Shipping Policy
STRATTON MEDIA ("we" and "our") is the operator of the site (https://www.neon-supernova.com/) ("website"). By placing an order on this site, you accept the conditions below. These are provided to ensure that both parties are aware of and agree to this arrangement in order to protect each other and set expectations for our service.
1. General
Subject to stock availability. We endeavor to maintain an accurate inventory of stock on our website, but from time to time there may be a discrepancy in stock and we will not be able to fulfill all of your items at the time of purchase. In this case, we will deliver the available products to you and contact you to find out if you prefer to wait for the restocking of the out-of-stock item or if you prefer that we issue a refund.
2. Shipping costs
Shipping charges are calculated at checkout based on the weight, dimensions, and destination of the items in the order. Payment for shipping charges will be collected at checkout.
This price will be the final shipping price for the customer.
We offer two delivery methods:
Free if you choose standard shipping with FEDEX or DHL
59 euros will be applied if you choose express delivery with FEDEX or DHL
3. Returns
3.1 Return due to change of mind
STRATTON MEDIA gladly accepts change of mind returns, provided the return request is received within 30 days of receipt of the item and it is returned to us in the original packaging, unused and in resalable condition.
The return costs will be borne by the customer, who will have to organize his own transport.
Once returns are received and accepted, refunds will be converted into store credit for a future purchase. We will inform you of this procedure by email.
(STRATTON MEDIA) will refund the value of returned goods but will NOT refund the value of shipping costs.
3.2 Warranty Returns
We guarantee all of our products against breakage and failure for 1 year.
Customers will be required to prepay return postage, but we will refund you if your warranty claim is successful.
Upon receipt of the items for a warranty claim, STRATTON MEDIA will process your warranty claim within 7 days.
Once the guarantee request has been confirmed, you will have the choice between:
(a) a refund to your payment method
(b) a store credit refund
(c) a replacement item sent to you (if stock is available)
4. Terms of delivery
4.1 National Transit Time
In general, shipments to France are in transit for 2-7 days after a production of 3-7 days
4.2 International transit time
Generally, orders shipped overseas are in transit for 4-22 days. This time varies considerably depending on the carrier you have chosen. We are able to provide you with a more accurate estimate when you choose your carrier at checkout.
4.3 Shipping Time
Orders typically ship within 2 business days of order production 3-7 days.
Our warehouse operates Monday through Friday during normal business hours, excluding national holidays, when the warehouse is closed. In these cases, we take steps to keep shipping times to a minimum.
We use an external transport service. Occasionally delays beyond our control may occur. We cannot guarantee lead times.
4.4 Change of delivery address
For delivery address change requests, we are able to modify the address at any time before the order is dispatched.
4.7 Out of Stock Items
If an item is out of stock, we will cancel and refund the out-of-stock items and ship the rest of the order.
4.8 Exceeding the delivery time
If the delivery time has exceeded the expected time, please contact us so that we can investigate.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they can follow the progress of their shipment based on the latest updates made available by the shipping service provider.
6. Packages damaged in transit
If you notice that a package is damaged in transit, please, if possible, refuse the package to the carrier and contact our customer service. If the package was delivered without you being present, please contact Customer Service for next steps.
7. Duties and Taxes
7.1 Sales tax
Sales tax has already been applied to the price of the goods as displayed on the website.
7.2 Import duties and taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and STRATTON MEDIA encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival in your destination country, the goods will be returned to STRATTON MEDIA at the customer's expense, and the customer will receive a refund for the value of the goods paid, less the cost of the return shipment. The initial shipping cost will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched unless the product is personalized. If an order has already been shipped, please refer to our refund policy.
9. Insurance
Packages are insured against loss and damage up to the value indicated by the carrier.
9.1 Procedure in the event of a package damaged during transport
We will issue a refund or replacement as soon as the carrier has completed its investigation of the claim.
9.2 Procedure in the event of a parcel lost in transit
We will issue a refund or replacement as soon as the carrier investigates and considers the package lost.
10. Customer Service
For all customer service related questions, please submit a request to contact@neon-supernova.com