Returns & Refunds
RETURN POLICY
LightUpWorlds complies with the Consumer Contracts Regulations, providing purchasers a cooling off period starting from the moment of purchase until 30 days after receiving the item.
To initiate a return and refund for any Made to Order products purchased from our Shop, please follow these steps:
The return period begins the moment you place the order and lasts for 30 days after you receive the product(s).
Make sure the product you are returning is in pristine condition, including all packaging and adapters.
Contact us and provide the following information:
1.Order number
2.Email address used for the order
3.Reason for the return
We will then send you detailed return instructions.
Please note that for a refund, all products must be returned within 30 calendar days after the confirmed cancellation.
Return Shipping Costs:
If your sign is faulty, LightUpWorlds will cover the cost of return shipping.
If you have changed your mind, you will be responsible for the return shipping cost.
Personalized Signs from the Shop are not eligible for a refund unless they are faulty. To arrange a return and refund for any Personalized Signs or Custom Neon signs, please follow these steps:
Contact us at hello@lightupworlds.com and inform us of the products you wish to return and the reason, attaching a short video of your sign as well as photos.
Please note that both a video and photos are required for diagnostic and quality purposes. Failure to provide these may limit our ability to resolve your issue.
Once we have received all the necessary information, we will get in touch to address the issue.
REFUNDS POLICY
Upon receiving and inspecting your return, we will send you an email notifying that your item has been successfully delivered back to us. At the same time, we will inform you whether your refund has been approved or rejected. If approved, the refund will be processed and instantly applied to your credit card or original payment method.
Refund Options:
If you paid by credit card, we will start the refund process after receiving your email confirming the return. It usually takes between 5 and 10 days for most banks to process refunds.
If you require an alternative refund method, please allow up to 14 days for us to complete the return and refund process.
Late Or Missing Refunds (If Applicable):
If you have not yet received your refund, first check your bank account. Then contact your credit card company, as there may be a processing delay. If you've done all of this and still haven't received your refund, please email us at hello@lightupworlds.com.
Sale Items (If Applicable):
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
Exchanges (If Applicable):
We only replace items if they are defective or damaged. If you need to exchange an item for the same one, email us at hello@lightupworlds.com and send your item to the provided address.
Warranty
We offer a 2-Year Warranty on all our products starting from the day of purchase. If any issues arise with the product, customers are kindly requested to send us an email providing details of the damages along with a picture or video to hello@lightupworlds.com.
Upon receiving the information, we will assess the severity of the issue to determine if it can be resolved with a spare part or if a full replacement is necessary. It's important to note that the warranty does not cover damages caused by external circumstances beyond our control.
To be eligible for warranty claims, customers must submit their claims within 2 year from the receipt of items. While customers will need to cover the initial return shipping costs, we will reimburse the shipping fees upon successful validation of the warranty claim. Once we receive the items for the warranty claim, we aim to process it within 7 days.
Upon confirming the warranty claim, we will either repair or remake the sign within 14 days and ship it back to you free of charge.
Please be aware that if you resell, distribute, commercially use, operate a website, or generate income from the products other than for personal or company use, your warranty will become void. The warranty remains valid within the terms and conditions of this Agreement or other written agreements between you and LightUpWorlds.
