Refund policy

Return and Refund Policy

At Color Neon, we are committed to ensuring customer satisfaction while adhering to applicable legal provisions. This policy aims to provide clear and detailed information about the conditions for returns, refunds, and handling of products purchased on our website, https://colorneon.com. By placing an order, you implicitly agree to the terms and conditions detailed below, governed by our General Terms and Conditions of Sale and the provisions of the French Consumer Code.

General Return Conditions

  1. Legal Withdrawal Period:

    • In accordance with Article L.221-18 of the French Consumer Code, you have a 14-day withdrawal period from the receipt of your order to return standard (non-customized) products.
    • This right of withdrawal is exclusively reserved for consumers and does not apply to businesses or legal entities.

  2. Non-Returnable Products:

    • Customized or made-to-order products, such as neon signs designed to your specifications, are excluded from the right of withdrawal, in accordance with Article L.221-28 of the French Consumer Code.
    • Items that have been damaged due to improper use or inadequate packaging will not be accepted.

  3. Product Condition:

    • Products must be returned in their original condition, including packaging, accessories, documentation, and proof of purchase.
    • Damaged, used, or incomplete products will not be eligible for refunds.

Return and Refund Process

  1. Submitting a Request:

    • Contact our customer service team at Info@colorneon.com within 14 days of receiving your order. Include the following details:
      • Order number.
      • Proof of purchase (invoice or receipt).
      • A detailed description and photos/videos in case of damage, defect, or non-conformity.

  2. Return Authorization and Instructions:

    • Once your request is validated, we will provide a return authorization and the shipping address for the products.

  3. Shipping the Products:

    • Return shipping costs are borne by the customer, except in cases where the product is defective or incorrect.
    • Products must be properly packaged to prevent damage during transit. We are not responsible for returns damaged due to inadequate packaging.

  4. Inspection and Processing:

    • Once the products are received and inspected, you will be informed of the return and refund status.
    • Refunds will be issued as store credit, applicable to future purchases. Direct monetary refunds will only be granted in exceptional cases (e.g., a clear error on our part).

Defective or Non-Conforming Products

  1. Claim Deadline:

    • In case of defective, incorrect, or damaged products, please contact us within 10 days of receipt.

  2. Proofs and Documentation:

    • Provide photos or videos of the product, highlighting:
      • The defective or damaged area.
      • The original packaging and the complete product.
    • Include a detailed description of the issue and your expectations (replacement, store credit, etc.).

  3. Possible Resolutions:

    • Replacement of the defective or incorrect product.
    • Partial or full refund as store credit.
    • Complements for missing items.

Fees and Processing Times

  1. Return Shipping Costs:

    • Return shipping costs are your responsibility, except in cases of non-conformity or confirmed defect.
    • Returns must be made via a carrier with tracking options.

  2. Processing Times:

    • Once the products are received and inspected, return and refund processing may take up to 30 business days.

Additional Legal Provisions

  • This return and refund policy complies with Articles L.221-18 to L.221-28 of the French Consumer Code.
  • Withdrawal rights do not apply to damaged, personalized, or incomplete products.
  • Color Neon reserves the right to refuse returns that do not meet the stated conditions.

Contact

For assistance or questions, please contact us via:

  • Email: Info@colorneon.com
  • Phone: +33 0758031097
  • Return Address: 122 Bd Charles de Gaulle, 93380 Pierrefitte-sur-Seine, France

This policy ensures a transparent and fair framework for our customers while protecting our business interests. For additional information, please refer to our General Terms and Conditions of Sale.