Thank you for shopping at Neon Terra. We take pride in the quality of our neon lights and wooden world maps. Since our company is based in the United Kingdom, our policy complies with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations.

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Please read the following carefully to understand your rights regarding returns, refunds, and cancellations.

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1. Right to Cancel (Standard Products)

 

Under the UK Consumer Contracts Regulations, you have the right to cancel your order for standard (non-customised) items within 14 days of receiving the goods without giving any reason.

• Cooling-off Period: You must notify us of your decision to cancel within 14 days of delivery.

• Returning the Item: Once you have notified us, you have another 14 days to return the goods to us.

• Condition: The item must be unused, in its original packaging, and in a resellable condition.

 

2. Exceptions / Non-Returnable Items

 

Please note that the right to cancel does not apply to the following items:

• Custom-Made Neon Signs: Goods that are made to your specifications or are clearly personalised (e.g., a neon sign with your name, logo, or custom text). These cannot be returned unless they are faulty.

• Used/Installed Products: Wooden maps or neon signs that have been mounted on the wall. Once the double-sided tape or mounting kit has been used, the item is considered "used" and cannot be returned for a change of mind.

 

3. Damaged or Faulty Items

 

We pack our neon lights and wooden maps with extreme care. However, accidents can happen during transit.

• Inspection: Please inspect your order immediately upon receipt.

• Reporting Damages: If your item arrives damaged or defective, please contact us at support@neonterra.com as soon as possible (ideally within 48 hours) with clear photos of the damage and the packaging.

• Resolution: For valid claims of damage or manufacturing faults, we will offer a replacement, a repair, or a full refund, including delivery charges.

 

4. How to Return an Item

 

To initiate a return for a standard product:

1. Contact us at support@neonterra.com with your order number and reason for the return.

2. We will provide you with the correct UK return address and instructions.

3. Please ensure the item is securely packaged to prevent damage during transit. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

 

5. Shipping Costs

 

• Change of Mind: If you are returning a standard item because you changed your mind, you are responsible for the cost of returning the goods to us. Original shipping costs are refundable at the standard delivery rate (if you chose express delivery, the difference is not refunded).

• Faulty/Damaged Items: Neon Terra will cover the shipping costs for returning defective items or sending replacements.

 

6. Refunds

 

Once your return is received and inspected:

• We will send you an email to notify you that we have received your returned item.

• If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days of us receiving the goods back.

 

7. Warranty on Neon Signs

 

All our neon signs come with a standard 12-month manufacturer warranty covering electrical faults. This warranty does not cover damage caused by improper installation or physical damage/misuse by the customer.

 

Contact Us

 

If you have any questions about our Returns and Refunds Policy, please contact us:

• Email: support@neonterra.com