THE NEON COMPANY

The Neon Company (“we” and “us”) is the operator of (https://theneoncompany.uk). By placing an order through The Neon Companyyou will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1.GENERAL

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2.SHIPPING COSTS

Shipping costs are worldwide free. All the product prices on our website are including free shipping.

3.RETURNS

3.1 Return Due To Change Of Mind

Customised products cannot be cancelled by the customer, only when confirmed in advance production by The Neon Company. Customised products include all quote & configurator orders.

However, for our basic products in the webshop, it is possible to return your product.
Returns will be paid for at the customer’s expense and transport must be arranged by yourself.

Once returns are received and accepted, refunds will be processed into a credit for a future purchase. We will notify you via email once this has been completed.

The Neon Company will refund the value of the returned goods, but will NOT refund the value of any shipping costs paid.

3.2 Warranty Returns
The Neon Company will honour all valid warranty claims of basic products (not bespoke products), provided a claim is made within 14 days of receipt of the items.
Customers will have to pay for the return in advance, but we will refund you after a successful warranty claim.
After returning the items, you can expect The Neon Company to handle your warranty claim within 7 days.
Once the warranty claim is confirmed, you will be given a choice between:
(a) a refund to your payment method
(b) a refund in shop credit
(c) a replacement item (if in stock)

4. DELIVERY TERMS

4.1 Transit Time Domestically
In general, domestic shipments are in transit for 14-21 days.

4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 14 – 21 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order

Our warehouse operates on Monday – Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping
The Neon Company will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. TRACKING NOTIFICATIONS

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. PARCELS DAMAGED IN TRANSIT

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. DUTIES & TAXES

7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and The Neon Company encourage you to be aware of these potential costs before placing an order with us.

If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to The Neon Company at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8.CANCELLATIONS

If you change your mind to change or cancel the customisation options of your order, this must be indicated within 24 hours of agreement, before production of the Neon Sign has begun. If an order is already in production, changes and cancellations are no longer possible.

9.INSURANCE

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10.CUSTOMER SERVICE

For all customer service enquiries, please email us at info@theneoncompany.uk