Return & Refund Policy
At NeonLED.BE, we create every neon product with the utmost care and fully customized. Below, you can read how we handle returns, defects, and warranty.
Last updated: June 20, 2026
Important: All our neon products are custom-made and personalized. We do not keep any items in stock. Therefore, the statutory 14-day right of withdrawal does not apply, and orders cannot be returned without a valid reason. You can easily submit a notification via info@neonled.be.
1. Personalized products — no right of withdrawal
Our products are custom-made for you (your own text, logo, color, or dimensions). By law, custom-made goods are excluded from the right of withdrawal. This is based on Article VI.53, 3° of the Code of Economic Law (Book VI) and Article 16, c) of Directive 2011/83/EU.
Once you have approved your digital design preview and production has started, the order can no longer be canceled, returned, or refunded without a valid reason. Therefore, please double-check your design, text, and dimensions before confirming.
What you see is what you get. We produce exactly according to the design proof you approve. If the product matches the approved design and there is no fault on our part, then there is no defect, and returns or refunds are not possible.
2. Wrong, damaged, or defective product? We'll fix it.
Did something go wrong on our end? Then we'll fix it. This applies when you receive:
- an incorrect item that does not match your approved design;
- a product that arrived damaged;
- a manufacturing defect or technical fault.
In that case, please contact us via info@neonled.be. Include your order number and some clear photos or a video of the problem (and in case of transit damage, also a photo of the packaging). We will assess your report and provide an appropriate solution: repair, a replacement product, or a refund. There are no costs involved for you.
3. Warranty (2 years)
All our neon products come with a 2-year statutory warranty for consumers. This covers technical defects in the LED lighting, transformer, or wiring under normal use. Damage due to user fault (falling, breakage, or water damage after installation), incorrect assembly, or self-repairs is not covered by the warranty.
Warranty Claim Certificate: With every order, we include a warranty claim certificate with a unique warranty claim ID. This allows you to easily track how much longer your warranty is valid.
Is your sign no longer working properly within the warranty period? Simply make your claim by contacting us via info@neonled.be with your warranty claim ID (included with your order) and a short video of the defect. We will then quickly help you with repair or replacement.
4. How do I report a problem?
Reporting an issue is easy and can be done at any time:
- Send an email to info@neonled.be including your order number (or your warranty claim ID for a warranty claim).
- Attach photos or a video clearly showing the problem.
- We will process your report and inform you of our proposed solution.
Prefer to call? Feel free to contact us at +32 480 67 67 26.
5. Refunds
When a refund is applicable (for instance, in case of a valid complaint that we cannot resolve or replace), we will refund the amount using the same payment method. Refunds are processed as quickly as possible after your claim has been approved.
Questions or a report?
NeonLED.BE
Zetel: Koolmijnlaan 81, 3550 Heusden-Zolder, Belgium
Showroom: Koolmijnlaan 58, 3550 Heusden-Zolder, Belgium (by appointment)
E-mail: info@neonled.be
Tel: +32 480 67 67 26
