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Returns and cancellations
We make our signs after an order is placed, including 5V USB designs, unless the product is explicitly marked as in stock. Return eligibility depends on whether the sign is personalised, not simply on when it is made.
Personalised signs
Signs made to your individual specifications, such as your own wording, name, logo or artwork, are not eligible for change-of-mind returns. This does not affect your rights if an item is faulty, damaged or does not match your order.
Standard designs and stock products
For eligible non-personalised products, including items marked as in stock, notify us within 14 days of delivery if you wish to return them. Statutory withdrawal rights for standard, non-personalised goods also apply when they are made after your order or selected from standard catalogue options.
How to arrange a return
Contact support@theartneon.com with your order number before sending anything back. We will provide the correct return address and packing instructions. Our registered company address is not an automatic return address.
For a statutory withdrawal, send a clear cancellation notice within the 14-day period, then return the goods within 14 days of that notice. Your right to withdraw does not depend on our prior approval.
Pack the item securely, using the original packaging where possible, and include its accessories. You may inspect it as you would in a shop. Handling beyond what is needed to check its condition and function may result in a deduction for the actual loss in value. Removing protective film does not automatically cancel your rights.
Return costs and refunds
For an eligible change-of-mind return, you pay the direct return cost where this was disclosed before purchase. We arrange and cover any necessary return for a confirmed faulty or incorrectly supplied item.
For a statutory withdrawal, we refund the product price and any standard delivery charge within 14 days of your notice, using the original payment method. We may wait until the goods arrive back or you provide proof of return, whichever happens first. The extra cost of an optional Express service is not refundable under a change-of-mind withdrawal. No automatic restocking fee applies.
Changes before production
Contact us as soon as possible if you need to change or cancel an order. For personalised signs, we will check what is still possible at the current production stage. This does not limit statutory cancellation rights for eligible goods.
Damage, faults or a wrong item
Let us know as soon as possible, preferably within 72 hours of delivery, if your order arrives damaged or incomplete. Send your order number and clear photos of the item, packaging and shipping label to support@theartneon.com. The 72-hour request does not limit your statutory rights.
Your sign and its supplied accessories have a two-year warranty from delivery when used as instructed. See our Warranty and Claims page. Your statutory rights remain unchanged.