Refund Policy

Last Updated: March 22, 2026

At Neon Nook, we take immense pride in the craftsmanship of our bespoke acrylic gifts. Because each item is custom-made in our Manchester studio specifically for you, our refund policy differs from standard off-the-shelf retail.

1. Personalised & Custom Items

In accordance with the UK Consumer Rights Act 2015, items that are made to a customer's specifications or are clearly personalised cannot be returned, cancelled, or refunded once production has begun, unless they are faulty or damaged.

Please double-check all spelling and photo quality before completing your order.

2. Damaged or Faulty Items

If your acrylic plaque or photo block arrives damaged, broken, or with a clear manufacturing defect, we will make it right immediately.

Notification: You must notify us via email at refunds@neonnook.co.uk within 48 hours of receiving your delivery.
Evidence: Please include your order number and clear photographs of the damaged item and the original packaging.
Resolution: Once verified, we will offer you a free replacement (shipped with priority) or a full refund to your original payment method.

3. Non-Personalised Items

For any non-customised items (such as generic accessories or gift cards), you have 14 days from the date of delivery to change your mind.

Items must be returned in their original, unused condition and packaging.
Return shipping costs for non-faulty items are the responsibility of the customer.

4. Cancellations

We move fast! Once an order is placed, it enters our design and production queue.

Window: Cancellations are only accepted within 2 hours of order placement.
After 2 hours, we may have already begun cutting or printing your bespoke acrylic piece, and a refund will no longer be possible.

5. What is NOT Covered

We cannot offer refunds or replacements for:

Customer Errors: Typos, incorrect dates, or low-resolution photos uploaded by the customer.
Minor Color Variations: Please note that colours may appear slightly different on a backlit screen compared to a physical printed acrylic surface.
Protective Film: Many of our products arrive with a cloudy protective film to prevent scratches. This is not a defect. Please peel it off to reveal the crystal-clear finish!

6. How to Start a Return/Refund

Contact us at refunds@neonnook.co.uk.
If your request is approved, we will provide instructions on where to send your item (if a return is required).
Items sent back to us without first requesting a return will not be accepted.