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Terms & Policy

The sale of products and services (“Products”) by SIA NEON UNDERGROUND, Reg. Nr. 40203305522, Lāčplēša street 112 – 2, Riga, Latvia (“NEON UNDERGROUND”), is subject to these terms and conditions (“Agreement”) regardless of other or additional terms or conditions that conflict or contradict this Agreement in any purchase order (“Order”).

1. Orders

All Orders are subject to acceptance by NEON UNDERGROUND. NEON UNDERGROUND reserves the right to allocate the sale of Products among its customers. Orders for special, custom, personalized Products specifically identified by NEON UNDERGROUND as nonstandard are non-cancelable and non-returnable. The Customer may not cancel or reschedule Orders for standard Products without NEON UNDERGROUND consent. The performance of any value-added service may void the manufacturer’s warranty and render products non-returnable. NEON UNDERGROUND reserves the right to cancel the customer’s order if the customer has not paid the invoice, the customer cannot be contacted on the specified contact phone number (or via social networks), and/or the customer has provided false or questionable information about himself.

1.1. Order cancellation after prepayment and before production start

If the Customer requests to cancel the Order after the advance payment has been made but before the production process has started, NEON UNDERGROUND reserves the right to retain a fixed design and administrative fee of £70 + VAT. This fee covers the work already performed, including but not limited to:

  • communication with the Customer,
  • preparation and revisions of design layouts,
  • project coordination and administrative processing.

The remaining amount of the advance payment, if any, will be refunded to the Customer.

1.2. Order cancellation after production start

Once the layout has been approved by the Customer and the Order has been submitted to production, the production process is considered to have started. From this moment, the Order becomes final and non-cancelable. The advance payment (70%) is strictly non-refundable, regardless of the reason for cancellation. This is due to the custom and personalized nature of the Product, as well as the costs incurred in materials, labor, and production planning. Delays in production caused by late feedback, delayed approvals, or lack of communication from the Customer do not constitute grounds for order cancellation or refund.

2. Prices

NEON UNDERGROUND quoted prices apply for 30 days or as otherwise stated in its quote. NEON UNDERGROUND may increase prices if NEON UNDERGROUND costs increase or other circumstances beyond NEON UNDERGROUND reasonable control. Prices are for Products only and do not include fees, shipping charges and duties imposed by any government authority. Customer is responsible for any additional fees and taxes.

3. Prepayment

Production is carried out only upon prepayment. Before the start of the manufacturing process, an advance payment of 70% of the price of the sign is made. After making the sign, the Customer is sent an invoice for the remaining amount – 30% of the price of the sign. In some cases, signing an agreement or letter of guarantee for payment of the postpaid invoice may be considered.

4. Production time

The countdown for production time starts from the moment the layout is confirmed.

5. Delivery and title

Delivery within the territory of the Republic of Latvia is free for Customer. Delivery to the United Kingdom is free on orders over £100. For other destinations, Customer is responsible for all shipping costs and any applicable surcharges. Title and risk of loss pass to Customer upon delivery of the Products to the carrier. NEON UNDERGROUND delivery dates are estimates only and NEON UNDERGROUND is not liable for delays in delivery. A delayed delivery of an Order does not entitle Customer to cancel the Order.

5.1. Customs, import duties and taxes

For deliveries outside the Republic of Latvia, the Customer (the recipient of the Products) is solely responsible for the customs clearance process in the country of destination, including the preparation and submission of any required customs declarations and documents. The Customer is also responsible for paying all customs duties, import VAT and other taxes, brokerage, handling and carrier fees, and any other additional charges imposed by customs authorities, carriers or other third parties in connection with the import of the Products. These charges are not included in the price of the Products or in the delivery cost, and may be payable before or upon delivery. NEON UNDERGROUND is not responsible for delays, storage, detention, return or confiscation of a shipment caused by the customs process, and such delays or additional charges do not entitle the Customer to cancel the Order or to a refund.

6. Acceptance of products and product returns

Customer must notify NEON UNDERGROUND in writing of any damage, shortage, or other discrepancy to Products within 14 days after delivery. After the 14th day Customer is deemed to have accepted the Products and may not revoke acceptance. Any claims submitted after this deadline will not be processed.

The claim for non-compliance of the goods with the terms of the contract is not valid if:

  1. repair of the product without consent of NEON UNDERGROUND has been detected;
  2. mechanical damage caused by Customer’s fault has been detected;
  3. damage caused by natural disasters (flood, storm, lightning strike, fire, earthquake) has been detected;
  4. the product has been used inappropriately for its purpose;
  5. a standard sign without moisture protection was exposed to the risk of water ingress due to the inaccuracy of Customer.

The customer has also the right to use the Right of Withdrawal/Refusal and refuse the product by breaking the distance purchase contract of the product within 14 days without giving a reason. If Customer refuse the product within the Right of Withdrawal period, NEON UNDERGROUND will refund all the money received from Customer, except for the costs of delivery.

Goods cannot be returned within 14 days under the Right of Withdrawal/Refusal if:

  1. mechanical damage caused by Customer’s fault has been detected;
  2. the product is identified as nonstandard (i.e., custom, personalized).

7. Limited warranty

Warranty for all neon LED signs made by NEON UNDERGROUND is up to 5 years, starting from delivery of goods. If during the warranty period the client finds and reports a breakdown of the goods, NEON UNDERGROUND has the option to (1) repair the Products (repair of Products under warranty can be made within 20 working days), (2) replace the Products at no cost to Customer; or (3) refund Customer’s purchase price. In case of a breakdown, Customer is responsible for the delivery of the sign back to NEON UNDERGROUND for further investigation and repairment; shipping costs are borne by Customer. The warranty is void if:

  1. repair of the product without consent of NEON UNDERGROUND has been detected;
  2. mechanical damage caused by Customer’s fault has been detected;
  3. damage caused by natural disasters (flood, storm, lightning strike, fire, earthquake) has been detected;
  4. the product has been used inappropriately for its purpose;
  5. standard sign without moisture protection was exposed to the risk of water ingress due to the inaccuracy of Customer.

If the power supply unit or dimmer was located in a hot room with no ventilation or near any kind of heat source due to the Customer’s fault which caused it to stop working, this is not considered a warranty case, as it refers to Clause 6(4).

Mild heating of the power supply unit during operation is a normal occurrence and does not indicate a defect. This does not fall under warranty cases.

8. Limitation of liability

  1. NEON UNDERGROUND is not liable for and Customer is not entitled to any indirect, special, incidental or consequential damages; for example, loss of profits or revenue, rework, injury to reputation, or loss of customers.
  2. NEON UNDERGROUND is not responsible for the message carried by the sign made according to the Customer’s sketch. Customer is responsible for the intellectual property of the content that he/she submits as a reference for the production of neon signs.
  3. The client is responsible for confirming the final layout. The confirmed layout is the final and only correct version of the manufactured sign.
  4. Unspecified items in the product specification are the responsibility of the Customer and not the manufacturer. For example, if the Customer was not informed that the organic glass thickness would be 4 mm, and the Customer did not inquire, then this is the responsibility of the Customer.

9. Product information

Product information, including information related to a Product’s specifications, can be found on the NEON UNDERGROUND website. NEON UNDERGROUND recommends Customer validate any Product Information before using or acting on such information. All Product information is subject to change without notice. NEON UNDERGROUND is not responsible for typographical or other errors or omissions in Product Information.

Before ordering the goods, Customer must familiarize himself with the technical characteristics of the goods, including:

  1. The sign has a power supply and wires by default. Color of the power supply and its wire is black. The wires on the sign itself are transparent with a silver sheen;
  2. The sign has Europlug by default;
  3. Each sign has a width, length and height. Width of organic glass is fixed for every sign – 0.5cm;
  4. The dimmer is installed only as an additional service and for an additional fee;
  5. Distancers are added to the Order pack only for an additional fee;
  6. Moisture protection is added only upon Customer request, as an additional service and for an additional fee. Without moisture protection, the sign should not be used in a humid environment, near or in water;
  7. Express production (during 5-6 working days) can be ordered upon Customer request, as an additional service and for an additional fee;
  8. The sign is made on the organic glass with glossy surface by default, which implies the fragility of the product. Namely, the sign must not be thrown, dropped or hit, nor heavy objects placed on it;
  9. Large signs, namely their plexiglass base, can become minimally curved due to installation features;
  10. The sign can be made on other materials instead of organic glass (e.g., wood, metal grid) only upon Customer request;
  11. The sign cannot be made on the materials provided by Customer;
  12. The color of the sign on the digital layout and visualizations may differ slightly from the real one due to the use of different settings on the monitor and distortion of photographs;
  13. The actual work may differ from the layout by several mm due to the fact that LED neon can slightly smooth out the sharp corners of the lines due to its increased flexibility.

10. Personal data processing and protection policy

The processing of personal data is carried out in order to realize the legitimate interests of NEON UNDERGROUND (carrying out commercial activities). Protection of personal data is implemented in accordance with the current regulatory enactments (regulations, laws) in the field of personal data processing. Personal data is not stored longer than it is necessary to fulfill the requirements of regulatory acts, respecting the legitimate interests of NEON UNDERGROUND. When circumstances arise when personal data processing/storage is not necessary – personal data is deleted.

11. Installation

Installation is an additional service provided by NEON UNDERGROUND, and for an additional negotiable fee. The fee may depend on the location, amount of work and the specifics of the installation. NEON UNDERGROUND is responsible for the installation services provided by NEON UNDERGROUND. NEON UNDERGROUND is not responsible for the installations that are led or organized by Customer. If during installation by third parties or Customer damage or breakage of the sign occurs, the warranty for the sign ceases to be valid and NEON UNDERGROUND is not obliged to repair the goods at his own expense.

12. Rent

Rentals are available for the residents of the Republic of Latvia only. When Customer rents a sign, he will have to ensure the sign is returned safely in its functional and proper shape and form. In case of damages to the rented light, Customer will have to pay for the damages done to the light. Damages are evaluated by the NEON UNDERGROUND representative. All items should be returned in the same or similar packaging.

13. Cookies and website analytics

Our website uses Google Analytics (provided by Google Ireland Limited) to understand how visitors use the site, which pages are viewed and how people find us, so that we can improve it. Analytics cookies (named _ga and _ga_*) are set only if you click “Accept” in the cookie banner. If you click “Decline” or ignore the banner, no analytics cookies are set and no analytics data is collected from your visit.

Analytics data is used in aggregated form for statistics and is not used to identify you personally. Data processed by Google Analytics is subject to Google’s privacy policy. Your choice is stored in your browser, and you can change or withdraw it at any time: change cookie settings. You can also delete cookies in your browser settings. Questions about personal data can be sent to the contact details on the Contacts page.

SIA Neon Underground
Reg. Nr. 40203305522
Legal address: Rīga, Lāčplēša iela 112 - 2, LV-1003

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