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. ✨

📌 Cooling-Off Period

• UK customers get a 14-day cooling-off period from the date of purchase until 14 days after receiving their item.
• Heads up! This only applies to stock items—not our made-to-order or custom signs.
• But hey, if you’ve had a change of heart, drop us a message. We’ll see what we can do!

---

📦 Stock Products & Returns

Stock items (like power supplies, controllers & Nanoleaf products) are fully returnable within 14 days—no questions asked!

🔄 How to Return Stock Products:

✔ Return window: Starts when you place the order and ends 14 days after delivery.
✔ Condition: Must be unused, in original packaging, with all accessories.
✔ How to start: Contact us [using this form] so we can send full return instructions.
✔ Deadline: Once confirmed, you’ll have 14 days to return the product.
✔ Keep your proof of postage: If your return gets lost or damaged, we can’t take responsibility.

---

💡 Made-to-Order & Custom Products

Because these beauties are crafted just for you, they can’t be returned or refunded unless they are faulty, damaged, or not as described.

🔎 What’s Considered Made-to-Order or Custom?

✅ Made-to-Order Signs: Pre-set fonts, shapes & sizes where you personalize colours, backings & weatherproofing. Example: Let’s Party sign.
✅ Custom Signs: Fully bespoke designs—created using our custom tool or based on your drawings & ideas.

🚨 Faulty or Damaged Signs? No Worries!

If something’s not working as expected, we’ll get it sorted. Here’s 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 for us to diagnose the problem properly.

Once we review the details, we’ll get back to you with next steps.

🔧 What Happens Next?

If your sign is confirmed to be faulty under warranty, 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 need to return it to us, and we’ll fix it up ASAP.

💰 Refunds on Return Shipping Costs

• If a repair is required, you’ll need to arrange & pay for return shipping.
• Once we receive & fix your sign, we’ll reimburse your shipping cost (proof of postage required).
• If the 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 offer the following warranties:

🏠 Indoor Signs:

✅ 2-year ‘Return to Base’ warranty (covers electrical components if used correctly).

🌦 Outdoor Signs:

✅ 12-month ‘Return to Base’ warranty (covers electrical components if used correctly).

⚡ Hard-Wired & Installed Signs:

• We’re not responsible for installation costs.
• If a fault happens after hard-wiring, we’ll determine if it falls under our 24-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!

• Indoor Signs: Extends from 24 months to 48 months.
• Outdoor Signs: Extends from 12 months to 30 months.
• If you purchased this, it’ll be clearly listed on your receipt & logged in our system.

---

❓ 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! 🚀