Refund policy

You would like to register a return?

Please use our returns portal: 

Consumers are entitled to the following right of withdrawal:
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the goods.
To exercise your right of withdrawal, you must inform us (Neona Living GmbH, Düsseldorfer Str 26, 51379, Leverkusen, Germany, e-mail: of your decision to withdraw from this contract by means of a clear declaration (e.g. a letter sent by post or an e-mail). You can use the attached model cancellation form for this purpose, which is, however, not mandatory. If you make use of this option, we will send you confirmation of receipt of such revocation without delay (e.g. by e-mail). The goods may only be returned to the following address: CFS c/o Neona Living GmbH, Neusser Str. 772, 50737 Cologne.
In order to comply with the revocation period, it is sufficient that you send the notification of the exercise of the right of revocation before the expiry of the revocation period.
Consequences of the revocation
If you withdraw from this contract, we must refund all payments we have received from you immediately and at the latest within fourteen days of the day on which we received notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You must return or hand over the goods to us without delay and in any case no later than fourteen days from the day on which you notify us of the cancellation of this contract. The deadline is met if you send the goods before the expiry of the period of fourteen days. You shall bear the direct costs of returning the goods. You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the condition, properties and functioning of the goods.
Sample cancellation form
(If you wish to cancel the contract, please complete and return this form. This address is not for returning the goods. The goods must be returned to the following address: Neona Living, Köhlstraße 37, 50827 Cologne).
Neona Living GmbH, Düsseldorfer Str 26, 51379, Leverkusen

I/we (*) hereby revoke the contract concluded with me/us (*) for the purchase of the following goods (*)/ the provision of the following service (*)
Ordered on (*)/ received on (*): _____________________________ Name of consumer(s): ______________________________ Address of consumer(s): ________________________________
_________________________________________________Signature of the consumer(s) (only in case of paper communication)
Date ___________________________________ (*) Delete where inapplicable.
Exclusion or premature expiry of the right of withdrawal
Unless otherwise agreed by the parties, the right of withdrawal shall not apply to contracts
for the delivery of goods that can spoil quickly or whose expiry date would be exceeded quickly.for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery;
for the delivery of goods if they have been inseparably mixed with other goods after delivery due to their nature.
Note on returning products
If possible, the goods should be returned in the original packaging with all accessories and packaging components. If necessary, please use protective outer packaging if the original packaging is no longer available, in order to ensure adequate protection against any transport damage. Damage and contamination to the item being returned should be avoided. Customers are requested to return the physical products to the Seller as a prepaid package and to retain the proof of posting. If the return is registered and returned via the returns portal, you will be informed by e-mail about each step in the processing of the return. In the event of a high volume of returns, it may take up to 14 days to process the return and issue a refund.

Return shipping
The costs of the return shipment are to be borne by the buyer and amount to 9.90€ per lamp if the provided shipping service provider is chosen. This only applies to returns from Germany. For all other countries, the return shipping costs are to be borne by the buyer.