Product) for sale on https://customneon.co.uk are the exclusive property of Custom Neon. Copyright in all designs offered for sale on the Custom Neon website and produced by Custom Neon shall remain the property of Custom Neon unless otherwise agreed in writing.


You warrant to Custom Neon™ that you have copyright in, or a license to authorise Custom Neon to reproduce all materials supplied by you to Custom Neon for the purpose of the Product. You expressly authorise Custom Neon to reproduce all and any of such works for the purposes of the Product.


You warrant you have the right to use applicable trademarks which may be incorporated in any Product.


You indemnify and agree to keep Custom Neon indemnified against all liability, losses, or expenses incurred by Custom Neon in any way directly or indirectly connected with any breach of copyright and trademarks or any third party in relation to any materials supplied by you for the purpose of the Product.


All Goods and/or Services provided by Custom Neon may only be used for lawful and ethical purposes. This includes, but is not limited to copyrighted material. Custom Neon is not required to produce any Goods and/or provide any Services it considers to be unethical, objectionable, threatening, obscene, or pornographic.


Use of the Custom Neon® Online Design Tool and Logo/Image Uploader


We grant you permission to use our online design tool and/or to upload images and logos subject to the restrictions in these Terms and Conditions.


Restrictions on Use


You agree that in using the Custom Neon Online Design Tool and/or Logo/Image Uploader, you will not, and will not assist or enable others:


  • to promote bigotry or discrimination against protected classes;
  • to promote, support or glorify hatred;
  • to promote, support or glorify violence;
  • to create or promote illegal content;
  • to violate any third-party right, including any breach of confidence, copyright, trademark, patent, trade secret, moral right, privacy right, right of publicity, or any other intellectual property or proprietary right;
  • to violate these Terms and Conditions or any applicable law.

We reserve the right to refuse service and, where required, take legal action against anyone who uses the Custom Neon Online Design Tool and/or Logo/Image Uploader in a manner that is not consistent with the restrictions listed above.


Use of CustomNeon.co.uk


We grant you permission to use this Website subject to the restrictions in these Terms and Conditions.


Restrictions on Use


You agree that you will not, and will not assist or enable others to:


  • use CustomNeon.co.uk to threaten, stalk, defraud, incite, harass, or advocate the harassment of another person, or otherwise interfere with another user's use of CustomNeon.co.uk;
  • use CustomNeon.co.uk to submit or transmit spam, chain letters, contests, junk email, pyramid schemes, surveys, or other mass messaging, whether commercial in nature or not;
  • use CustomNeon.co.uk for promotional or commercial purposes, except as expressly allowed in writing by CustomNeon.co.uk;
  • use CustomNeon.co.uk in a manner that may create a conflict of interest;
  • use CustomNeon.co.uk to promote bigotry or discrimination against protected classes;
  • use CustomNeon.co.uk to violate any third-party right, including any breach of confidence, copyright, trademark, patent, trade secret, moral right, privacy right, right of publicity, or any other intellectual property or proprietary right;
  • use CustomNeon.co.uk to create or promote pornography or illegal content;
  • use CustomNeon.co.uk in violation of the Terms and Conditions or any applicable law;
  • modify, adapt, appropriate, reproduce, distribute, translate, create derivative works or adaptations of, publicly display, sell, trade, or in any way exploit Custom Neon’s Products or CustomNeon.co.uk Content, except as expressly authorised by Custom Neon;
  • reverse engineer any portion of CustomNeon.co.uk, except as may be permitted under the law;
  • remove or modify any copyright, trademark or other proprietary rights notice on CustomNeon.co.uk or on any materials printed or copied off of CustomNeon.co.uk
  • use any robot, spider, site search/retrieval application, or other automated device, process or means to access, retrieve, scrape, or index CustomNeon.co.uk or any CustomNeon.co.uk Content without permission from CustomNeon.co.uk;
  • reformat or frame any portion of CustomNeon.co.uk;
  • take any action that imposes, or may impose in our sole discretion, an unreasonable or disproportionately large load on CustomNeon.co.uk's technology infrastructure;
  • attempt to gain unauthorised access to CustomNeon.co.uk, user accounts, computer systems or networks connected to CustomNeon.co.uk through hacking, password mining or any other means;
  • use CustomNeon.co.uk or any CustomNeon.co.uk Content to transmit any computer viruses, worms, defects, Trojan horses or other items of a destructive nature (collectively, "Viruses");
  • use any device, software or routine that interferes with the proper working of CustomNeon.co.uk, or otherwise attempt to interfere with the proper working of CustomNeon.co.uk; make excessive traffic demands;
  • use CustomNeon.co.uk to violate the security of any computer network, crack passwords or security encryption codes; disrupt or interfere with the security of, or otherwise cause harm to, CustomNeon.co.uk or CustomNeon.co.uk Content;
  • remove, circumvent, disable, damage or otherwise interfere with any security-related features of CustomNeon.co.uk, features that prevent or restrict the use or copying of CustomNeon.co.uk Content, or features that enforce limitations on the use of CustomNeon.co.uk.

 

Third Parties


CustomNeon.co.uk may include content from and/or links to other websites (each, a "Third Party Site"). We do not control or endorse any Third Party Site, and you agree that we are not responsible for the availability or contents of such Third Party Sites.


Miscellaneous


No agency, partnership, joint venture, or employment is created as a result of the Terms and Conditions, and you do not have any authority of any kind to bind us in any respect whatsoever.


We may provide you with notices, including those regarding changes to the Terms and Conditions by email, regular mail or postings on CustomNeon.co.uk.


The Terms and Conditions contain the entire agreement between you and us regarding the use of CustomNeon.co.uk, and supersede any prior agreement between you and us on such subject matter. The parties acknowledge that no reliance is placed on any representation made but not expressly contained in these Terms and Conditions.


Any failure on our part to exercise or enforce any right or provision of the Terms and Conditions shall not constitute a waiver of such right or provision. The failure of either party to exercise in any respect any right provided for herein shall not be deemed a waiver of any further rights hereunder.


If any provision of the Terms and Conditions is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary so that the Terms and Conditions shall otherwise remain in full force and effect and enforceable.


The Terms and Conditions are not assignable, transferable or sublicensable by you except with our prior written consent but may be assigned or transferred by us without restriction. Any assignment attempted to be made in violation of the Terms and Conditions shall be void.


The section titles in the Terms and Conditions are for convenience only and have no legal or contractual effect.


 

Warranties, Disclaimers, and Limitations of Liability

CustomNeon.co.uk AND ALL SITE CONTENT IS MADE AVAILABLE TO YOU ON AN "AS IS" BASIS. CUSTOM NEON MAKES NO WARRANTIES, REPRESENTATIONS, OR CONDITIONS OF ANY KIND, EXPRESS, STATUTORY OR IMPLIED AS TO (1) THE OPERATION AND FUNCTIONALITY OF CustomNeon.co.uk, (2) THE ACCURACY, INTEGRITY, COMPLETENESS, QUALITY, LEGALITY, USEFULNESS, SAFETY, AND IP RIGHTS OF ANY OF CustomNeon.co.uk CONTENT, AND (3) THE PRODUCTS AND SERVICES ASSOCIATED WITH CustomNeon.co.uk OR SITE CONTENT. CUSTOM NEON FURTHER DISCLAIMS ALL WARRANTIES, EXPRESS, STATUTORY, OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, MERCHANTABLE QUALITY, DURABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, THAT YOU OBTAIN FROM CUSTOM NEON OR CustomNeon.co.uk SHALL CREATE ANY WARRANTY, REPRESENTATION, OR CONDITION NOT EXPRESSLY STATED HEREIN.

 

CUSTOM NEON DISCLAIMS ALL LIABILITY FOR ANY (A) INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, EXEMPLARY, RELIANCE, OR CONSEQUENTIAL DAMAGES, (B) LOSS OF PROFITS, (C) BUSINESS INTERRUPTION, (D) LOSS OF OR DAMAGE TO REPUTATION OF CUSTOM NEON OR ANY THIRD PARTY, OR (E) LOSS OF INFORMATION OR DATA.

 

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES, THE LIMITATION OR EXCLUSION OF IMPLIED WARRANTIES, OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. IF YOU RESIDE IN SUCH A JURISDICTION, THE ABOVE LIMITATIONS SHALL APPLY TO YOU TO THE FULLEST EXTENT PERMITTED UNDER APPLICABLE LAW.

 

Last updated: 21 July, 2023