Returns & Refunds Policy

Please first carefully read the requirements below about Returns & Refunds before contacting us. For refunds and returns, contact us by filling out the contact form here: Contact Form


NegoLuz informs you that the deadline for exchange or return of products is 30 days after receipt of your item to request a return. To be eligible for a return, your item must be in the same condition you received it, unused, with tags and in its original packaging.

Please always contact us before making a return to [email protected]. Items returned to us without prior return request will not be accepted.

  • How should customers initiate a product return?
    – By email to [email protected]
  • How will customers receive the return label?
    – For defective products: Label to download and print
    – For customers who have changed their mind: Label to download and print
  • Shipping costs
    • Initial shipping cost will not be refunded
    • Customer is reponsible for return shipping cost
  • What are the restocking fees?
    – No restocking fees
  • The product conditions under which we authorize returns:
    – New product

Our customers can only return (non-personalized) products to us in their original condition within 30 days of receipt for a full refund or exchange. Please refer to our returns procedure below. For a defective product, see below. Unfortunately, we cannot refund or exchange unwanted products if the products have been damaged after delivery or if any of the original packaging is missing or broken. All product must be returned with ALL original parts and packaging, accessories, cables, batteries if applicable, remote control, blank warranty cards, instructions, etc.

Non-returnable items

We cannot accept returns and refunds on orders for personalized products, including products with custom text, custom colors, printing or graphics.

Order cancellation

You have the right to cancel your order within 30 days for a refund. If a customer cancels their order once it has been shipped or rejects it when it arrives at their delivery address without accepting it, we will only refund the amount of the products they ordered. Shipping costs will not be refundable. NegoLuz attempts to operate on a same-day shipping system; Consequently, we recommend that, whenever possible, you try to cancel your order the same day you placed it in order to avoid the inconvenience of returning your order.

How to return an item

Contact us first to let us know about your return. We will then email you a Return Merchandise Authorization (RMA) number and tell you how to return the product to us. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURNS IN ORDER TO BE PROCESSED. We will not accept any returns without this.

All returned products must be packaged and returned in their original packaging for their protection. The customer is responsible for any damage occurring during return shipping. Damaged returns will not be refunded and the customer must file a claim with the carrier. Returned packages must be insured by you for your protection. Original and return shipping costs will not be refunded.




Wring product:

If you discover your order is flawed please contact us mail: [email protected] with photos of the wrong product we will providing a return shipping label. Once it is tracking we will ship a replacement a product immediately.


We only exchange products if they are defective or damaged. If you need to exchange your product for the same product please contact us by mail: [email protected]. We will process the free exchange.

Return shipping costs

No charge when the product is incorrect, damaged by the carrier or otherwise defective.

Change of mind:

if you change your mind, please let us know as soon as possible. If the products have already been shipped, we will not be able to cancel the order. After receiving your products, you must request a return. We do not take any restocking fees.

Refunds (if applicable)

Once your return has been received and inspected, we will send you an email indicating that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you’re approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Then contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and still haven’t received your refund. You will not need to return the product and we will refund the amount of your order directly to you.

What is the repayment period?

You will receive a refund of the amount paid within a maximum of 5 to 7 days.

What is the warehouse processing time?

Once the return has been collected, it will arrive at the warehouse, where our team will assess its condition and whether it meets the conditions to proceed with the refund. This process can take between 5 and 10 days. If the item does not meet the return requirements, our fulfillment center will contact you.

Customer Support:

  • Our phone service hours are Monday to Friday: 8 am  to 6 pm (except public holidays).
  • Email: [email protected]