Emirates Neons

TERMS OF SERVICE

Custom LED Neon Signs & Acrylic Business Signage

Effective Date: May,2026  |  www.emiratesneons.com

BINDING AGREEMENT By placing an order with Emirates Neons — through our website, WhatsApp, email, or any other channel — you confirm that you have read, understood, and unconditionally agreed to these Terms of Service in their entirety, along with our Refund Policy and Privacy Policy. These Terms form a legally binding contract between you and Emirates Neons. If you do not agree to any part of these Terms, do not place an order or use our services.

 

1. ABOUT US

Emirates Neons ("we," "us," "our") is a custom signage manufacturer producing LED neon flex signs and acrylic dimensional letter signs. We operate internationally, shipping to the USA, Canada, Europe, and other regions via FedEx Express.

Email: info@emiratesneons.com   |   Phone / WhatsApp: +1-313-787-5343   |   Website: www.emiratesneons.com

"You" refers to any individual or entity placing an order, browsing our website, or communicating with us regarding our products or services.

2. CUSTOM PRODUCT ACKNOWLEDGEMENT

Every sign we produce is uniquely handcrafted to your individual specifications. By placing an order you explicitly acknowledge and agree to the following:

•     Made to order: Your sign is manufactured exclusively for you and cannot be resold, restocked, or reused. Production begins promptly after design approval or payment.

•     Design proof approval: A digital mockup is provided before production. You must verify all text (spelling, punctuation), font, color, size, and design elements. Approval — explicit or automatic per below — is your final binding acceptance.

•     Auto-approval timelines: If you selected "No Design Proof" at checkout, your order enters production immediately upon payment. If you receive a proof and do not respond within 72 hours, your order is automatically approved as shown and enters production.

•     Handcrafted size variations: Final sign dimensions may vary up to 10% (or 1 inch, whichever is greater) from the digital mockup. This is inherent to handcrafted production and is not a manufacturing defect.

•     Color appearance: Colors on digital screens may differ from the physical sign due to monitor calibration. When switched off, LED neon flex appears different from its illuminated color — this is normal globally for all LED neon products and is not a defect.

•     Letter form variations: Minor variations in shape, curve, kerning, or letter form compared to digital mockups are inherent to handcrafted bending and assembly and are not defects.

•     No change-of-mind returns: Custom-made and personalized products are specifically exempt from standard return rights under consumer protection law in the USA, UK (Consumer Contracts Regulations 2013), EU (Directive 2011/83/EU), Canada, and most international jurisdictions. By ordering, you waive this right.

3. ORDER PLACEMENT & PAYMENT

•     Payment required: Full payment must be received and confirmed before production begins. Placing an order constitutes a binding purchase agreement.

•     Currency: All prices are displayed and charged in USD unless stated otherwise.

•     Taxes & duties: Import duties, VAT, customs fees, and any other taxes imposed by your country are your sole responsibility. We are not responsible for additional charges imposed by customs authorities.

•     Payment methods: We accept major credit/debit cards via Shopify Payments and PayPal through our PCI-DSS compliant secure checkout.

•     Identity verification: We reserve the right to request additional identity or address verification for any order, particularly orders exceeding USD $300 or flagged by our fraud detection systems. Failure to verify within 48 hours may result in order cancellation and refund.

•     Right to refuse service: We reserve the right to refuse, cancel, or refund any order at our sole discretion — including orders that appear fraudulent, contain prohibited content, or that we are unable to fulfil for any reason.

•     Payment reversal: If a payment is reversed, stopped, or invalidated for any reason after production has begun or shipment has occurred, you remain liable for the full order amount and any associated recovery costs.

•     Accuracy of information: You are solely responsible for providing accurate billing, shipping, and design information. We are not liable for delays, errors, or failed deliveries resulting from inaccurate information you provided.

4. CHARGEBACK & PAYMENT DISPUTE POLICY

IMPORTANT — READ CAREFULLY BEFORE ORDERING Filing a false or unjustified chargeback constitutes payment fraud under applicable laws including the US Fair Credit Billing Act and equivalent legislation in other jurisdictions. Emirates Neons takes all chargeback claims extremely seriously and will defend every dispute with full documented evidence. Customers who file chargebacks in bad faith will be reported to their card issuer, permanently #00BBD4listed, reported to e-commerce fraud prevention networks, and may face civil legal action.

 

Mandatory pre-dispute contact: By placing an order, you expressly agree that you will contact us first at info@emiratesneons.com or via WhatsApp/phone and allow us a minimum of 30 days to resolve any issue before initiating any chargeback or payment dispute with your bank or card issuer. Failure to do so constitutes a material breach of these Terms.

 

Emirates Neons maintains comprehensive evidence for every order, which we will submit to your bank, card network (Visa, Mastercard, American Express), and any dispute resolution platform — including Mastercard Compelling Evidence 3.0, Visa Order Insight, Verifi CDRN, and Ethoca Alerts:

•     Timestamped photographs of every sign before packaging

•     Video recordings of each completed sign in working condition

•     Full record of all customer communications (email, WhatsApp, phone)

•     Customer-approved design proof with timestamped approval record

•     FedEx tracking records and GPS delivery confirmation

•     Payment records, AVS/CVV match data, IP address, and device fingerprint at time of order

•     These Terms of Service and your timestamped acceptance of them at checkout

 

How we respond to each chargeback reason:

Chargeback Reason	Our Policy & Defence
"Transaction not authorised / fraudulent"	All orders require active payment completion through our secure checkout with AVS, CVV, and 3D Secure verification. IP address, device fingerprint, billing address, and card verification are recorded at payment. Filing this claim on a transaction you authorised is fraud and will be disputed and reported to your card issuer.
"Product not received"	All orders ship via FedEx Express with full tracking. We submit tracking number, FedEx GPS delivery confirmation, delivery location, and timestamp. If FedEx confirms delivery and you claim non-receipt, this must be directed to FedEx as a courier investigation — not disputed as a chargeback.
"Product not as described / unacceptable"	Every sign is produced according to your approved design proof. We submit your timestamped approved proof and photographic evidence of the finished sign. Minor handcrafted variations are disclosed in Section 2 and do not constitute "not as described."
"Product defective or damaged"	Genuine defects are handled under our Refund & Warranty Policy — not via chargeback. Contact us within 7 days of delivery with photos and video. We will resolve it. Filing a chargeback instead of contacting us first is a breach of the mandatory pre-dispute contact requirement in Section 4.
"Credit not processed / refund not received"	Approved refunds are processed within 5–7 business days. You agree to contact us before filing any dispute. We maintain full records of approved and processed refunds and will provide these to your bank as evidence.
"Subscription cancelled"	We do not offer subscriptions. Each order is a one-time purchase. This reason is inapplicable and will be immediately disputed with full order documentation.
"Item returned but no refund"	Returns are only accepted with prior written approval. Unsolicited returns are not accepted. Where a return was approved, we provide return approval records and refund confirmation to your bank.

 

Consequences for Bad Faith Chargeback Claims:

1. Your chargeback will be disputed with full documented evidence submitted to your bank, card network, and any applicable dispute resolution platform.

2. Your account and all associated details (name, email, address, phone, IP, device) will be permanently #00BBD4listed from Emirates Neons and shared with our fraud prevention partners.

3. The fraudulent chargeback will be reported to your card issuer, Verifi/Ethoca fraud networks, and the relevant card scheme (Visa, Mastercard, Amex) as suspected first-party fraud.

4. We reserve the right to pursue civil legal action in the appropriate jurisdiction to recover the full order value, chargeback fees, administrative costs, and reasonable legal fees.

5. You authorise us, by placing this order, to disclose to your bank, card issuer, and any relevant authority all evidence relating to your order — including personal data — for the sole purpose of defending a chargeback claim.

 

Contact Us First — Before Your Bank If you have any issue with your order — damage, defect, non-delivery, or billing — contact us directly at info@emiratesneons.com or via WhatsApp/phone before initiating any bank dispute. We resolve all legitimate issues promptly and fairly. Filing a chargeback without first allowing us 30 days to resolve the matter is a material breach of these Terms.

5. CANCELLATIONS

•     Before production: Full refund if cancellation is requested in writing before your order enters production. Production typically begins within 24 hours of payment, or immediately upon design proof approval — whichever is earlier.

•     After production begins: No cancellation or refund is possible. Custom-made products cannot be cancelled mid-production. This applies regardless of how soon after payment production began.

•     How to cancel: Email info@emiratesneons.com immediately with subject line "CANCELLATION – Order #[number]" — verbal or WhatsApp cancellation requests are not binding without written confirmation from us.

6. SHIPPING & DELIVERY

•     Carrier: All orders ship via FedEx Express with full tracking and insurance.

•     Delivery estimates: 7–14 business days to USA, Canada, and Europe from dispatch. These are estimates only and not guarantees. Delays caused by customs, weather, holidays, or courier operations do not constitute grounds for refund.

•     Address accuracy: You are solely responsible for providing a correct, complete, and deliverable shipping address. Reshipping costs due to incorrect addresses will be charged to you at standard FedEx rates.

•     Failed delivery / returned to sender: If a parcel is returned to us due to incorrect address, refusal to accept delivery, multiple failed delivery attempts, or unclaimed parcels at FedEx hold locations — you are responsible for the cost of reshipment. Refusal to pay reshipment results in forfeit of the order with no refund.

•     Customs seizure: If your country's customs authorities seize, hold, or destroy your parcel due to import restrictions, prohibited content, customer-related issues, or refusal to pay duties, this is your sole responsibility. No refund will be issued for parcels seized or destroyed by customs.

•     Customs & duties: Import duties, VAT, and clearance fees are your responsibility. Customs delays are outside our control.

•     Risk of loss: Risk passes to you upon FedEx pickup. We retain photographic evidence of every sign's condition at time of dispatch.

•     Delivery confirmation: FedEx GPS delivery confirmation constitutes definitive proof of delivery. Claims of non-receipt after confirmed delivery must be directed to FedEx as a courier investigation, not to us.

•     Signature waiver: If you instruct FedEx to leave your parcel without signature, full delivery responsibility transfers to you from that point. We accept no liability for theft or loss after unsigned delivery.

7. REFUNDS & WARRANTY

Refunds and warranty claims are governed by our separate Refund Policy. Key points incorporated by reference:

•     24-month warranty: All signs carry a 24-month warranty on electrical components and LED elements under normal indoor use.

•     Warranty exclusions: The warranty does not cover physical damage, water damage to indoor signs, damage from incorrect voltage, modification of the sign, improper installation, or normal wear from outdoor use of indoor-rated signs.

•     Damage claims: Transit damage must be reported within 7 days of FedEx delivery date with photos and video evidence.

•     No change-of-mind returns: Custom products are non-returnable based on personal preference, taste, or change of mind.

•     Refund timeline: Approved refunds are processed within 5–7 business days to your original payment method.

8. INTELLECTUAL PROPERTY & INDEMNIFICATION

•     Your content: By submitting any text, logo, image, or artwork for your sign, you represent and warrant that you own or have full legal rights to use that content, and that it does not infringe any third-party trademark, copyright, publicity right, or other intellectual property right.

•     License to us: You grant Emirates Neons a non-exclusive, royalty-free, worldwide license to use, reproduce, and modify the content you submit solely for the purposes of producing your sign and operating our business.

•     Customer indemnification: You agree to fully indemnify, defend, and hold harmless Emirates Neons, its owners, officers, employees, and agents from and against any and all claims, damages, losses, liabilities, judgments, settlements, and reasonable attorneys' fees arising from any third-party claim of intellectual property infringement, defamation, or other rights violation related to content you submitted.

•     Trademarked & copyrighted material: We will not knowingly produce signs reproducing trademarked logos, copyrighted artwork, or celebrity likenesses without proof of authorisation. We reserve the right to refuse such orders without refund.

•     Offensive content: We reserve the right to refuse production of any sign containing offensive, illegal, defamatory, or rights-infringing content. No refund is issued where an order is refused on these grounds.

•     Our content: All website content, photography, branding, designs, and marketing materials are the exclusive intellectual property of Emirates Neons and may not be reproduced, distributed, or used without prior written permission.

9. EVIDENCE RETENTION & DATA USE

Emirates Neons retains the following records for a minimum of 24 months for every order, in compliance with applicable data protection laws (GDPR, CCPA, UK Data Protection Act):

•     Complete customer communication records including WhatsApp, email, and phone

•     Design proof and timestamped customer approval record

•     Pre-dispatch photographs and video of completed sign in working condition

•     Packaging photographs showing condition at time of dispatch

•     FedEx shipment records, tracking history, and GPS delivery confirmation

•     Payment records, customer IP address, device fingerprint, and AVS/CVV verification at checkout

 

This evidence is retained for the legitimate business purpose of defending against payment disputes, chargebacks, and fraudulent claims, and to comply with our legal obligations. Full data handling details are set out in our Privacy Policy.

 

EU/UK customers: Your right to erasure under GDPR/UK GDPR applies, but is balanced against our legitimate interest in retaining evidence for the duration of our chargeback liability period (typically 24 months from the transaction date).

10. LIMITATION OF LIABILITY & FORCE MAJEURE

Limitation of liability: Emirates Neons's total aggregate liability arising from or relating to any order shall not exceed the total amount paid by you for that specific order. We are not liable for:

•     Indirect, incidental, consequential, special, or punitive damages of any kind

•     Lost profits, lost revenue, lost data, or business interruption losses

•     Damage from improper installation, incorrect voltage, misuse, or modification of the sign

•     Costs of installation, removal, or transportation of any sign

•     Personal injury or property damage caused by improper installation

 

Force majeure: We are not liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to: natural disasters, pandemics, war, terrorism, civil unrest, government actions, customs holds, courier failures, supplier disruptions, power outages, internet outages, or labour disputes. In such circumstances, our obligations under these Terms are suspended for the duration of the event.

11. PROHIBITED CONDUCT & ACCOUNT TERMINATION

You agree not to:

•     File false, misleading, or fraudulent payment disputes or chargebacks

•     Provide false delivery, billing, or identity information to obtain a refund or replacement

•     Submit designs containing illegal, defamatory, or rights-infringing content

•     Attempt to exploit our policies through repeated returns, refunds, or bad-faith claims

•     Reproduce, scrape, or copy our website content, photography, or branding without permission

•     Interfere with the security or functionality of our website or systems

•     Use our services for any unlawful purpose

 

Termination: We reserve the right to terminate, cancel, or refuse to process any order at our sole discretion, and to permanently ban you from using our services if we determine in our reasonable judgment that you have violated these Terms. Termination does not affect any obligations or liabilities accrued prior to the termination date.

12. GOVERNING LAW, ARBITRATION & CLASS ACTION WAIVER

•     Governing law: These Terms are governed by and construed in accordance with the laws of the State of Delaware, USA, without regard to its conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

•     Mandatory pre-dispute contact: Before initiating any formal proceeding, chargeback, or claim, you agree to contact Emirates Neons in writing at info@emiratesneons.com and allow a minimum of 30 days for us to resolve the matter in good faith.

•     Binding arbitration: Any dispute, controversy, or claim arising out of or relating to these Terms, or your purchase from us, that cannot be resolved through the pre-dispute contact period above, shall be finally resolved by individual binding arbitration administered under the rules of the American Arbitration Association (AAA) or, for non-US customers, the International Chamber of Commerce (ICC). Arbitration shall take place by video conference or written submissions where practicable.

•     Class action waiver: You agree that any arbitration or proceeding shall be conducted only on an individual basis, and not as a class action, mass action, consolidated action, or representative proceeding. You expressly waive any right to participate in a class or representative action against Emirates Neons.

•     Jurisdiction: For matters not subject to arbitration (such as injunctive relief or enforcement of an arbitration award), the exclusive jurisdiction shall be the state and federal courts located in Delaware, USA.

•     Statutory consumer rights: Nothing in these Terms limits any non-waivable statutory consumer rights you may have under the laws of your country of residence. Where a particular clause is unenforceable in your jurisdiction, the remaining clauses continue to apply.

13. SEVERABILITY, WAIVER & ASSIGNMENT

•     Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable in any jurisdiction, that provision shall be severed from the Terms to the minimum extent necessary, and all remaining provisions shall continue in full force and effect.

•     No waiver: Our failure to enforce any provision of these Terms on any occasion does not constitute a waiver of our right to enforce that provision or any other provision in the future.

•     Entire agreement: These Terms, together with our Refund Policy and Privacy Policy, constitute the entire agreement between you and Emirates Neons regarding our products and services, and supersede all prior agreements, communications, and understandings.

•     Assignment: You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms freely.

14. CHANGES TO THESE TERMS

Emirates Neons reserves the right to update these Terms at any time. Updated Terms take effect immediately upon posting to our website. For material changes, we will notify customers with active orders by email. Your continued use of our services after any updates constitutes acceptance of those updates. Orders already placed are governed by the Terms in effect at the time of purchase.

15. CONTACT US

For all queries, issues, or concerns — contact us before taking any other action. We respond within 24 hours on business days.

 

Email	info@emiratesneons.com
Phone / WhatsApp	+1-313-787-5343
Website	www.emiratesneons.com
Response Time	Within 24 hours (business days)
Damage Claims	Subject: "TRANSIT DAMAGE – Order #[number]"
Cancellations	Subject: "CANCELLATION – Order #[number]"

 

BY PLACING AN ORDER, YOU CONFIRM: ✓  You have read and agreed to these Terms of Service in full, including the Refund Policy and Privacy Policy.  ✓  You understand your sign is custom-made and non-returnable based on change of mind, and accept handcrafted variations as described in Section 2.  ✓  You will contact us at info@emiratesneons.com and allow 30 days for resolution before filing any payment dispute, chargeback, or legal action.  ✓  You agree to binding individual arbitration and waive any right to participate in a class action.  ✓  You understand that false chargebacks constitute fraud, will be defended with full evidence, reported to fraud networks, and may result in legal action.

 

© 2026 Emirates Neons · All rights reserved · Last updated 2026

info@emiratesneons.com  ·  +1-313-787-5343  ·  www.emiratesneons.com