What is the Custom Neon® returns policy & procedure?

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 choose Delivery/Faults/Returns on the contact 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 choose Delivery/Faults/Returns on the contact form 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.
• If a replacement has been agreed Custom Neon will endeavour to produce and ship the replacement product to you as soon as possible.
• If a full or partial refund has been agreed Custom Neon will let you know when you can expect to receive the refund.