Returns under Consumer Contract regulations when company is in China?

shaun_from_Africa

tonyhender said:

No refund if custom made

Absolute rubbish as usual.
No refunds for a change of mind but legally entitled to a full refund if the goods are not as described.
Maybe you missed this:

ashe said:

• They've ignored all refund requests and recently sent him what they said were "proofs" of his finished product, but the spec didnt match up to what he ordered in terms of shape, size and colours. He pointed this out and again asked for a refund. They ignored this and offered to pay the import charges,

ashe

shaun_from_Africa said:

tonyhender said:

No refund if custom made

Absolute rubbish as usual.
No refunds for a change of mind but legally entitled to a full refund if the goods are not as described.
Maybe you missed this:

ashe said:

• They've ignored all refund requests and recently sent him what they said were "proofs" of his finished product, but the spec didnt match up to what he ordered in terms of shape, size and colours. He pointed this out and again asked for a refund. They ignored this and offered to pay the import charges,

Yes, plus if the item is not literally custom made I.e drop down options for colour size etc then that doesn’t count as bespoke as another customer will select the same items. If it was made to measure then yes. 

The colours were wrong, the supposedly clear backing is opaque and he asked for square full size cut out shape and they cut it out in the shape of the image instead, on the site they make them look great, and on all their ads they look the business but obviously they make special ones for the Influencers 

Supersonos

ashe said:

"All our pieces are made by hand to order, meaning each one is as unique as you!

We can only accept returns/refunds on faulty items, and can not accept returns due to change of mind unfortunately, as all pieces are one off made to order. All sales are final once placed on site."

tonyhender said:

No refund if custom made

They're not custom made, they're made to order.  There's a difference.

If made to order, the company can't refuse a refund.

In the company's FAQs, they say "Do you ship to outside the UK?"  The answer is "Yes, we can ship all over the world!"  To me, that's a confirmation that they are placing themselves as UK based.  Plus a UK phone number, GBP payments... If they're not UK, I'm don't blame the OP for being duped.

custardy

shaun_from_Africa said:

They don't seem to mention where they are based but there is this:

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.

https://neonbeach.com/9584181329/checkouts/475d1e1272694c6e4c8cf595f356852d?discount=+
(click on terms of service at the bottom)

In their 'our story' section they state they are designed in their London office.
However the lack of an address would have me wary of ordering.
The rest of the site screams UK based to be fair to the OP

ashe

To be clear it’s OP’s friend  I had seen the site but I always check trust-pilot, but saw a friend posting about his order so shared the details of what I had seen and it escalated from there. 

Aroundincircles

Hi, just stumbled upon this as I have exactly the same problem with this company.  I am trying to cancel the order to no avail! Did you get any further with this problem?  Did the product ever arrive??

ashe

Aroundincircles said:

Hi, just stumbled upon this as I have exactly the same problem with this company.  I am trying to cancel the order to no avail! Did you get any further with this problem?  Did the product ever arrive??

Product arrived but poor quality and cost was high 

he ended up raising a chargeback as goods not as described - the config options were all wrong - which the company resisted but eventually relented and he wound up with the product and the refund as a result. It was neon signs and they had exposed wires so he had to make them safe but luckily 
he is quite handy and was able to fit safe transformers and redo wiring but not something you expect after paying a few hundred quid 

company couldn’t try and harder to fob him off but he kept at it with card company 

pmduk

Fortunately, he's had valuable lessons without losing money. 

Aroundincircles

Thanks.  Sounds like I'm going to have a lengthy fight on my hands.

dobbly

I have the same problem with this company. I ordered a sign in November 2020, still not arrived. I've emailed several times and they have refused to give a refund, stating UK supplier issues. Apparently the order has been transferred to their international operation & will be fulfilled but they can't say when. Any suggestions how I can pursue a refund? Or would it be better to ask my bank as I paid on credit card?