Refund policy
Return and Refund Policy
1. Before You Order
Please carefully review your personalisation details, selected finish, delivery address and contact information before completing your purchase.
2. Order Cancellation
An order may be cancelled before production begins. Because personalised LumiSign products are made specifically for the customer, cancellation may no longer be possible once production has started.
If you need to request a cancellation, please contact us as soon as possible at support@lumisign.net.
3. Personalised Products
Most LumiSign products are manufactured according to the customer's specifications or are clearly personalised.
The statutory 14-day right of withdrawal does not apply to such products where the applicable legal exception for made-to-order or clearly personalised goods applies.
This does not affect your legal rights where a product is defective, damaged, incorrectly manufactured or otherwise does not conform to the contract.
4. Non-Personalised Products
If LumiSign offers a non-personalised product to which the statutory right of withdrawal applies, you may notify us of withdrawal within 14 calendar days after delivery.
You may inspect the product to the extent reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for any diminished value resulting from handling beyond what is necessary for that purpose.
Unless the return results from our error or a defective or non-conforming product, return shipping costs may be the customer's responsibility where permitted by law and properly disclosed.
5. Damaged, Defective or Incorrect Orders
Please contact us as soon as reasonably possible if your order arrives damaged, defective, incomplete or different from your confirmed order.
For transport damage, we recommend contacting us within 48 hours where possible and including photographs of the product and packaging. This helps us investigate the shipment.
The 48-hour recommendation does not limit your statutory rights regarding defective or non-conforming products.
6. Resolution
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, a price reduction or refund.
7. 2-Year LumiSign Commercial Warranty
LumiSign provides a 2-year commercial warranty against covered manufacturing defects under the applicable warranty conditions.
This commercial warranty is provided in addition to, and does not replace or limit, your statutory consumer rights.
Consumers in the Netherlands and elsewhere in the European Union may have statutory rights regarding defective or non-conforming products that continue beyond the two-year LumiSign commercial warranty period.
There is no fixed duration for statutory conformity rights under Dutch law. What a consumer may reasonably expect from a product depends on factors including the nature, quality, price and information provided about that product.
Where statutory conformity rights apply, LumiSign as the seller remains responsible for the remedies required by applicable law.
8. Refunds
Approved refunds are issued to the original payment method. The time required for the funds to appear may depend on the payment provider or bank.
9. Contact
Email: support@lumisign.net