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Returns and Refunds

1. Introduction

This Returns & Refunds Policy applies to all orders placed on www.neonstore.co and is operated by Bluestone Media Group Pty Ltd and Bluestone Media Group BV. It forms part of our overall Terms and Conditions.

We want you to be completely satisfied with your purchase. Please read this Policy carefully, as different rules apply to custom-made and pre-made products.

2. Pre-Made Products

2.1 Standard Returns

If you are not satisfied with a pre-made product for any reason, you may return it within 30 days of delivery for a refund or exchange, subject to the following conditions:

  • The product must be unused and in its original packaging.

  • You must contact us at info@neonstore.co before returning any item to obtain a Return Merchandise Authorisation (RMA) number.

  • Return shipping costs are the customer's responsibility unless the return is due to our error or a faulty product.

  • Refunds are processed to your original payment method within 10 business days of receiving the returned item.

2.2 EU/UK Statutory Right of Withdrawal

If you are an EU or UK customer purchasing online, you have the right to withdraw from the contract within 14 days of receiving the product, without giving any reason (the "Withdrawal Period"). To exercise this right:

  • Notify us before the Withdrawal Period expires by emailing info@neonstore.co with your order number and a clear statement of your decision to withdraw.

  • Return the product within 14 days of notifying us.

  • We will refund the full purchase price, including standard outbound shipping costs, within 14 days of receiving the returned product or proof of return shipment (whichever is earlier).

  • Return shipping costs are your responsibility unless the product is faulty or not as described.

3. Custom-Made Products

3.1 General Rule

Custom-made products are manufactured to your individual specifications following your written approval of a Design Proof. Due to their bespoke nature, custom products are generally non-returnable and non-refundable unless they are:

  • Faulty or defective (see Section 5 — Faulty or Damaged Products); or

  • Materially different from the approved Design Proof.

We strongly encourage you to review your Design Proof carefully before approving production. We cannot accept returns or issue refunds where the product has been produced in accordance with your approved Design Proof.

3.2 EU/UK Right of Withdrawal — Custom Products

Under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013, the 14-day right of withdrawal does not apply to goods that are clearly personalised or made to the consumer's specifications. By approving your Design Proof and authorising production, you acknowledge that your custom product is exempt from the right of withdrawal.

4. Order Cancellations

4.1 Pre-Made Products

You may cancel a pre-made product order at any time before dispatch for a full refund. Once dispatched, our standard returns process (Section 2) applies.

4.2 Custom Products

You may cancel a custom order within 24 hours of placing it, before any design work has commenced, for a full refund. After design work or production has commenced:

  • If cancelled before production is complete: a partial refund may be issued reflecting costs already incurred for design and materials.

  • If cancelled after production is complete: no refund is available, as the product has been manufactured specifically for you.

To cancel an order, contact us immediately at info@neonstore.co with your order number.

5. Faulty or Damaged Products

5.1 How to Report

If your product arrives damaged or develops a fault within the warranty period (12 months from delivery), please contact us at info@neonstore.co as soon as possible with:

  • Your order number.

  • A clear description of the fault or damage.

  • Photographs clearly showing the fault and (for transit damage) the outer packaging.

For transit damage, please report within 48 hours of delivery. For product faults, please report as soon as the fault is discovered within the warranty period.

5.2 Our Response

Upon assessing your claim, we will, at our discretion:

  • Repair the product;

  • Send a replacement product; or

  • Issue a full or partial refund.

We will cover return shipping costs for faulty or incorrectly supplied products.

6. Refund Processing

Approved refunds are processed to your original payment method. Typical processing times:

  • Credit/debit card refunds: 5–10 business days (depending on your card provider).

  • PayPal refunds: 3–5 business days.

  • Shop Pay / other payment methods: as per the provider's processing times.

If you have not received your refund within the above timeframe, please check with your bank or payment provider before contacting us.

7. Non-Returnable Items

The following items cannot be returned or refunded (except where faulty):

  • Custom-made products produced in accordance with an approved Design Proof.

  • Products that have been installed or modified after delivery.

  • Products returned without prior authorisation (RMA number).

  • Products returned in a used, damaged, or incomplete condition caused by the customer.

8. Your Statutory Rights

Nothing in this Policy limits your statutory rights under applicable law. In particular:

  • Australia: The Australian Consumer Law guarantees cannot be excluded. If a product has a major failure, you are entitled to choose a refund, replacement, or compensation for the drop in value. If the failure is minor, we are entitled to repair the product.

  • EU (including Netherlands): You have a 2-year statutory guarantee under EU law. Defective products reported within 12 months of delivery are presumed to have been defective at the time of delivery.

  • United Kingdom: Your rights under the Consumer Rights Act 2015 apply in addition to this Policy.

  • United States: Implied warranties under your state's law may apply. Some states do not allow limitation of implied warranties; if you are in such a state, those limitations do not apply to you.

9. Contact Us

To initiate a return, cancellation, or refund, or for any queries about this Policy, please contact us:

Email: info@neonstore.co

Website: www.neonstore.co

We aim to respond to all enquiries within 2 business days.