If an item is to be returned to us for any reason please follow the correct procedures below in order to resolve any issues as rapidly as possible.
For the fastest handling of your returns and exchanges please download the following form and return it with your order.
Return for Custom Products
Due to the Nature of the Custom Products being a bespoke item which are made to order, we are unable to accept any Custom Made Product for a return or refund. This does not include repairs during the 2 Year warranty period.
Ready Made Products which are no longer needed
You can return any unused products in its original condition within 30 Days of delivery if the item is no longer required or needed. All products must be returned to us within 30 Days in order to qualify for the Return period.
Custom Made Product orders can be cancelled until we confirm the artwork. Custom Made Products cannot be cancelled once the artwork has been confirmed and production has started.
You can cancel any order and receive a full refund by emailing us directly at firstname.lastname@example.org including your order number and the details of the cancellation before the product is dispatched or within 30 days starting from the item being delivered to you.
Refunds will be paid to the payment card/PayPal account used at the time of the order and will be made within 2 - 3 days after our receipt of the returned products. We are permitted to reduce the amount of the total refund if the returned product has been handled in a manner that is less than acceptable such as damage to the product or missing parts.
Ready Made Product Exchanges
We offer a full 90 day period for exchanges if an item purchased is no longer required and is outside of the 30 Day return period. This applies to all of our products across our ranges and all returns must be made in its original condition and packaging for the exchange to be valid
All returned items within 90 days can be exchanged for any other item with the same or lesser value.
Custom Made Products cannot be exchanged.
All Ready Made Products products returned after 30 Days and before 90 Days of purchase in its original condition and packaging will be eligible for a credit note in the value of the returned items that can be used on our website at a later date. The credit note will expire within 2 Years from the date of the purchase.
Suspected Faulty Products
In the event of an item suspected of being faulty, this needs to be communicated to us via email@example.com 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.
All products come with a 2 Year warranty. If an item is suspected of being faulty within 2 Years from the date of purchase please contact our technical team at firstname.lastname@example.org so that they may assist you with the next steps to take regarding the fault and if necessary the replacement of your product.
If the product is found to be faulty a replacement product will be sent to you within 3 - 4 working days from the date we receive the item. In all cases, an identical product will be sent, however, if the item is discontinued we will send out a similar product with matching specifications.
Incorrect or missing items
If the item you receive does not match the order placed or the description of the item then you will need to contact us within 14 days of receiving the product. All missing parts or items of your order will also need to be reported to us within 14 days of receiving the order. Planet Neon will not be held responsible for missing or lost items which are reported past the 14 days.
We will send any missing parts or items if reported within the time frame.
Any errors made on behalf of Planet Neon will be addressed by us at no extra cost to you with a supply of a prepaid envelope to return the incorrect goods for exchange. Planet Neon also has the discretion to refund the cost of a 1st Class Royal Mail Signed for package or a maximum amount of £4.80, which requires our authorisation before the cost can be reimbursed. Please ensure that items are sent via recorded mail as we will not be held responsible for the lost item during transit to us.
We ensure that all items are checked for any signs of damage and that all items are packed securely to avoid any damage during delivery. In the unlikely event that an item is received damaged please report the damage within 5 days of receiving the item so that we may rectify the problem as quickly and efficiently as possible. An accompanying image of the damage sent to email@example.com will better help identify the problem.
If the damage to the item is relatively small and can be fixed easily we will have a replacement part sent out within 1 - 2 days. However, if the damage to the item is more extensive then we will need the item sent back to us before a replacement can be sent to you. A prepaid envelope will be provided if the damage is identified within 30 Days of purchase.
For items damaged or faulty, we will cover all reasonable delivery costs that you may incur when the items are sent to us via 1st Class Recorded delivery service. For any larger orders please contact us before a return is required to discuss all available options. Planet Neon reserves the right to refuse the reimbursement of any delivery costs which are not pre-authorised in advance.