Return policy
We are always happy to process returns providing the request is genuine and for the right reason. As online sellers, we have to accept returns in line with consumer legislation.
For details on our refund deadlines and policies, please refer to the information below. Please note that our policies differ between products and that payment options may vary from one Service to another. Please also note that we treat violations of our Terms and Conditions very seriously, and we have no obligation to offer refunds to users who violate these terms, even if their requests are made within the designated refund period. You must meet the following criteria for a Refund.
Neon Sparkle® Returns Policy
Neon Sparkle offers replacements for broken or faulty products only. Refunds are not available once an order has been processed. Neon Sparkle will make every effort to resolve the issue and may replace the product. The final resolution for faulty products, including replacements, is decided on a case-by-case basis depending on the source of the fault and is at the sole discretion of Neon Sparkle.
Neon Sparkle® Warranty
Neon Sparkle indoor and outdoor products include a two-year warranty that covers electrical components when used appropriately. Please be aware that Indoor Signs are not suitable for use outdoors or anywhere they might get wet. Inappropriate use will void the warranty. Resolution for faulty signs will be dependent on the source of the fault and will be determined between Neon Sparkle and the purchaser.
Warranty Coverage for hard-wired & Installed Signs
Neon Sparkle bears no responsibility for any costs incurred when installing and/or uninstalling your sign. If, in the unlikely event that your sign is experiencing a presumed fault, we will request photos and videos for diagnostic purposes and may require the sign to be sent back to us for replacement or repair. If you have chosen to have your sign installed and/or hardwired, Neon Sparkle takes no responsibility for any costs incurred due to uninstalling and/or re-installing your sign. If an electrician has hardwired in your sign, it is at our sole discretion to decide if the occurring fault is covered under our two-year warranty.
Neon Sparkle® Returns Procedure
- Please contact us at info@neon-sparkle.com to let us know which products you wish to return and why, attaching a short video of your sign as well as photos. Please note that we require both a video and photo(s) for diagnostic and quality purposes. If you cannot provide both a video and photo(s) of the problem, then our ability to rectify your issue will be limited. Once we have received all of the required information, we will contact you to try to resolve the issue.
- If a return has been agreed upon, please note that you must return the faulty product in its original condition with all its original packaging.
- If a return has been agreed upon, the faulty item must be returned for inspection by Neon Sparkle within 7 days of when you received the product.
- If a replacement has been agreed upon, Neon Sparkle will endeavor to produce and ship the replacement product to you as soon as possible.
Damaged in Transit
We recommend opening your Neon Sparkle parcel upon delivery. In the unlikely event that your sign has been damaged in transit, Neon Sparkle will ensure that a resolution is provided. Damage must be reported within 7 days of delivery of your Neon Sparkle sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date, which can be found by following the prompts in your tracking email.
If you believe your item has been damaged in transit and you are within the 14-day claim period, please send an email to your LED Neon Designer or info@neon-sparkle.com with all of the following:
- a clear photo of the damage to the sign,
- a clear photo of the box & any damage to the outer box,
- and a clear photo of the shipping label on the box.
Other returns:
- For all returns other than damaged, defective, or incorrectly-shipped items (see above), you will be responsible for the shipping charges to return the item(s).
- Suppose we provide a refund, Subject to the product being unused and unworn with all the original tags intact as at the time of receiving the product. The refund for any items will be at our sole discretion and will be subject to the approval of our inspection team.
- Once your return is received and inspected, we will email you that we have received your returned item.
- We will also notify you of the approval or rejection of your refund.
- If you are approved, we will notify you.
- Shipping back the item is handled by the customer
Before your parcel leaves our warehouse, it is thoroughly checked and controlled by our packing team. If you receive an item, which is damaged, please get in touch with us immediately. If your item is faulty (i.e., received damage or manufacturing fault), we can offer alternatives such as repair or exchanges. For more information, please get in touch with our Customer Care team. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a credit note if the item cannot be repaired or replaced.
TERMINATION WITHOUT REFUND
We reserve the right to terminate accounts without refund or prior notice if you violate our published Terms and conditions or become verbally abusive to our staff, other users of our site, or our associates. If such a user tries to resubscribe to our site, we reserve the right to terminate their account without a refund or prior notice and block their IP address.
Changes to this Refund Policy
At any time, we reserve the right to modify this Refund Policy. Such modifications will be communicated via our website. Additionally, you can obtain a current copy of our Refund Policy by contacting us via our contact us form.
This document was last updated on May 19, 2024