At CY Universal, we create illuminated displays designed to bring your ideas to life, including LED lightboxes, custom business signs, and pinball toppers.

If something is wrong with your order, please contact us. We will review the issue and work with you to provide an appropriate solution.

This policy explains returns, cancellations, delivery issues, and warranty support. It does not limit any mandatory consumer rights applicable to your purchase.

1. Contacting Us

For a return, refund, delivery issue, or warranty request, email lalo@cyuniversal.com or use our Contact page.

Please include:

• Your order number or proof of purchase.

• The name and email address used for the order.

• A description of the issue or request.

• Clear photographs or a short video, where relevant.

For shipping damage, please also include photographs of the outer packaging, shipping label, protective materials, and damaged product.

2. Standard Product Returns

For eligible, non-personalized products, customers may request a return within 14 days of delivery.

Please contact us within that period to notify us of your decision. We will provide the correct return address and shipping instructions. Following our instructions helps avoid delays, but prior approval is not a condition for exercising a statutory right of withdrawal.

Return the product with its supplied accessories and components. Please use the original packaging where possible, or equivalent protective packaging.

You may inspect the product to establish its nature, characteristics, and operation. Where permitted by law, a deduction may apply for diminished value caused by handling beyond what is necessary for that inspection. Opening the packaging does not, by itself, remove an applicable statutory return right.

For change-of-mind returns, the customer pays the direct return shipping costs where this was disclosed before purchase. For oversized products that cannot normally be returned by post, any applicable return-cost estimate will be provided before the order is placed.

3. Custom and Personalized Products

Products made to your individual specifications or clearly personalized are generally excluded from change-of-mind returns where the applicable law permits this exception.

Examples may include:

• Signs featuring your business logo, name, or supplied artwork.

• Displays with personalized wording.

• Products manufactured to bespoke dimensions or a unique agreed design.

A product is not automatically non-returnable simply because it is manufactured after an order is placed. Standard catalog products and ordinary preset options will be assessed according to the applicable rules.

Any applicable personalized-product exception will be communicated before purchase.

This exception does not affect your rights if the product arrives damaged, is defective, or does not match the agreed specifications. Any more favorable return promise made when you placed your order will be honored. Your Europe

4. Design Approval and Order Changes

Where a design preview is provided, please check the artwork, spelling, dimensions, colors, mounting requirements, and selected options carefully before approving production.

If you would like a change, contact us as soon as possible. Changes requested after approval may involve additional costs or affect the production schedule. We will explain these before proceeding.

Approval does not remove your rights if the finished product materially differs from the approved design or agreed specifications.

Digital previews illustrate the intended design. Screen settings, photography, ambient light, and illumination can affect how colors appear. Any variations must remain consistent with the agreed product description and quality.

5. Cancellations and Deposits

If you need to cancel an order, contact us promptly.

For custom orders without a statutory change-of-mind cancellation right, cancellation options depend on the stage of design and production and the terms agreed before purchase.

Any design fees, deposits, or cancellation charges must be clearly explained before payment. We will not treat a payment as automatically non-refundable simply because it is described as a deposit.

Where cancellation charges are lawfully applicable, we will explain the work completed and relevant costs. These terms do not override your rights concerning defective goods, non-delivery, or other failures to fulfill the order.

6. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery and notify us promptly if an item is damaged, missing components, incorrect, or not working as expected.

Keep the packaging while we assess shipping damage, where reasonably possible. Photographs and videos help us identify the issue and arrange a solution.

Prompt reporting helps with carrier investigations. However, a request to report damage promptly does not shorten your statutory rights or automatically invalidate a later claim.

Depending on the issue and applicable law, a solution may include:

• Replacement parts.

• Repair.

• Replacement of the affected product.

• A price reduction or refund where appropriate.

For a valid defect or incorrect-item claim, we will cover the necessary costs of the remedy, including applicable shipping, labor, and materials. You will not be required to accept store credit instead of a refund to which you are legally entitled. Your Europe

7. Lost Shipments and Delivery Delays

If tracking stops updating or your order has not arrived, contact us so we can investigate with the carrier.

Delivery estimates may be affected by customs processing, local delivery conditions, or other transport delays. A delay does not automatically mean a shipment is lost.

For consumer orders shipped using a carrier arranged by CY Universal, we remain responsible for delivery until you, or a person you designate, physically receive the goods, subject to applicable law. If the shipment is lost before delivery, we will arrange a replacement or refund as required.

You do not need to obtain compensation from the carrier yourself before receiving a remedy from us. Your Europe

8. Warranty and Legal Guarantees

Your Legal Rights

Your purchase may be protected by mandatory legal guarantees, depending on the applicable law.

Where Spanish consumer law applies, CY Universal is responsible for qualifying lack of conformity that existed at delivery and becomes apparent within three years of delivery of new goods.

These legal rights apply independently of any commercial warranty and also cover qualifying custom and personalized products.

Commercial Warranty for Large Projects

Large projects include a 12-month commercial warranty from delivery, as identified in the quotation or order confirmation. That document will specify the covered project and any additional agreed terms.

The commercial warranty covers manufacturing defects and failures of supplied lighting or electrical components under normal use and in accordance with the supplied instructions.

The warranty provider is CY Universals Custom Signs SLU. Support is available through lalo@cyuniversal.com.

Coverage applies to the original delivery country stated in the order. Contact us before relocating the product internationally so we can explain any practical servicing arrangements.

For a covered issue, we will arrange repair or replacement of the affected component or product without charge, including necessary shipping costs.

The 12-month commercial warranty does not replace, shorten, or restrict your statutory rights.

9. Damage Outside Commercial Warranty Coverage

The commercial warranty does not cover damage caused by:

• Accidents, drops, impacts, or improper handling.

• Incorrect installation or unsuitable mounting.

• An incorrect voltage, incompatible power supply, or improper electrical connection.

• Exposure to water, excessive humidity, excessive heat, or outdoor conditions unless the product was expressly supplied for those conditions.

• Alterations or repairs that cause the reported fault.

• Normal cosmetic wear from use.

An exclusion applies only where the relevant circumstances caused the issue. It does not automatically invalidate unrelated coverage or mandatory legal rights.

Our 3D-printed products may have visible manufacturing texture. Such characteristics are acceptable only when consistent with the product description, agreed finish, and reasonable quality expectations.

10. Installation and Power Requirements

Use the voltage, power supply, connectors, and installation method specified for your particular product.

Products may have different electrical requirements. Do not assume that a USB-powered product and a 12V product use interchangeable supplies.

Where alternative power connections are supplied, do not connect both simultaneously unless our instructions expressly permit it.

If the product flickers, does not illuminate, or behaves unexpectedly, disconnect it and contact us before modifying the wiring or attempting a repair.

11. Return Shipping and Refunds

Contact us for the appropriate return address. The dispatch location may differ from the return location, so please do not automatically send an item to the address printed on its shipping label.

Pack the product securely and keep proof of dispatch.

For an applicable statutory withdrawal, notify us within 14 days of delivery and send the goods back within 14 days of that notification.

We will refund the eligible purchase amount and the cost of our least expensive standard outbound delivery option. Additional amounts paid for an upgraded delivery service are not refundable under a change-of-mind withdrawal unless required by law.

The refund will be issued within 14 days of your withdrawal notification. Where permitted, we may withhold it until we receive the goods or evidence that you have sent them back, whichever occurs first.

Refunds are made using the original payment method unless you expressly agree otherwise, without an additional refund fee. Your payment provider may need further time to display the funds. Your Europe

12. Business Orders and Marketplace Purchases

Business purchases may be governed by the quotation, project agreement, and applicable commercial law. Consumer withdrawal rules do not automatically apply to business-to-business purchases.

For purchases made through a marketplace, its applicable return and buyer-protection procedures may also apply. Contact us through the platform’s order messaging system where appropriate.

Nothing in this policy removes mandatory rights or more favorable terms expressly agreed for your order.

13. Support After Warranty Coverage

If your product requires attention outside applicable warranty coverage, contact us. We can assess available repair options or replacement components.

Any chargeable work will be explained and quoted before you authorize it.

14. Optional Withdrawal Notice

For an eligible non-personalized consumer purchase, you may email the following notice or send any other clear statement of your decision to withdraw:

To CY Universal, lalo@cyuniversal.com:

I hereby notify you that I withdraw from my purchase of the following goods:

Product(s): __________________________

Order number: ________________________

Order date: __________________________

Delivery date: ________________________

Customer name: ______________________

Customer address: ____________________

Date: _______________________________

15. Policy Updates

We may update this policy to clarify our procedures or reflect changes in applicable requirements. Updates will not retrospectively reduce rights or commitments associated with an existing purchase.

Need help with your order?
Email lalo@cyuniversal.com or visit cyuniversal.com/contact.

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