Refund policy

Returns and Refund Policy

Custom-made products

All Neon Atelier products are made individually to customer specification and produced to order. As these are personalised, custom-made products, they cannot, as a rule, be returned, exchanged or refunded.

Once a design draft has been approved by the customer and production has begun, changes to or cancellation of the order are no longer possible.

Please therefore check all details, texts, dimensions, colours, logos and other specifications carefully before confirming your order. By approving the design draft, the customer confirms the accuracy of all information provided.

Ready-Made Designs


Ready-made standard designs that are not produced to customer specification are subject to the statutory 14-day right of withdrawal for consumers in the EU. You may withdraw within 14 days of receiving the goods without giving a reason. Please send returns to our operations address: Neon Atelier, Bardenberger Str. 5, 52146 Würselen, Germany.

Right of withdrawal

For customers within the European Union, the following applies:

Pursuant to Section 312g (2) No. 1 of the German Civil Code (BGB), there is no right of withdrawal for goods that are not prefabricated and whose manufacture is determined by an individual selection or specification by the consumer, or which are clearly tailored to the personal needs of the consumer.

As all Neon Atelier custom-made neon signs are made individually to customer specifications, no statutory right of withdrawal exists for these products.

For customers outside the European Union, including the United Kingdom and the United States of America, all sales of custom-made products are, as a rule, final, subject to mandatory statutory consumer rights that cannot be excluded under applicable law.

Damage, defects and incorrect deliveries

Please check your order immediately upon receipt.

If your item:

  • arrived damaged,

  • shows a manufacturing defect,

  • does not match the approved order,

  • or was delivered incorrectly,

please contact us within 48 hours of receipt at info@neonatelier.com.

Please include clear photos of the issue as well as your order number with your message.

After reviewing the case, we will, at our discretion, offer a repair, a replacement, a price reduction or a refund, where appropriate and legally required.

Non-returnable items

The following items are excluded from return, exchange and refund:

  • Personalised neon signs

  • Individually created designs

  • Bespoke productions

  • Products with customer-specific texts, logos or graphics

  • Products with customer-specific dimensions or specifications

Returns are likewise excluded in the case of:

  • Change of mind after the order has been placed

  • Incorrect details provided by the customer

  • Subsequent change requests

  • Ordering errors

  • Delays caused by shipping carriers, customs authorities or other third parties

Exchanges

As all products are made to order, we do not offer exchanges.

Refunds

Refunds are granted exclusively if:

  • a confirmed manufacturing defect exists,

  • an item was damaged in transit,

  • an incorrect item was delivered,

  • or another legal obligation to provide a refund exists.

Approved refunds will be issued to the original payment method within 10 business days.

Please note that the processing time of your bank or payment provider may vary in addition.

If you have any questions about your order, please contact us at:

Email: info@neonatelier.com

Neon Atelier – a brand operated by HANESA Global LLC
18117 Biscayne Blvd, Suite #4788, Miami, FL 33160, USA
Operations: Bardenberger Str. 5, 52146 Würselen, Germany