Check out our Return & Refund Policy
Below you will find our return & refund policy!
Right of Return (Standard Products)
For items delivered directly from our stock (non-personalized), you have the right to cancel your order up to 14 days after receipt without giving a reason. This is in accordance with the Distance Selling Act.
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14 Days Reflection Period After cancellation, you have another 14 days to return the product.
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Original Condition The product must be returned in its original condition, undamaged and in its original packaging.
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Return costs You will be responsible for paying for your return shipping costs, unless the product was delivered defective.
Tip: Save your packaging
Please keep the original packaging carefully during the return period. This will make returning the product much easier and prevent damage during transport.
Exception: Personalized Items
Products that are custom-made for you (such as custom logos, specific texts, or custom colors) fall under the legal exception for customization. These products cannot be returned or refunded.
Important Notice
Once production of a personalized item has begun, the order cannot be canceled. So, please double-check your design and text before ordering! After payment, you automatically agree that you are no longer entitled to returns.
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Own Design Logos, texts and colours that are created especially for you are considered custom work.
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No Cancellation Once production has started, cancellation is not possible due to the unique nature of the product.
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Well Guarantee Our 2-year warranty against technical defects also applies to personalized items.
Warranty (2 Years)
We believe in our products. That's why we offer a standard 2-year manufacturer's warranty on all neon signs (both stock and custom-made).
What is covered under warranty?
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LED Lighting Technical defects of the LED lighting during normal indoor use.
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Transformer Defects in the transformer or power supply unit.
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Wiring Problems with the internal wiring and connections.
What is NOT covered by the warranty?
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Damage caused by own actions Dropping, breakage after installation, or improper use is not covered by the warranty.
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Water damage Water damage to non-waterproof signs.
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Wear Normal wear and discoloration from prolonged use.
Submit a warranty claim
If your board stops working within 2 years, please contact us using the email address below with your order number and a video of the defect.
Damage upon Receipt
Did your package arrive damaged? That's frustrating, but we'll fix it! Follow the steps below to report shipping damage.
Please check immediately upon receipt
Check the package for visible damage immediately upon receipt.
We will solve it
After approval, we will immediately send a replacement product or refund the purchase price.
Important
Always keep the original packaging until you've checked the product for damage. We cannot process shipping damage claims without photos of the damaged packaging.
Frequently Asked Questions
No, unfortunately not. Personalized items fall under the legal exception for customization and cannot be returned. Therefore, it's especially important to carefully review your design before ordering. You'll always receive a design proposal for approval before we begin production.
Once we've received and inspected the returned item in good condition, we'll refund the purchase amount to your account within 3 business days. Depending on your bank, it may take an additional 1-2 business days for the amount to appear.
Don't worry! You have a 2-year warranty on technical defects. Send an email to info@neonled.be with your order number and a video demonstrating the problem. We'll contact you within 48 hours to resolve the issue or send you a replacement.
For standard products: yes, as long as the package hasn't shipped yet. For personalized items: no. Once production has begun (which usually happens immediately after payment), the order cannot be canceled due to the unique nature of the product.
Always check the package immediately upon delivery or pickup. If there is any visible transport damage to the packaging, please report it to the delivery person immediately and refuse the package. Please contact us within 48 hours with photos of the damage.
Any questions?
Our support team is ready to assist you. Contact us via the channels below, and we'll be happy to help.
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