Returns & Refunds Policy

For Refunds & Returns you can reach us by filling the contact form. Please first read carefully the requirements below before contacting us.

Returns & Refunds

Customers can only return any unopened, unused or unworn product with its packaging or tags intact to us within 30 days of receiving it for a full refund or exchange (for a defective product see below). Unfortunately, we cannot refund or exchange unwanted items if the products have been used or any of the original packaging is missing or broken.

Any item returned must have ALL original parts and packaging, batteries if applicable, cords, controls, blank warranty cards, instructions etc.

Order cancellation

You have the right to cancel your order within 30 days for a refund. If a customer cancels its order once it has shipped or returns it when it arrives to its delivery address without accepting it, we will only refund the amount of the products that he ordered.  Shipping costs will not be refundable. NegoLuz work on a same day dispatch system, so please try and cancel your order on the same day as ordering to avoid the inconvenience of returning your order.

How to return an item

First contact us to let us know about your return. We will then issue you a Return Merchandise Authorization number (RMA) via email and provide instructions on getting the product back to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. We will not accept any return without one.

To avoid returns being broken during transportation package your return securely in plain cardboard boxes or heavy-duty padded envelopes. Include as much original packaging as possible.

Defective products or incorrect goods

Before shipping back a defective product illegible for exchange, do the following verification. Test-batteries from factory embedded in products must be replaced with brand new batteries to make sure that product is working fine before being applicable for exchange. Always check twice to be sure batteries are inserted correctly or press the item speed button to turn it on. Ensure the battery has been fully charged for 24 hours before using your product.  Some products have a safety feature for transportation. Make sure to press the on/off button for at least 10 seconds to remove the safety.

If an item is found to be defective within 30 days of receiving, we will replace it with the same item. Please contact us, to let us know of the issue as soon as possible so we can rectify the problem quickly for you.

When emailing about a defect, please state the following information: your order number, with your name and the nature of the defect, and attach some photos. Once the defective item is received back into our warehouse, we will promptly ship a new replacement to you free of charge.

If an item is defective and is accepted to be returned and we do not have a replacement in stock, we will refund the full amount of the item to the customer.


At NegoLuz we aim to refund you within 7 days. Unfortunately, a refund cannot be issued until NegoLuz receives the goods in question.