Terms of service

1. About us

This store is operated by Neon Egg (“we”, “us”, “our”).
Trading website: neonegg.com and store.neonegg.com
Email: hello@neonegg.com
Business address: Unit 11 Saunders Drive, Cowes, Isle of Wight. PO31 8HU. UK
VAT number: GB348956641
EORI number: GB070354239000

2. Products

We design and build guitar pedals, including the Neon Egg Planetarium 3. Product images and descriptions are for guidance; small variations may occur (e.g., finish, components). 

3. Pricing & taxes

  • Prices are shown in GBP.

  • For UK customers, VAT is added at checkout.

  • For customers outside the UK, local taxes and import duties may be charged. Where available we offer landed cost (DDP) at checkout so taxes/duties are collected upfront.

4. Orders, pre-orders & availability

  • Your order is accepted when we email the order confirmation.

  • If stock is unavailable, we may offer pre-orders. Pre-order shipping timeframes are estimates and may change; we’ll keep you updated and you may cancel for a full refund any time before dispatch.

  • We may decline or cancel an order (e.g., suspected fraud, pricing error, legal restrictions). Any payments received will be refunded.

5. Shipping & handling

  • Handling time: Orders normally dispatch within 3 business days.

  • Shipping options and costs are shown at checkout. We typically ship with UPS and/or DHL.

  • International shipments:

    • DDP (Delivered Duty Paid): If offered and selected, we collect duties/taxes at checkout and pay the carrier on your behalf. You should not be charged again on delivery.

    • DAP (Delivered At Place): If DDP isn’t available for your destination, local taxes/duties and brokerage may be collected by the carrier on delivery.

  • Risk in the goods passes to you on delivery. Please inspect parcels on arrival and notify us within 48 hours of any damage or shortage.

6. Returns, cancellations & refunds

  • Change of mind (consumers): If you are purchasing as a consumer, you may have a legal right to cancel within 14 days of delivery. To cancel, email us at hello@neonegg.com with your order number. Items must be returned in original condition and packaging. You are responsible for return shipping and risk until received.

  • Faulty or not as described: If an item is faulty or misdescribed, contact us and we’ll arrange repair, replacement, or refund as appropriate.

  • How refunds are made: Refunds are issued to the original payment method once returns are received and inspected.

  • Exclusions: Returns may be refused for items damaged by misuse, modification, or incorrect power supplies.

7. Warranty

If you have any issue with your pedal within the first 2 years after purchase, just get in touch at hello@neonegg.com and we will send you a shipping label and sort it at no cost to you.

After 2 years (or within 2 years if the problem was clearly caused by you doing something stupid) we will still fix it for free, but you will have to cover the cost of postage. 

8. Payments & instalments

We accept Shopify Payments (major cards). Klarna Pay in 3 and PayPal Pay in 3 may be available to eligible customers; these services are provided by their respective lenders and are subject to their terms and approvals. Late or missing payments may affect your credit. Questions about instalments should be directed to Klarna or PayPal.

9. Customs & export

You’re responsible for ensuring the product can be lawfully imported into your country and for complying with local laws. We may be unable to ship to certain destinations or addresses (e.g., PO Boxes or embargoed regions).

10. Intellectual property

All designs, product names, site content, photos, and artwork are owned by Neon Egg. You may not copy or use them without permission.

11. Limitation of liability

Nothing in these terms limits liability where it would be unlawful to do so (including for death or personal injury caused by negligence, or for fraud). Subject to that, our total liability for any claim arising out of your order shall not exceed the price paid for the product giving rise to the claim. We are not liable for indirect or consequential losses (e.g., lost gigs, studio time).

12. Personal data

We handle your personal data in accordance with our Privacy Policy (see the link in our store footer). This covers how we process data for orders, fulfilment, and customer support.

13. Changes to these terms

We may update these terms from time to time. The version posted at the time you place your order will apply to that order.

14. Contact

Questions about the Terms should be sent to hello@neonegg.com.
Postal correspondence: [Unit 11 Saunders Drive, Cowes, Isle of Wight. PO318HU. UK

15. Governing law

These terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the courts of England (or the non-exclusive jurisdiction for consumers, allowing you to bring claims in your local courts where required by law).