Right of withdrawal - Return

You are entitled to the legal cooling-off period of 14 calendar days. This period begins the day after the delivery of your order.

If you make use of this right, you must return the goods received as soon as possible and no later than 14 days after informing our customer service department of your decision to withdraw from the purchase.

Before returning your product, we ask you to contact our customer service department by e-mail so that we can coordinate the return. You will then receive a specific document that will allow us to process the return of your product to our offices in the best possible way.

Terms and conditions :

An item will only be accepted for return if it meets our specific return conditions. Any failure to do so may result in the refusal of the return.

The products must be in perfect condition, intact and in their original packaging, which must also be in perfect condition. The products may not show any trace of use, they can only be examined as would be done in a physical store, without damaging the packaging and interior protections. If you install, damage the inner packaging and protections or use the product anyway, it means that you accept it and no returns will be accepted.

Once you have received your return documents after consulting our customer service department, you have 14 calendar days to return the product to us.

Exceptions :

The right of withdrawal does not apply to products made to measure for the customer, custom work or products clearly intended for a specific person. Cables with specific dimensions, special finishes, modifications of a component are part of products made to order and will not be taken back.

The right of withdrawal does not apply to used, damaged or incomplete items.

The European right of revocation does not apply to professional customers (i.e. customers who have a company name and/or VAT number) and/or who register on our site as a professional customer with our specific pricing policy.

The European right of revocation only applies to orders shipped to the 28 EU member states plus Iceland, Liechtenstein and Norway.

Procedure for withdrawal and return of goods :

Follow the following steps carefully if you wish to withdraw and return your package.

Inform us by e-mail or via the dedicated form of your wish to return the purchased product within 14 days of receipt of your order. Always mention your customer number, the invoice number and the references of the products you intend to return to us. Once the return document has been received by our customer service department, you have 14 working days to return the package to us. You do not need to justify your decision.  However, if you wish, we would be happy to read your justifications so that we can, as far as possible, improve our services.

We invite you to click on the link below to download and fill out the standard return form.

The product must be returned at your own expense and under your own responsibility to the following address:





You are responsible for any damage and/or loss during return transport.

SA HUGO NEUMANN NV accepts no liability in this respect.

If you are making a return from outside the European Union, please always use a company specialized in courier and logistics services (for example: UPS, FEDEX, TNT, DHL,...).  You cannot use postal services

If you still use a post office, you will be held responsible for all customs formalities and costs involved.

Once your package has been received by our logistics department, we will check as soon as possible whether the product meets the return conditions and inform you of our decision by e-mail. If the return conditions have been met, the full amount of your order will be refunded to your account.

Please note: we only refund the purchase price and delivery costs (if applicable). The shipping costs for returning the product are always at your expense.

If the product is slightly different from our return conditions (i.e. if the product can still be resold), the return can be accepted. In this case, however, you may be charged a fee due to the reduced value of the product.

If you wish an exchange, or for a refused return of your order after verification by our services, we can return the product at your expense with a transport company. If the refused return is still in our store after 14 calendar days, you will be informed by email that the product is no longer under our responsibility. From that moment on, a storage fee of 25€/month may be charged.


Within 14 days of being informed of your decision to cancel the purchase, we will refund you the payments received, including shipping costs, if our return conditions are fully respected.  We reserve the right to wait for the return of your package to carry out the usual checks.

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