TERMS & CONDITIONS

By placing an order with Create Neon (“Create Neon,” “we,” “us,” or “our”), you (“you,” “the customer,” or “the purchaser”) agree to be bound by these Terms & Conditions. These Terms & Conditions apply to all products and services purchased from Create Neon through our website, by telephone, email, or through any other sales channel.

From here on, “you” refers to the customer or purchaser, and “we,” “us,” “our,” or “the supplier” refers to Create Neon.

1. PRICING AND TERMS

QUOTES

All custom orders are quoted based on the specifications, design, materials, size, lighting options, and other requirements discussed with the customer.

Changes requested by the customer after a quotation has been prepared may result in a change to the price. If changes affect the cost of your order, we will provide an updated quotation for your approval before proceeding.

All quotations and orders are subject to these Terms & Conditions. Placing an order, approving a quotation, or making payment constitutes acceptance of these Terms & Conditions.

PRICE

The price payable for the products you order and any applicable delivery charges will be stated in your quotation, invoice, or order confirmation.

We reserve the right to correct pricing errors or update prices before an order is confirmed. If a change to the price is required after your quotation has been issued but before production begins, we will notify you before proceeding.

For an instant quote on a text neon sign, visit our custom text neon sign maker tool. For a logo or design idea, send us your business logo neon sign here, and our team will provide a neon mockup and quotation, generally within 24 hours.

2. REQUESTING CUSTOMIZED LIGHTS

A. TERMS

Create Neon produces customized products according to the specifications approved by the customer. Your order will enter production once the required payment has been received and the quotation, design, or proof has been approved, as applicable.

Our acceptance of your order creates a binding agreement between you and Create Neon, subject to these Terms & Conditions and any applicable rights provided by Canadian law.

B. ORDERS

All custom orders will be set out in a quotation, invoice, design proof, or order confirmation. The customer is responsible for carefully reviewing all details before approving the order.

This includes, but is not limited to:

* Spelling and wording;
* Logo or artwork;
* Dimensions;
* Colours;
* Font or design style;
* Lighting colour;
* Mounting requirements;
* Electrical specifications; and
* Any other details shown on the approved design or quotation.

Once a custom order has entered production, changes may not be possible or may result in additional costs and production delays.

Approval of the quotation, design proof, or invoice and payment for the order confirms that the customer has reviewed and accepted the applicable order details and these Terms & Conditions.

C. HANDCRAFTED PRODUCTS AND DESIGN

Our LED neon signs and illuminated products are custom-made and may be handcrafted. Because of the manufacturing process and materials used, minor variations may occur between the approved design, digital mockup, and finished product.

Colours displayed on our website, computer screens, mobile devices, or design proofs may vary from the final product due to screen settings, lighting conditions, photography, materials, and other environmental factors.

Due to manufacturing tolerances and the handcrafted nature of LED neon products, actual dimensions may vary slightly from the dimensions shown in a quotation or digital design. Where reasonably necessary for manufacturing, minor adjustments may be made to ensure the structural integrity and proper construction of the product.

By approving a custom design, you acknowledge that reasonable variations in dimensions, positioning, colour, brightness, materials, and visual appearance may occur.

D. COPYRIGHTED AND SUPPLIED DESIGNS

It is the customer’s responsibility to ensure that they have the necessary permission, authorization, licence, or other legal rights to use any copyrighted, trademarked, licensed, or otherwise protected material, logo, artwork, image, or design supplied to Create Neon.

By submitting artwork or a logo to us, you represent that you have the right to provide and use that material for the requested purpose.

Create Neon is not responsible for claims arising from the customer’s unauthorized use of third-party intellectual property.

E. DESIGNS CREATED BY US

Unless otherwise agreed in writing, design concepts, artwork, layouts, mockups, and other original materials created by Create Neon remain our intellectual property.

You may use an approved design solely for the purpose for which it was created and in connection with your purchase from Create Neon.

Our designs may not be copied, reproduced, modified, distributed, resold, or used for manufacturing by another supplier without our prior written permission, except where otherwise required or permitted by applicable law.

F. USE OF COMPLETED PROJECTS

We may occasionally use photographs or examples of completed custom LED neon signs and illuminated products in our website, portfolio, marketing materials, social media, advertisements, exhibitions, or presentations.

If you do not want your completed product or business identity to be used for promotional purposes, please contact us and clearly request that your project remain private. We will respect such requests subject to any prior use or legal requirements.

G. RETURNS AND CUSTOM PRODUCTS

Custom signs and personalized illuminated products are manufactured specifically according to the customer’s approved specifications.

Because customized products are made specifically for an individual customer, they may not be eligible for return or refund solely because the customer changes their mind or no longer requires the product.

However, nothing in these Terms & Conditions is intended to exclude, restrict, or limit any rights or remedies that cannot legally be excluded, restricted, or limited under applicable Canadian consumer protection laws.

If you receive a product that is defective, damaged in transit, or materially different from the approved order, please contact us as soon as reasonably possible so that we can review the issue and determine the appropriate solution.

H. AVAILABILITY

Occasionally, stock shortages, material shortages, supplier delays, or other availability issues may occur between the time an order is quoted and the time production begins.

If a required material or component becomes unavailable, we will notify you as soon as reasonably possible and may offer a suitable alternative.

If an alternative affects the price or specifications of the order, we will notify you before proceeding with the change.

If a portion of an order is affected by an availability issue, the remaining portion of the order may continue where reasonably possible.

Create Neon will not be responsible for losses caused by circumstances outside our reasonable control, subject to applicable law.

Any customer-requested changes to an order may result in a revised quotation. A revised quotation or order confirmation may supersede an earlier quotation where expressly stated.

I. PRODUCTION TIME

Our standard design and production process generally requires approximately 1–2 business days for initial design or mockup preparation. More complex projects or periods of high demand may require additional time.

Once your quotation, design, and payment requirements have been completed, we will provide an estimated production or completion timeframe.

Production and delivery times are estimates and are not guaranteed dates unless expressly agreed otherwise in writing.

Delays may occur due to design revisions, customer response times, material availability, production requirements, shipping delays, customs processing, weather, carrier issues, or other circumstances outside our reasonable control.

Failure by the customer to provide requested information, approve a design, or respond to our team in a timely manner may delay production or delivery.

J. CANCELLATIONS AND REFUNDS

Because custom products are manufactured specifically according to the customer’s approved specifications, cancellation may not be possible once production has started.

If you wish to cancel an order, please contact us as soon as possible. We will review the status of the order and determine whether cancellation is possible.

If production has already started or materials have been purchased specifically for your order, cancellation may not be available.

Nothing in these Terms & Conditions limits any cancellation, refund, warranty, or other consumer rights that cannot legally be excluded under applicable Canadian law.

K. COLOURS

Colours displayed on our website, digital mockups, photographs, and customer devices are intended as representations only.

Actual colours may vary due to screen settings, lighting conditions, photography, materials, manufacturing processes, and the surrounding environment.

Minor variations between a digital representation and the finished product do not necessarily constitute a manufacturing defect.

L. TITLE

Where permitted by applicable law, ownership of the products will remain with Create Neon until payment for the applicable order has been received in full.

Once full payment has been received and the product has been delivered, ownership will transfer to the customer, subject to any applicable legal rights or obligations.

3. REFUNDS, DEFECTS AND RETURNS OF PRODUCTS PURCHASED DIRECTLY FROM THE WEBSITE

RETURNS AND EXCHANGES

Custom-made and personalized products are manufactured according to the specifications approved by the customer and may not be eligible for return or exchange solely because the customer changes their mind.

If your product arrives damaged, contains a manufacturing defect, or does not materially conform to the approved order, please contact us promptly with photographs and details of the issue.

We will review the claim and, where appropriate, repair, replace, or otherwise resolve the issue in accordance with our warranty and applicable Canadian consumer protection laws.

B. CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible.

Cancellation requests will be reviewed based on the production status of the order. Once a customized product has entered production, cancellation may not be possible.

Please contact us if you have any concerns or problems with your order so that we can review the matter.

4. DELIVERY

Orders are shipped using reputable delivery and courier services. Where applicable, shipments may include tracking information and shipping coverage provided by the carrier.

Once your order has been dispatched, you will generally receive tracking information by email or through the contact information provided with your order.

If a package is delayed, lost, or damaged during transportation, please contact us as soon as possible so that we can assist with the applicable carrier claim or resolution.

If you are unavailable when delivery is attempted, the courier may leave a delivery notice or make another delivery attempt in accordance with the courier’s policies.

A. GOODS DELIVERY HANDLING RESPONSIBILITY

The customer is responsible for ensuring that an appropriate person is available to receive the delivered products where required.

The customer should also ensure that suitable equipment, assistance, and personnel are available for unloading or moving large or heavy products at the delivery location.

Delivery drivers and courier personnel are generally not required to provide installation, unloading, mounting, or installation assistance beyond the carrier’s standard delivery service.

B. DELAYS BEYOND OUR CONTROL

Delivery or production delays may occur because of circumstances beyond our reasonable control, including severe weather, transportation disruptions, strikes, labour disputes, customs delays, carrier disruptions, natural disasters, government restrictions, supply shortages, or other unforeseen events.

Where such a delay occurs, we will make reasonable efforts to keep you informed and to complete your order as soon as reasonably possible.

5. INTERNATIONAL DELIVERIES

Create Neon serves customers in Canada and internationally.

International shipments may be delivered through reputable courier companies such as FedEx, DHL, or other available carriers.

We offer free worldwide shipping on qualifying orders, subject to the applicable terms of the order.

International orders may be subject to customs clearance procedures, import requirements, duties, taxes, brokerage fees, or other charges imposed by the destination country.

Unless expressly stated otherwise in your quotation or order confirmation, the customer is responsible for any customs duties, import taxes, brokerage charges, or other destination-country charges that may apply to an international shipment.

Delivery times for international orders are estimates and may vary depending on the destination, production requirements, carrier schedules, customs processing, weather, and other circumstances.

Some products may be manufactured or shipped from our production facility in Hong Kong or from another production or fulfilment location used by Create Neon.

6. WARRANTY

We aim to provide high-quality products manufactured according to the approved specifications.

Our products are covered by the applicable Create Neon warranty provided with your order, subject to the warranty terms and exclusions.

The warranty does not cover damage caused by improper installation, unauthorized modification, misuse, negligence, accidents, vandalism, theft, improper maintenance, electrical issues outside the product’s specifications, or other damage resulting from circumstances outside normal intended use.

The warranty may also be affected if the customer or an unauthorized third party modifies the product, wiring, electrical components, or structure without our prior written approval.

If you believe that your product has a manufacturing defect covered by the applicable warranty, please contact us with your order information and photographs or other relevant details.

Where a valid warranty claim is confirmed, Create Neon may, at its discretion and subject to applicable law and the applicable warranty terms, repair or replace the defective component or product with a product of comparable style and value.

A. WARRANTY EXCLUSIONS

The warranty does not cover damage resulting from:

* Negligence;
* Accidents;
* Theft;
* Vandalism;
* Improper installation;
* Unauthorized modifications;
* Improper maintenance;
* Misuse;
* Electrical conditions outside the product specifications;
* Exposure to harmful, corrosive, chemical, or other destructive conditions;
* Improper storage;
* Physical damage caused after delivery; or
* Failure to follow the provided installation, care, or operating instructions.

For outdoor products, the customer is responsible for ensuring that the product is installed in an appropriate location and in accordance with the applicable product specifications and installation instructions.

The warranty may not cover operation outside the environmental or temperature conditions specified for the applicable product.

B. LIABILITY

To the maximum extent permitted by applicable law, Create Neon will not be responsible for indirect, incidental, special, consequential, or economic losses arising from the use of our products or from production or delivery delays.

Nothing in these Terms & Conditions is intended to exclude or limit liability or consumer rights that cannot legally be excluded or limited under applicable Canadian law.

7. GOVERNING LAW

These Terms & Conditions and any agreement between you and Create Neon will be governed by the laws applicable in the Province of British Columbia and the applicable laws of Canada.

Subject to any mandatory consumer protection rights or other legal requirements that apply to you, disputes arising from these Terms & Conditions will be subject to the applicable courts of British Columbia, Canada.

A. CONFIDENTIALITY

Information provided by either party that is reasonably understood to be confidential will be treated as confidential and will not be disclosed to third parties except where disclosure is required or permitted by law, necessary to provide the products or Services, or otherwise authorized by the relevant party.

Confidentiality obligations will continue after the completion or termination of the business relationship to the extent required by applicable law or the nature of the confidential information.

B. INTELLECTUAL PROPERTY

All intellectual property associated with Create Neon, including our brand, website content, designs, processes, photographs, graphics, written materials, marketing materials, systems, and other business materials, remains the property of Create Neon or its applicable licensors.

Customers do not receive ownership of our intellectual property merely by purchasing a product or Service from us.

You may not copy, reproduce, distribute, modify, sell, license, or otherwise use our intellectual property without our prior written authorization, except where such use is permitted by applicable law.

C. ENTIRE AGREEMENT

These Terms & Conditions, together with the applicable quotation, invoice, approved design, order confirmation, warranty terms, and other written agreements between you and Create Neon, constitute the agreement relating to the products and Services purchased from us.

(a) These Terms & Conditions apply to products and Services provided by Create Neon unless a separate written agreement expressly states otherwise.

(b) By placing an order, approving a quotation or design, or making payment, you acknowledge that you have reviewed and accepted these Terms & Conditions.

(c) Any correspondence and documentation relating to an order may be provided in English unless otherwise agreed.

(d) If a translated version of these Terms & Conditions is provided and there is any inconsistency between the translated version and the English version, the English version will govern to the extent permitted by applicable law.

CreateNeon.ca – Canada – Lighten Up Your World