Last updated: 23 June 2026
Overview
This Refund and Returns Policy applies to purchases from neonperso.com, operated by AK Sales Solutions Ltd (company number 15885829), registered office 9 Cringle Drive, Cheadle, England, SK8 1JH. It should be read together with our Terms and Conditions. Nothing in this policy affects your statutory rights.
Custom and personalised items
Most of our products are custom-made or personalised to your specification (for example bespoke text, colours, sizes or designs). Because these items are made specifically for you, they are exempt from the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This means custom or personalised items cannot be returned or refunded simply because you have changed your mind.
Please check all details carefully before approving your order or design proof, as we produce your item based on the information you supply.
Faulty, damaged or incorrect items
Your statutory rights under the Consumer Rights Act 2015 always apply. If your item arrives faulty, damaged, or not as described, please contact us at info@neonperso.com within 48 hours of delivery, quoting your order number and including clear photographs of the issue and packaging.
Once we have confirmed the fault or damage, we will, at our discretion, repair, replace or refund the affected item at no cost to you. We may ask you to return the item, and we will cover reasonable return postage for confirmed faulty or damaged goods.
Standard (non-personalised) items
If you purchase a standard, non-personalised item, you may cancel and return it within 14 days of receiving it. To be eligible, the item must be unused, in its original condition and in its original packaging, and you must provide proof of purchase.
For change-of-mind returns of standard items, the cost of return postage is the customer’s responsibility. We recommend using a tracked service, as we cannot be responsible for items lost in transit back to us.
How to request a return or refund
To start a return or request a refund, email us at info@neonperso.com with your order number and the reason for your request. Please do not send items back before contacting us, so we can confirm the correct return process and address.
Refunds
Once we have received and inspected your returned item (where a return is required), we will notify you of the outcome by email. If your refund is approved, it will be processed to your original payment method, normally within 14 days. Refunds cover the price of the eligible goods; original delivery charges are refunded only where the item was faulty, damaged or not as described.
Exchanges
We only replace items if they are faulty or damaged. If you need a replacement for a confirmed faulty or damaged item, please contact us at info@neonperso.com.
Contact and company details
- Company: AK Sales Solutions Ltd
- Trading as: Neon Perso (neonperso.com)
- Registered office: 9 Cringle Drive, Cheadle, England, SK8 1JH
- Company number: 15885829
- Email: info@neonperso.com