You have a 30-day right of return with us.

Return policy: In the case of a complaint we of course cover the return costs for you and refund the full amount.
As we’re a young, self-financed company and already cover the shipping costs to you, we unfortunately can’t also cover the cost of a regular return. If you send your lamps back within the 30 days, you’ll therefore receive the refundable amount minus the return shipping costs.
For a stress-free return process you can simply register your return via our returns portal. There you can keep track of the current status of your return at any time.

The following lamps are suitable for outdoors:

Wall lamps
Linear
Polaris 2.0
Xena
Yava
Orion (mains-powered version)
Spectra

Table lamps:
Nero
Cora
Ava
Nova
Cosmo

Path lights:
Nilo
Vito
Orbit
Sora
Noxo
Astro
Loro
Lera

The options for 1 to 3 or 4 lamps offer a special volume discount when you buy several lamps. They are not options to buy the lamp in different variants. The lamps are always exactly as shown in the product images.

The following lamps can be controlled with a remote: Atropos, Caecilia, Gaia, Helios, Hyperion, Hypnos, Ourea, Perseis, Pontos, Selene, Sol, Sola, Solaya, Solei, Aurelia, Sophea and Altos.

Hemeria, Iluma, Lumos, Olara, Olia, Noia, Amio and Orpheus are dimmed with a wall dimmer switch (TRIAC).

Aurora, Lunara, Riva, Solana, Solea, Sundara, Estella and Somos.

These lamps offer three-step dimming (100%, 40%, 10%), controlled by switching them off and on again quickly (within 2 seconds) at the wall switch. After being off for more than 3 seconds, no brightness level is saved; the lamp always starts again at 100% brightness.

You’ll find the user manual and assembly instructions on the respective product page under Downloads.

There are two ways to pair the lamp with the remote:

1. Hold the remote as close as possible to the transformer (ideally within 30 cm). It’s located in the ceiling or wall plate of the lamp.

2. Switch off the wall switch and wait at least 5 seconds so the lamp is fully discharged.

3.
a. Option 1:
Within 3 seconds of switching on at the wall switch, hold down the “ON” button (“I”) on the remote.

b. Option 2:
Switch on the wall switch and hold down the “ON” button (“I”) on the remote at the same time. Important: the wall switch must be pressed before the status light on the remote lights up red for the second time and the red light stays on. The first time is a blink; the second time the light stays red and the status light stops blinking. So the status light glows steadily red while you hold the button. The pairing process can ONLY work if the wall switch is pressed before the 2nd (steady) light-up.

4. Once pairing is successful, the lamp flashes briefly once. The remote’s functions can now be used.

IMPORTANT:
• Follow the exact timing when pairing/unpairing – it is crucial to success.
• If pairing doesn’t work, carefully repeat the process.

There are two ways to pair the lamp with the remote:

1. Hold the remote as close as possible to the transformer (ideally within 20 cm). It’s located in the lamp’s power supply unit.

2. Disconnect the power supply unit from the cable and wait at least 5 seconds so the lamp is fully discharged.

3.
a. Option 1:
Within 3 seconds of reconnecting the power supply unit and cable, hold down the “ON” button (“I”) on the remote.

b. Option 2:
Disconnect the power supply unit from the cable and hold down the “ON” button (“I”) on the remote at the same time. Important: the power supply unit must be connected to the cable before the status light on the remote lights up red for the second time and the red light stays on. The first time is a blink; the second time the light stays red and the status light stops blinking. So the status light glows steadily red while you hold the button. The pairing process can ONLY work if the power supply unit is connected to the cable before the 2nd (steady) light-up.

4. Once pairing is successful, the lamp flashes briefly once. The remote’s functions can now be used.

IMPORTANT:
• Follow the exact timing when pairing/unpairing – it is crucial to success.
• If pairing doesn’t work, carefully repeat the process.

Please reset the lamp once as follows.

Ceiling/wall lamp:
Switch the lamp off at the light switch. Then switch the light on and press the on button on the remote quickly several times in a row (at least 5×). The lamp will start to light up rapidly. At this point the remote should no longer work, correct?

Now switch the light off again at the wall switch. Wait a few seconds, then switch the light back on and, within a few seconds, press the ON button 5× quickly in a row. The rings should now start to light up again and the remote is paired anew.

Floor lamp:
1. Unplug the lamp

2. Hold down the ON button on the remote and plug it back in while holding

3. The lamp has now been reset and the problem should be solved

Your parcel is already on its way to you. Sometimes the carrier needs a little while to update the system. If the status still hasn’t changed after 4 days, please get in touch with our customer support at support@neona.store.

Here’s a short guide to finding your invoice yourself.

1. go to your email inbox
2. search for your shipping confirmation “A shipment from order #xxxxxx is on its way”
3. in that email you can download your invoice via the link “Link to invoice”.

No. We don’t have a store yet where you can come and see the lamps — we’re an online store only. Thanks to our 30-day right of return, though, it’s easy to order the lamps home and take a look!

Go to our website and scroll all the way down. There you’ll find a field where you can enter your email address to subscribe to the newsletter.

To change the batteries in the glass remote with wall mount, carefully lever off the back plate using a flat, narrow object in the notch at the back (a small flat-head screwdriver works well). Then you can insert the button cells.
Here’s a link to a video that demonstrates the process:

https://cdn.shopify.com/videos/c/o/v/b64c4e6097d64df2a5c192e60830304b.mov

Our lamps are in high demand, and for some models delivery times of up to 12 weeks can occur. That’s because with particularly popular products we sometimes can’t predict demand exactly. If a product is received much better than expected, it sells out quickly and we first have to produce more. That process, including thorough quality checks, can take up to 12 weeks.

As a self-financed, organically growing company we deliberately produce without large surpluses, in order to conserve resources and work sustainably. With your order you secure a lamp from the next production batch. Even though we always aim to keep our products immediately available, we can’t guarantee that units will still be left after a new batch. We therefore recommend ordering early.

If you need a lamp urgently, feel free to contact our customer support at support@neona.store. There’s a chance we have the model you want in stock in recycled packaging, which we can ship on special request.