Returns & Withdrawal Policy

Introduction

At Neon Lumina, we take pride in the quality of our products and want to ensure you're completely satisfied with your purchase. This policy outlines your right of withdrawal, our guidelines for returns, refunds, warranty claims, and procedures for damaged products.

Last updated: April 9, 2025

Right of Withdrawal

Consumers (any natural person who enters into a legal transaction for purposes that are predominantly neither commercial nor their independent professional activity) have the right to withdraw from this contract without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods.

The withdrawal period starts:

• On the day you or a third party named by you, who is not the carrier, has taken possession of the goods, if you ordered one item or multiple items in a single order that are delivered together.
• On the day you or a third party named by you, who is not the carrier, has taken possession of the last item, if you ordered multiple items in a single order and they are delivered separately.
• On the day you or a third party named by you, who is not the carrier, has taken possession of the last partial shipment or the last piece, if you ordered an item that is delivered in multiple partial shipments or pieces.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post, fax, or email). You may use the attached model withdrawal form, but it is not obligatory. NeonLumina (Einzelunternehmer/Sole Proprietorship) Hünenburg 17, 48165 Münster, Germany Email: contact@neonlumina.com

Consequences of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Model Withdrawal Form

Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to contracts for the following goods and is extinguished prematurely in the following cases:

No right of withdrawal exists for contracts

• Custom-made products: For the delivery of goods that are not prefabricated and for whose production an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer. This applies to all our custom neon signs made according to your specifications.
• Perishable goods: For the delivery of goods that can spoil quickly or whose expiration date would be quickly exceeded.
• Sealed goods: For the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene, if their seal has been removed after delivery.
• Mixed goods: For the delivery of goods if these have been inseparably mixed with other goods after delivery due to their nature.
• Digital content: For the delivery of digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and their acknowledgment that they thereby lose their right of withdrawal.

Defective or Damaged Products

If you receive a product that is defective or damaged, we are committed to resolving the issue promptly. Here's what to do:

• Inspect your sign immediately upon delivery. We recommend testing it within 48 hours of receipt.
• Notify us within 48 hours of delivery by emailing our customer service team with details of the issue.
• Include clear photos or videos showing the damage or defect to help us assess the situation quickly.
• If we confirm the product is defective due to manufacturing issues, we will replace it or offer a repair at no additional cost.

All our products come with a statutory warranty against manufacturing defects. Our LED neon signs additionally include a 2-year warranty against electrical defects under normal use conditions.

Returns Process

1. Contact our customer service team by email to request a return and explain the reason.
2. If your return request is approved, you'll receive return instructions and a return authorization number (RMA).
3. Pack the item securely in its original packaging if possible, including all accessories, components, and documentation.
4. Ship the item back to us with the RMA number clearly marked on the outside of the package.

Unless the product is defective or damaged due to our error, return shipping costs are the responsibility of the customer.

Please ensure the product is well-protected for shipping to prevent damage during transit. Inadequate packaging resulting in damage may affect your refund.

Refunds

Once we receive and inspect the returned item, we'll notify you about the status of your refund. If approved, your refund will be processed to the original method of payment.

Refunds are processed within 14 days of receiving your return, though it may take 5-10 additional business days to appear in your account, depending on your payment provider's processing times.

In some cases, partial refunds may be granted (for example, if the item shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning, or if components are missing).

Original shipping costs are only refunded if the return is due to a defect or our error. Expedited shipping costs are not refunded.

Contact Us

If you have any questions about our returns policy, please contact our customer service team using the contact information below:

Email: contact@neonlumina.com

Hünenburg 17, 48165 Münster, Germany

Business Registration: Gewerbeamt Münster, Steuernummer: 33652342582