At Space Neon (spaceneon.shop) we want you to buy with complete confidence. This policy explains your warranty rights, your right of withdrawal, and how returns work — including the special rules that apply to personalised products under EU consumer law.
1. Legal guarantee of conformity — 3 years
All our products are covered by a legal guarantee of conformity of 3 years from delivery, in accordance with Spanish consumer law (Royal Legislative Decree 1/2007, as amended in 2022), which meets and exceeds the minimum two-year guarantee established by EU law. This guarantee covers manufacturing defects and faults in operation.
If your product is defective or not as described, you are entitled to have it repaired or replaced free of charge or, where that is not possible or proportionate, to a price reduction or a full refund. Shipping costs for returning a defective product are borne by Space Neon. This guarantee does not cover damage caused by misuse, improper installation contrary to our instructions, or normal wear and tear.
2. Right of withdrawal — 14 days (non-personalised products)
If you purchased a standard catalogue product (a design from our catalogue without any customisation), you have the right to withdraw from the purchase within 14 calendar days of the day you (or a third party indicated by you) received the goods, without giving any reason.
- To exercise this right, notify us within that period by an unequivocal statement — for example by email to hello@spaceneon.shop — or by using the model withdrawal form at the end of this page.
- You must send the goods back to us without undue delay and in any event no later than 14 days from the day you notified us of your withdrawal.
- The direct cost of returning the goods is borne by you.
- We will refund all payments received from you, including standard delivery costs, within 14 days of the day we receive the goods back (or you supply evidence of having sent them back, whichever is earliest), using the same means of payment you used for the purchase (bank card, PayPal or bank transfer).
- You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. Please return the product complete, in its original packaging where possible.
3. Personalised products — exception to the right of withdrawal
Most Space Neon products are made to order according to your specifications: custom text or names, logos, uploaded designs, and neon signs with dimensions, fonts or colour combinations chosen by you.
In accordance with Article 16(c) of Directive 2011/83/EU on consumer rights and Article 103(c) of the Spanish General Consumer Law (and the corresponding national rules of your country of residence), the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. Therefore, personalised neon signs cannot be returned or exchanged once production has started, except where the product is defective or the personalisation error is attributable to us.
Before production we always work from the text, design or proof you provide or approve. Please review it carefully. If the personalisation error is our responsibility (for example, the manufactured sign does not match the approved proof), we will remake or replace the product, or refund you, at no cost to you.
4. What should I do if I receive a damaged product?
- When receiving the parcel, please check that the packaging is in good condition. If the box shows visible damage, we recommend noting it on the carrier’s delivery receipt.
- Please send photographs of the damage to hello@spaceneon.shop, ideally within 48 hours of delivery. Acting quickly allows us to claim against the carrier and resolve your case faster — but doing so later never deprives you of your legal rights.
- We commit to responding and offering a solution (replacement, repair or refund) within a maximum of 7 business days.
5. Delivery times
The delivery times shown on each product page are our standard production and shipping estimates (7–10 business days for standard orders). Delays caused by carriers are unfortunately outside our control; if your order is significantly delayed, contact us and we will track it with the carrier and keep you informed. Your statutory rights remain unaffected.
6. Refunds
All refunds are processed using the same payment method used at purchase (credit/debit card, PayPal or bank transfer) within the legal deadline of 14 days described above. If you have any questions about the status of a return or refund, write to us at hello@spaceneon.shop.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract — applicable to non-personalised catalogue products only.)
— To: Space Neon, C/ Romero 3, 06207 Aceuchal (Badajoz), Spain — hello@spaceneon.shop
— I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ______
— Ordered on (*)/received on (*): ______
— Order number: ______
— Name of consumer(s): ______
— Address of consumer(s): ______
— Signature of consumer(s) (only if this form is notified on paper): ______
— Date: ______
(*) Delete as appropriate.
This policy does not limit any rights granted to you by the mandatory consumer protection law of your country of residence.
