Returns Policy

Neons by Ciara act in accordance with the Consumer rights act 2015 allowing UK purchasers a cooling off period from the point of sale until 14 days after the item is received. Please note that this cooling off period only applies to Neon Signs that you have bought online from the Online Shop. This does not apply to any personalised signs or any fully customised signs.

Neon signs from the online Shop - entitled to refund (see refund procedures below) These are signs that have a pre-set shape/font/size and price. The only thing the customer can choose is the colour(s).

To organise a return and refund on any Online shop products purchased, please follow the following steps:

• The return period begins at the point of sale and ends 14 days after you have received the product(s). 
• Please contact us at neonsbyciara@gmail.com to let us know what products you wish to return and why. We will then send you full return instructions.
• Please note that in order to be eligible for a refund all products must be returned within 14 calendar days of the confirmed cancellation.
• Please ensure that the product(s) you wish to return are in their original condition with all packaging and any extras, example adaptors.

Return shipping costs:

• If your sign is faulty Neons by Ciara will cover the cost of return shipping.
• If you have simply changed your mind you will cover the cost of return shipping.

Personalised Signs from the online Shop - not entitled to a refund unless faulty

These are signs that are made to the customer's specifications such as the style / font / size / wording / colour / backing / extras / logos etc...

To organise the return and refund on any faulty Custom Signs please follow these steps:

• Please contact us at neonsbyciara@gmail.com to inform us you are requesting a return, attaching a short video of your sign as well as photos of the defect
• Please note that we require both a video and photo(s) for diagnostic and quality purposes.
• Once we have received all of the mentioned information we will be in touch to begin the return process.

Warranty

Neons by Ciara indoor products include a 12 month warranty which covers electrical components when used effectively. Neons by Ciara water resistant products include a 6 month warranty which covers electricity components when used effectively. The outcome for faulty signs will be dependent on the source of the fault after inspection and will be determined and agreed upon between Neons by Ciara and the purchaser.

Warranty Coverage for Hard Wired & Installed Signs

Neons by Ciara takes no responsibility for costs incurred when installing, reinstalling or uninstalling your sign. If your sign has been hardwired in by an electrician it is at our discretion to decide if the fault is covered under our 24 month warranty (indoor signs only).