Terms of service
About Us
Planet Neon is an Adaptive LTD Company. This website is operated by Adaptive Limited, registered in England and Wales under company number 14106708 and its registered office at Unit 4, Avocet, Trinity Park, Trinity Way, London, E4 8TD, UK. VAT Number: 413527812. The documents set out in this section govern your dealings with Planet Neon. Please read them carefully. They do not affect your statutory rights. To contact us, please see our Contact Us page.
General
These terms and conditions confirm the legal terms on which we will sell the products listed on our website. You will be asked to agree with our terms and conditions before you order products from our website. Our Privacy Policy, Delivery Policy, Cookies Policy, Website Use Conditions & Returns and Refunds form part of these Terms, and this information is set out within these Terms. These Terms apply to any contract between us for the sale of Products. Please read them carefully and make sure that you understand them before placing your order. By using planetneon.co.uk, you agree to these terms and conditions.
Order Process
You have the ability to check and amend any errors before submitting your order to Planet Neon. Please ensure that you place the correct order at each stage of the order process. Once your order is placed, you will receive an email confirmation acknowledging your order. Our online custom editors are based on ISO Basic Latin Alphabet. If your order contains any special characters or any other alphabet, our customer service team will contact you to discuss any additional costs.
Unless you cancel your order under our Cancellations, Returns and Refunds Policy or contact you to confirm we cannot accept your order for a specific reason, our acceptance will occur automatically once the ordered item has been dispatched. At this point, the contract between us will be formed. We reserve the right to reject any order for any reason. No order will be accepted until payment is received in full for all Products, including any related delivery charges. Although we ensure that we update the stock quantities regularly, all orders are subject to stock availability. If we cannot supply the products you ordered, we will inform you as quickly as possible. If an out-of-stock product is part of an order and we cannot contact you, we will send the products we have in stock, refunding the purchase price of any unavailable product where payment has already been made. All goods shall remain in the sole ownership of Adaptive LTD (the vendor) until such times as all monies payable have been received by the vendor.
*Christmas stocking promo
This promo applies only to LED neon sign orders above £300. Striplights and accessories are not included. The LED neon sign stocking only comes with a standard battery pack; pre-drilled homes and mounting kits aren't included.
How to make Payment
Payment can be made on our website in three ways: debit or credit card. The following cards are accepted: Visa and Mastercard credit cards and Maestro, Delta and Visa Electron debit cards. Payment for products, including any delivery charges, will be debited from your payment method when placing your order. However, this does not mean that your order has been accepted as stated on our Order Process Policy. If for any reason, your order is not received or we are unable to fulfil your order, a full refund will be issued.
Price of Products and Customer Responsibilities
We update our prices on our site regularly and ensure that all products are priced correctly. However, due to many items on our site, it is possible that, even with regular checks on the price of our products, some of the things may be priced incorrectly. We would confirm the price of the product of the order. Suppose an error is discovered in the price of any of the ordered items. In that case, we will contact you immediately to give you the option of continuing with your purchase at the correct price or cancelling your order. We will not process your order in such an event until you instruct us. If we cannot contact you with the details you have provided, we reserve the right to cancel the order and notify you in writing. Prices are subject to change without notice. All orders are subject to availability. We reserve the right to refuse to accept any order where there is a material error in the description of the goods or the advertised prices. Whilst every effort is made to display as accurately as possible the colour of our goods, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the goods on delivery. If in doubt, you are advised to examine a product in-store before placing your order. The customer accepts responsibility for providing safe and sufficient storage facilities for the goods and will indemnify the vendor against any losses, damages or costs arising out of a breach of this condition.
Delivery Terms
For full details, please visit our Delivery Policy page. All quoted delivery times and dates are estimates, and although we will ensure that all efforts are made to meet our delivery quotes, we will not be responsible if we are unable to do so. Certain unexpected circumstances may affect delivery times. If you would like to place a bulk order for items with low quantities, we will provide an estimated delivery time, which can be subject to change due to unforeseen circumstances. In such cases, we will contact you with an update on the progress of your order and provide further information. We strongly advise that you do not book tradespersons or fitters until your order has been delivered and checked by you for any errors. We cannot be held responsible for any third-party costs or charges you incur due to a delayed or non-delivered order or orders that have not been checked on delivery. We cannot process orders or deliver on UK Bank Holidays and Sundays. Due to security reasons and for your protection, all first-time orders using a credit/debit card placed online or by phone will need to be delivered to the cardholder's registered address. Subsequent orders can be made to an alternative address upon the success of the first order. We can, at our discretion, deliver to an alternative address during the first order as long as the address change is given to us in writing. All deliveries must be received and signed for by a person over 18. The relevant delivery company will leave a notification of attempted delivery if no one is available. Suppose an item is re-delivered to us due to incorrect delivery details or things not arranged for re-delivery. We will contact you to amend the details, to send it again. If the product is entitled to a refund we may cancel the order and refund your money, excluding any delivery charges. The risk of loss and damage to the Products will pass to you on the date when the Products are delivered or when we make our first attempt to deliver them to you. Damaged/Lost Goods – Where goods are delivered to or received by the customer damaged, or there is a shortfall, the vendor must be notified within 24 hours.
Returns and Refunds
Please read our Returns & Refunds Policy for further information.
Products that are no longer needed
You can return any unused Ready-Made products (pre-design neon signs are included here) in their original condition within 30 days of delivery if the item is no longer required or needed, provided that we are notified of the return within five days of the delivery of your order. All products must be returned to us within 30 days to qualify for the Return period. We cannot accept any returns, for a refund, on signs that have had their protective film removed.
If we have received prior notification that you require an item/item for a specific date, you must inform us within 24 hours from your delivery date, that you no longer need the item/items, so this can be entitled to a return/refund.
Cancellation Rights
Custom Made Product orders can be cancelled until the artwork has been confirmed if you choose to receive a mock-up of your design. If the Mock-up sent from our design team is not confirmed within 24 hours of the email, we will assume automatic confirmation and process your order to avoid any delays with your order. Custom Made Products cannot be cancelled once the artwork has been confirmed or the 24 hour waiting period has elapsed and production has started.
You can cancel any ready-made product and receive a full refund by emailing us directly at sales@planetneon.co.uk, including your order number and the cancellation details before the product is dispatched or within 30 days of your delivery if still had its protective film.
Refunds will be paid to the payment card account used at the time of the order and will be made within 3 - 5 working days after our receipt of the returned products. We are permitted to reduce the total refund amount if the returned product has been handled less than acceptable, such as damage to the product or missing parts.
How to Return a Product
If you wish to return a Product after it has been delivered, you will be responsible for returning the Product to us at your cost by either bringing the goods to our store or arranging your courier service. All refunds for returned products, which are returned in their original condition, will be processed within 3 – 5 days and will be made to the account used to purchase the product.
Faulty or Damaged Products
In the event of an item suspected of being faulty, this needs to be communicated to us via sales@planetneon.co.uk with information regarding the issues you are having with the product within 30 days, starting from the item being delivered to you. We will respond to all inquiries within 24 hours of receiving your message and ensure that a member of the technical staff is assigned to help with the issue as quickly and efficiently as possible.
If the product is found to be faulty, a replacement product will be sent to you within 5 - 10 working days from the date we receive the item.
Warranty
All products come with a Manufacturer’s Warranty. Our Waterproof LED Neon Signs are covered for 12 months, and Splashproofing Indoors LED Neon Signs come with a 24-month warranty.
If you suspect that an item is faulty within the warranty period, please contact our technical team at sales@planetneon.co.uk. They will assist you with the next steps to have the item repaired or replaced.
The following damages to any product due to the following reasons will void the Warranty effective immediately;
- Incorrect Ingress Protection
- Water damage due to incorrect use or Ingress Protection
- Use of a product outside of its manufactured intent
- Damage due to incorrect installation
- Accidental Damage
Liability
Except for the terms set out in our Returns & Refunds Policy, if any product we supply is proven to be damaged or defective, we will either repair or replace the product or offer a refund less a fair amount on the condition of the product. Where we are unable to perform our obligations under the Contract due to matters outside of our control or if we supply a product that is damaged or defective, we will not in any circumstances accept liability for any claim to recover loss of profits or any special or indirect loss, damage or expense. Nothing in these conditions excludes or limits in any way our liability for:
- death or personal injury caused by our negligence,
- fraud or fraudulent misrepresentation, or
- any matter for which it would be illegal for us to exclude or attempt to exclude our liability.
As a customer, you may have additional legal rights concerning products that are faulty or not as described, and nothing in these Terms affects these rights. Further advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights. Any information, whether verbal or in writing of any kind (including on our website), is for guidance only and is given in good faith but without warranty since skill of application and site conditions are beyond our control. In any event, we do not accept any liability whatsoever for the performance or non-performance of any goods beyond the value of those goods (for example, we shall not be liable in respect of wasted time or additional costs incurred by any person such as labour or scaffolding costs nor shall we be liable in respect of any alleged consequential losses of any person). As responsible retailers, we are aware that children can incorrectly use certain products. We do not knowingly sell to minors, and orders may only be placed by persons aged 18 or over.
Collection of Goods
All goods must be collected within three months of the order, failing which they shall be deemed to become our property and may be returned to stock or disposed of.
These terms and conditions and any claims (of any nature including contractual and non-contractual claims) arising concerning goods ordered or supplied shall in all respects be governed by English Law, and any dispute arising under or in connection with the foregoing shall be for the exclusive jurisdiction of the English Courts. We reserve the right to change these terms and conditions from time to time, and you should refer to them each time you place an order. Please address any comments or complaints to Adaptive LTD, Customer Services, Unit 4, Avocet, Trinity Park, Trinity Way, London E4 8TD, Registered in England No. 14106708. VAT Number: 413527812.