Neon Vibes® Returns & Warranty Policy

At Neon Vibes®, we want you to be glowing with happiness about your purchase! If something's not quite right, don't worry — we're here to help. ✨

✏️ Changed your mind?

Every sign we make is made for you, after you order it — your wording, your artwork, your colours. Nobody else can use it, so once it's made we can't take it back just because you've changed your mind.

But here's the good bit: nothing gets made until you approve your proof. 🎨

✅ Before you approve your proof — cancel any time, free, full refund. No questions.
✅ After you approve it — we're cutting and bending, so we can't cancel. Unless something's wrong with it, in which case see below. 👇

Had a change of heart anyway? Drop us a message. We'll always see what we can do. 💬

📦 Accessories — the 14-day rule

Power supplies, controllers, dimmers, remotes and spare parts are the only things we hold as stock, so they're fully returnable within 14 days — no questions asked!

🔄 How to return an accessory

✔ Return window: starts when you place the order and ends 14 days after delivery.
✔ Condition: unused, in original packaging, with all the bits.
✔ How to start: contact us and we'll send full return instructions.
✔ Deadline: once confirmed, you have 14 days to send it back.
✔ Keep your proof of postage: if it gets lost on the way to us, we can't take responsibility.

🚨 Something wrong with your sign? No worries!

This is completely separate from changing your mind — and your rights here are exactly the same as on anything else you buy. We'll refund or replace, without argument, in three situations:

😬 We got it wrong — it doesn't match the proof you approved, or it's not what you ordered.
📦 The courier damaged it and we accept responsibility.
⚡ It's faulty, or it fails inside the warranty period.

📩 What we need from you

Email support@neonvibes.co.uk with:

Your order number
Your purchase date (if handy)
A short video showing the issue
Clear photos of the problem

⚠ Both a video & photos are required — a flicker or an intermittent fault simply doesn't show up in a still, and a video often means we can sort it without the sign ever leaving your wall. 🙌

🔧 What happens next?

✔ We'll repair it OR replace it — our call on the best solution.
✔ If we replace it, keep your power supply & controller to use with the new sign.
✔ If a repair is needed, you'll return it to us and we'll fix it up ASAP.

💰 Return shipping costs

If a repair is needed, you arrange and pay for return shipping.
Once we've received and fixed your sign, we'll reimburse your shipping cost (proof of postage required).
If return shipping costs more than £20, please get approval from us first — otherwise we'll cap the refund at £20.

🔒 Neon Vibes® Warranty

We stand by our products — and we've just made our standard warranty one of the best out there. 💪

🏠 Indoor signs

✅ 36-month 'Return to Base' warranty — a full 3 years, covering electrical components used correctly.

🌦 Outdoor signs

✅ 12-month 'Return to Base' warranty — covering electrical components used correctly.

⚡ Hard-wired & installed signs

We're not responsible for installation costs — taking it down, putting it back up, or any electrical work.
If a fault happens after hard-wiring, we'll assess whether it falls under the 36-month warranty.
As with all claims, we'll need photos & videos to assess the issue.

✨ Extended warranty option

Want extra peace of mind? Add an Extended Warranty at checkout — it adds 2 years to whichever period applies:

Indoor signs: 36 months → 60 months (5 years!) 🎉
Outdoor signs: 12 months → 36 months (3 years!) 🎉

If you bought it, it'll be clearly listed on your receipt and logged in our system.

🙅 What the warranty doesn't cover

Accidental damage — dropping it, knocking it, that sort of thing.
Using an indoor sign outdoors, in a conservatory, a bathroom, or anywhere damp or unheated. 🚿 This is the big one — please don't!
Using a transformer, dimmer or controller we didn't supply.
Power surges or an unsuitable supply.
Hard-wiring not done by a qualified electrician.
Repairs or modifications by anyone else.
Normal fading after many years of glowing away. 🌟

⚖️ Your legal rights, in plain English

If you're buying for yourself, the Consumer Rights Act 2015 covers your sign — including a custom one. If it's faulty:

🕐 Within 30 days — full refund.
🔧 After 30 days, up to 6 months — you can ask us to repair or replace it. If that doesn't work, you get your money back or a reduction. And for those first 6 months it's for us to prove the fault wasn't there on delivery — not for you to prove it was.
📅 Up to 6 years (5 in Scotland) — you may still have a claim, though you might need to show the fault was there from the start.

Changing your mind is a different thing from something being wrong. The 14-day change-of-mind right in the Consumer Contracts Regulations 2013 doesn't reach our signs, because regulation 28(1)(b) takes goods made to your specification out of it — and every sign we make is made for you. It does apply to accessories, and you've got the free-cancellation-before-proof window on everything. 👍

❓ Need help?

Still got questions? No stress — we're here to help! 📩 Email us at support@neonvibes.co.uk and we'll get back to you ASAP.

✨ Thanks for choosing Neon Vibes® — we can't wait to see your space light up! 🚀

The full detail is in our Terms & Conditions. Version 2.0 · Effective 28 August 2026.