Shipping of your package

Packages are generally dispatched within 5 days after receipt of payment. They are shipped, for the European Union via Bpost, with a tracking number and delivered without signature. Packages may also be shipped via UPS or FEDEX and delivered against signature. Please contact us before choosing this method of delivery as it incurs additional costs. Whichever shipment choice you make, we will provide you with a link to track your package online.

For shipments outside of the European Union, we will ship your order to UPS or FEDEX by air mail to ensure the fastest and most secure delivery.

Shipping fees include preparation and packaging costs as well as postage. Preparation costs are fixed, while shipping costs vary according to the total weight of the package. We recommend that you group all your items in one order. We cannot group two orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are appropriately sized and your items are properly protected according to the recommendations of our partners.

Can I track my package?

Yes, on https://track.bpost.cloud/ you can check the status of your delivery. To search for your shipment, you can use the barcode or reference that bpost or we have sent you. You have received it by sms and/or e-mail, via the notice of passage that your letter carrier left in your mailbox, or on any other communication from our services. Make sure you specify the complete barcode.

In your absence a calling card is left in your mailbox (your mailbox must be accessible). It will allow you to pick up your shipment at the indicated relay point or will give you the terms of the second delivery.

If you have opted for an express delivery, or if you are part of the countries for which we use air transport, we invite you to consult the website of this provider's shipment tracking:

UPS

https://www.ups.com/be/fr/services/tracking/information.page

FEDEX

https://www.fedex.com/fr-fr/tracking.html

DHL

https://www.dhl.be/exp-en/express/tracking.html

Will I be kept informed of the delivery date?

Yes, you will be informed of the delivery date and its follow-up.  We invite you to consult, if you consider it necessary, the website of the carrier, our service provider, used for your order.

What happens if I am absent when the delivery company comes?

In your absence, a delivery notice will be left in your mailbox.

This notice will allow you to pick up your shipment at the indicated relay point or/and will give you the terms of the second delivery.

If you encounter the slightest difficulty, we invite you to contact us during the opening hours of our offices.

Where do we deliver and what are the costs?

As our digitalized version of our company HUGO NEUMANN, with the opening of this online sales site, LIGHT PASSION, we have decided to focus our efforts and services on the European community.  Our friends from Great Britain are welcome.  We do not forget our Swiss friends and the beautiful Principality of Monaco.

This being, of course, the beginning of a new chapter which, thanks to your trust, will only grow to offer the same offers on a more global market, while remaining and keeping our soul of a family company close to you.

Delivery is offered as soon as your purchases reach the sum of 150€,

If you do not reach this amount, we will ask you to contribute to the shipping costs at the rate of :

EC countries: 15 EUR

With the exception of the following countries :

Ireland: 40€ or free from 400€ purchase.

Italy: 30€ or free from 300€ purchase.

Latvia: 40€ or free for purchases over 400€.

Liechtenstein: €50 or free for purchases over €400.

Principality of Monaco: 25€ or free for every 400€ purchased.

Portugal: 40€ or free for purchases over 400€.

Romania: €50 or free for orders over €500.

Czech Republic: 25€ or free for purchases over 400€.

Slovakia: 25€ or free for purchases over 400€.

Slovenia: €25 or free for purchases over €400.

Switzerland: 25€ or free for purchases over 400€.

Lithuania: 50€ or free for purchases over 500€.

Vatican: 25€ or free for purchases over 400€.

For other countries, we invite you to contact us so that we can make you a price offer, the most interesting, with express transport.

Right of withdrawal - Return.

You are entitled to the legal cooling-off period of 14 calendar days. This period starts 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:

HUGO NEUMANN SA

5 Parc Industriel

1440 WAUTHIER-BRAINE

Belgium

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 that specializes in courier and logistics services (e.g. 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.

Refund

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.