REFUNDS

REFUND POLICY

All neon pieces sold by the Seller are deemed Custom made products. Customized products and designs are a bespoke manufacturing Service whereby the Seller manufactures Goods to the Buyer specifications and therefore refunds and returns of Goods are not possible. The Seller will accept no returns of their Goods. The Seller therefore encourage the Buyer to take care with the specifications and take care to understand the terms and conditions of their Order. By placing an Order or by accepting and/or signing off the quote the Buyer agrees to pay for the Goods listed and understands that no refund, replacement, compensation, return or exchange due to “change of mind” or otherwise, can be claimed for the Goods once the Order has been placed. This does not affect the Buyer statutory rights.

Once an Order has been placed and paid for, pending acceptance of the Order by us, the manufacturing/production stage starts immediately and costs are borne immediately by the Seller. Therefore, the Seller stresses that once an Order has been placed, it cannot be cancelled by the Buyer and returns and refunds cannot be accepted. This also applies to orders for limited edition installations and gift cards. 

DEFECTS, REFUNDS AND RETURN OF NEONS

Due to the nature of the handmade manufacture process, there are occasionally errors that occur due to manufacture, or genuine mistakes of operatives. The Seller has a thorough Quality Control process that means that almost all defective or rejected products are flagged up in production, however sometimes errors will occur. The Buyer acknowledges that while it is a rare occurrence, an occasional error can occur.

Should the Goods arrive to the Buyer in a damaged state, the Buyer must inform the carrier and the Seller in writing within forty-eight (48) hours. The written notification should include the Buyer’s name, address, Order number, along with photographic and video evidence (both required) verifying the damage to the Goods and its packaging, and a brief description of the fault. The Seller's obligations will be void if this request and timeframe are not met. Please ensure you include a photograph capturing the entire neon sign, along with detailed photos and a video showing the damage to both the sign and its packaging.

As the Goods are crafted by hand, they may exhibit variations and slight discolorations. Additionally, some variations in color can also arise due to differences in computer screen and printer calibration. The Buyer acknowledges that these variations and discolorations are not considered product faults and accepts the possibility of such discrepancies.

Due to the inherent nature of acrylic (the backing board material used) and the handmade manufacturing/production process, there may be glue marks and/or scratches visible on the acrylic sheet. The Seller recommends that the Buyer remove all superficial marks with a damp cloth. The Buyer acknowledges that these minor defects are not a fault of the product as they are inherent to the handmade manufacturing/production process, will not affect the use of the product and accepts the potential of such occurrences.

Upon delivery, the Buyer is responsible for inspecting the Goods thoroughly. Should there be any alleged defect, damage, shortage in quantity, or non-compliance with the description or quote, the Buyer must notify the Seller in writing within forty-eight (48) hours of delivery. The Buyer must grant the Seller a reasonable amount of time to inspect the Goods following delivery. Failure of the Buyer to adhere to these provisions will result in the Goods being conclusively presumed to be in accordance with the terms and conditions and free from any defect or damage.

If the Goods are found to be faulty and there has been a genuine manufacturing/production error on the part of the Seller, the Seller will investigate and endeavor to repair or replace affected Goods as we see fit in order to supply Goods to specification. This does not include ordering errors on the part of the Buyer, and does not supersede other related terms.

Please write an email to hello@neoncityinc.com for all claims, queries or technical problems.

DEFINITIONS

“Buyer” means the Buyer or any person or entity acting on behalf of and authorized by the Buyer.

“Goods” means Goods supplied by the Seller to the Buyer (and, where applicable, any provision of Services as hereinafter defined).

“Order” means the online Order submitted by the Buyer for the purchase of Goods from Neon City.

“Seller” means Neon City and its successors and assigns.

“Services” means all services provided by the Seller to the Buyer, including any advice or recommendations (and, where applicable, any provision of Services as hereinafter defined).