Neon Vibes UK™ Returns Policy
Neon Vibes 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 stock items and doesn't apply to our made to order or custom signage. However, if you've fallen out of love with your new purchase, get in touch with us and we might be able to help.
Unless faulty, damaged or not as described, the following products are non-refundable:
Made to Order signs from Neon Vibes UK™ -
These are signs that have a pre-determined shape/font/size and price, where the customer can personalise the colour, backing shape and weatherproofing options. Even though the designs are pre-drawn, the items are still made to order and therefore not a stock item. Example Neon Peace Emoji
Custom signs from Neon Vibes UK™ -
These are signs that are created using either our custom design tool, or from drawings and descriptions sent through by the customer. These are completely bespoke and made to order and therefore not a stock item.
Stock Items from Neon Vibes UK™ -
Stock items such as Power supplies, controllers and Nanoleaf products, are fully returnable within 14days of purchase as per Consumer Contracts Regulations .No reason is necessary.
Returns & Refund Instructions for Stock Products:
- 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.
- All returns are at your own risk. Please keep your proof of postage in case the parcel doesn't make it back to us. We can't accept liabilty for goods that get lost or damage when they're returned.
Return shipping costs:
- If your product is faulty, Neon Vibes UK™ will cover the cost of return shipping.
- If you have changed your mind you will cover the cost of return shipping.
Returns & Refund Instructions for Made to order and custom signs:
- Please contact us at firstname.lastname@example.org to let us know which products you wish to return and why. Please include your order number, date of purchase (if you have it) and attaching a short video of your sign as well as photos to show the issue.
- 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.
Neon Vibes UK™ Warranty
Neon Vibes UK™ indoor products include a 1 year warranty which covers electrical components when used appropriately. Neon Vibes UK™ outdoor products include a 3 month warranty which covers electrical components when used appropriately. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Neon Vibes UK™ and the purchaser.
Warranty Coverage for Hard Wired & Installed Signs
Neon Vibes UK™ 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 hard wired, Neon Vibes UK™ 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 12 month warranty.
Neon Vibes UK™ Extended Warranty
When the Extended Warranty is purchased, this will add 24months to the standard warranty terms. Indoor products go from 12months to 36months, Outdoor products go from 6months to 30months.