Return & Refund Policy
If an item is to be returned for any reason, please follow the procedures below to resolve any issues rapidly as possible.
Due to the nature of the Custom Products being bespoke items made to order, we cannot accept any Custom Made Products for a return or refund. This does not include repairs during the 12-Months warranty period. If there are any issues with your order, we will resolve them as efficiently as possible.
For the fastest handling of your returns and exchanges, please download the following form and return it with your order.
Ready-Made Products Exchanges or items 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 48 hours from your delivery date, that you no longer need the item/items, so this can be entitled to a return/refund.
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 email@example.com, 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.
All Ready-Made Products products returned before 30 Days of purchase in their 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.
Gift Cards have an expiration date of 12-Months and cannot be refunded or used to purchase another gift card. Unused Balances are not transferable or refunded.
Suspected Faulty Products
In the event of an item suspected of being faulty, this needs to be communicated to us via firstname.lastname@example.org 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.
All products come with a 12-Months Warranty.
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 2 days of receiving the product. All missing parts or items of your order will also need to be reported to us within 2 days of receiving the order. Planet Neon will not be held responsible for missing or lost items reported after the 2 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 neon signs are checked for quality control and packed securely to avoid damage during delivery. However, in the unlikely event that an item is received damaged, please report the damage within 24 hours of receiving it so we may rectify the problem as quickly and efficiently as possible. An accompanying image of the damage needs to be sent to email@example.com to help us to identify the problem.
If the issue can be fixed quickly, we will send a replacement part within 2 - 4 days. However, it is more extensive, 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 24 hours of purchase.
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 items damaged or faulty. Please get in touch with us before a return is required to discuss all available options for any larger orders. Planet Neon reserves the right to refuse the reimbursement of any delivery costs which are not pre-authorised in advance.