Algemene Voorwaarden

1. Applicability

These general terms and conditions apply to every offer, quotation, and agreement between NeonLED.BE and the customer. By placing an order or accepting a quotation, you declare to have taken note of these terms and conditions and to accept them. Deviations are only valid if expressly agreed upon in writing.

2. Proposals, quotes and design

All our products are handmade, personalized LED neon products that are manufactured according to your specifications (text, font, color, size, logo or design). We do not stock items; each piece is custom-made specifically for you.

For every order, you will receive a free digital design preview (mockup) with text, color, proportions, and style of your neon in advance. You can request adjustments until the design is completely to your liking.

3. Formation of the Agreement

The agreement is concluded when you approve the digital design example and/or complete the payment for your order. Production will commence from that moment.

4. Pricing and Payment

All prices are expressed in euros (€). NeonLED is subject to the VAT exemption scheme in accordance with article 56bis of the VAT Code; VAT is not applicable and will not be charged. The prices shown are total amounts. Payment is made via the payment methods offered on the website. Production only starts after receipt of full payment and approval of the design sample.

5. Delivery

We aim to dispatch your order within 1 to 3 business days via Bpost, after design approval and receipt of payment. Stated delivery times are indicative and are not considered a strict deadline. Our neon products are supplied plug & play and are easy to assemble.

6. Right of withdrawal — exclusion for personalized products

The legal right of withdrawal of 14 days generally applies to consumers in distance selling. However, this right is legally excluded for products that are manufactured to the consumer's specifications or are clearly intended for a specific person.

As all our neon products are personalized and custom-made, the right of withdrawal does not apply. This exclusion is based on Article VI.53, 3° of the Code of Economic Law (Book VI) and Article 16, c) of Directive 2011/83/EU. Specifically: once you have approved your design proof and production has started, the order can no longer be canceled or returned without a valid reason. A return 'without reason' (change of mind) is not possible for personalized items.

7. Defective, damaged or incorrectly delivered products

The exclusion of the right of withdrawal does not affect your statutory rights as a consumer. If you receive an incorrect item (not conforming to the approved design), or if your product arrives damaged or has a manufacturing defect, we will replace or repair it free of charge, or we will work together to find a suitable solution.

Report visible shipping damage within 48 hours of receipt via info@neonled.be, with photos. Conformity defects (faults) are covered by the 2-year warranty and can also be reported later. If the product fully matches the design sample you approved and there is nothing wrong on our part, there is no defect and it cannot be returned or refunded.

8. Legal guarantee

Our products come with the statutory 2-year conformity warranty for consumers. This warranty covers technical defects in the LED lighting, transformer, or wiring under normal use. Damage due to improper use, dropping/impact, self-repair, incorrect installation, or normal wear and tear is not covered by the warranty. Report a defect via info@neonled.be with your order number and a video of the problem.

9. Liability

Our liability is limited to the value of the product concerned. We are not liable for indirect damage, consequential damage, or damage caused by incorrect assembly or use. Our signs operate on low voltage via the included adapter; only use the supplied accessories. Nothing in these terms and conditions excludes liability that cannot be excluded under mandatory law.

10. Intellectual property

By submitting a design, text, or logo, you guarantee that you have the necessary rights to have it produced. You indemnify us against claims from third parties. Design samples created by us remain our property until full payment has been received.

11. Complaints and disputes

Do you have a complaint? First, contact us via info@neonled.be or +32 485 50 13 35. We will do our best to find a solution together. If we can't resolve the issue, you, as a consumer, can turn to the European ODR platform: ec.europa.eu/consumers/odr.

12. Applicable law

All agreements are governed by Belgian law. Disputes shall be submitted to the competent courts of the district of our registered office, without prejudice to the consumer's mandatory rights.