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Returns & Warranty

 

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 hello@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:

3-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 12-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 3 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 hello@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! 🚀