Our service policy
Everything about ordering, payment, delivery, warranty, and the safety of your handmade neon sign, clearly outlined.
Important Information
As of October 8, 2026, NeonLED.be is subject to VAT. Prior to that date, we fell under the exemption scheme (art. 56bis of the Belgian VAT Code). Since then, we charge 21% Belgian VAT. Private customers always see the price including VAT. Companies with a valid VAT number in another EU country will have the VAT reverse-charged.
VAT-registered since October 8, 2026
21% VAT included for private individuals. Reverse charge of VAT for EU companies, 0% for exports outside the EU.
Transparent Pricing
All prices shown are total amounts with no hidden costs.
Legal Compliance
We comply with all Belgian and European consumer legislation.
Orders and Agreement
The agreement is concluded when you place an order and payment has been successfully completed. NeonLED.be reserves the right to refuse orders in case of suspected fraud or technical errors.
Order Confirmation
After placing your order, you will immediately receive an order confirmation by email. Always check it carefully for accuracy.
Payment
Orders will only be processed after full payment. For custom work, production will only start after full payment has been received.
Right of refusal
We reserve the right to refuse or cancel orders in cases of suspected fraud, technical errors in pricing, or unforeseen circumstances.
Pricing and Payment
The prices shown for private individuals are total amounts including 21% VAT (subject to VAT since October 8, 2026). Quotes sent before that date retain their price, which is now inclusive of VAT. For custom work, full payment must be made before production begins.
Total prices
No hidden costs or extra surcharges at checkout.
Secure Payment
SSL-secured payments via trusted payment providers.
Prepayment for Custom Work
Full prepayment is required for personalized items.
We accept payments via Bancontact, iDEAL, credit card (Visa, Mastercard), PayPal, Apple Pay, and Google Pay.
Prices are subject to change without prior notice. For orders already placed, the price as confirmed in the order confirmation will, of course, apply.
Customization and Bespoke Design
The customer is fully responsible for spelling, color choice, and dimensions. Personalized items cannot be returned.
Important Announcement
Once production of a personalized item has started, the order can no longer be cancelled. Please double-check your design and text carefully before placing your order! As these are custom-made items, the right of withdrawal does not apply (art. VI.53, 3° WER). Naturally, a defective or damaged product is covered by our warranty.
Own Design
Logos, texts, and colours custom-made for you are considered custom work and cannot be returned.
Responsibility
The customer is fully responsible for the accuracy of spelling, color choice, dimensions, and design. Always carefully check the design proposal.
Production time
Custom production takes an average of 1 to 3 days. Custom work made specifically for outdoor use takes an average of 5 days.
Delivery and Risk
We aim for fast delivery, but are not liable for delays caused by external courier services. Please inspect your package for damage within 48 hours.
Order Processing
After payment, your order will be processed and prepared for shipping within 24-72 hours.
Shipping
All our neon signs are custom-made and are shipped within 1 to 3 days as standard! For personalized neon signs suitable for Outdoor use, the shipping time is 5 days due to a special coating that needs to dry!
Delivery
The track & trace code will be sent by email as soon as the package is on its way. You can usually expect this in your inbox within 1 to 3 days! All packages are sent securely via Bpost. We make everything ourselves in our own studio in Heusden-Zolder.
Control
Please check the package for damage immediately upon receipt. Report any damage within 48 hours to our email address: info@neonled.be!
Every package is shipped from Belgium within 1 to 3 days! International shipments are also processed and shipped within 1 to 3 days. Track & trace information is sent by email as soon as the package has been shipped.
The risk of damage and/or loss of products transfers to the customer at the moment of delivery to the customer or a third party designated in advance who is not the carrier.
Please note
We are not liable for delays caused by courier services, customs procedures, or force majeure. In the event of a delay, we will always contact you to find a solution.
Warranty (2 Years)
You have a 2-year warranty on the technical operation of the LED units and the adapter. The warranty is void in case of incorrect installation, self-repairs, or damage caused by dropping/impact.
What is covered by the warranty?
LED lighting
Technical defects in the LED lighting under normal use.
Transformer
Defects in the transformer or power supply unit.
Wiring
Problems with the internal wiring and connections.
What is NOT covered by the warranty?
Self-inflicted damage
Falling, breakage after installation, or improper use are not covered by the warranty.
Water damage
Water damage to non-waterproof boards.
Wear
Normal wear and discolouration due to prolonged use.
Submit warranty claim
Should your board stop working within 2 years, please contact us at the email address below with your order number and a video of the defect. info@neonled.be
Safety and Use
Our signs operate on low voltage via an adapter. Only use the supplied accessories. NeonLED.be is not liable for damage to third parties or property due to incorrect installation.
Low voltage
Our neon signs operate on 12V low voltage via an included adapter. This is safe for use in homes and offices.
Original Accessories
Always use the supplied adapter and cables. The use of non-original parts can cause damage and will void the warranty.
Installation
Always follow the installation instructions provided. If in doubt, we recommend consulting a professional.
NeonLED.be is not liable for damage to third parties or property caused by incorrect installation, use outside specifications, or modifications to the product.
Safety warning
Never use damaged adapters or cables. Never pull the cable, but always the plug. Keep the board away from water and moisture, unless specifically indicated as waterproof.
Intellectual Property & Other Provisions
8.1 Intellectual Property
All designs, images, logos, texts, and other content on our website are the property of NeonLED.be or our licensors and are protected by copyright, trademark law, and other intellectual property rights.
- Designs & Logos: All visual elements on our website may not be copied, reproduced, or used without express written permission.
- Product Photos: The use of our product photos for commercial purposes is prohibited without prior consent.
- Brand Names: The name NeonLED.be and our logo may not be used without permission.
8.2 Privacy & Data Protection
We respect your privacy and process personal data in accordance with the General Data Protection Regulation (GDPR). For more information, please refer to our Privacy Policy.
- Data security: Your personal data is stored encrypted and never sold to third parties.
- GDPR Compliant: Full compliance with European privacy legislation. You have the right to access, correct, and delete your data.
- Cookies: Our website uses cookies to improve your browsing experience. You can adjust your cookie preferences at any time.
8.3 Applicable Law & Disputes
Belgian law applies to all agreements with NeonLED.be. In the event of a dispute, we will first strive for an amicable solution.
- Belgian Law: All legal matters fall under the jurisdiction of Belgian courts.
- Amicable Settlement: We strive to resolve disputes through mutual consultation before taking legal action.
- Consumer Mediation Service: As a consumer, you can also turn to the Consumer Mediation Service free of charge (consumentenombudsdienst.be).
8.4 Changes to the Terms of Service
NeonLED.be reserves the right to amend these terms of service. Changes will take effect as soon as they are published on the website. For orders placed before the change, the old terms will continue to apply.
Questions about our terms and conditions?
Contact us by email or telephone. We will be happy to help you with questions about our terms of service. info@neonled.be
