Refund and returns policy

This policy applies to purchases made through this website by consumers in the European Union. It sits alongside your statutory rights and does not limit them.

1. Your right to change your mind

You have 14 days to withdraw from a purchase without giving a reason. The 14 days start:

• for goods, on the day you or someone you nominate receives them;
• for goods delivered in several shipments, on the day the last item arrives;
• for a service or a subscription, on the day the contract is concluded.

If we have not told you about this right, the period extends by up to twelve months.

2. How to withdraw

Use the withdrawal function on our website. It is reachable from your account and from your order confirmation email, and it takes one step. We confirm receipt by email without delay.

You can also email us at info@manilai.com, or use the model withdrawal form at the end of this policy. Any clear statement that you are withdrawing is enough; the form is optional.

It is enough that you send your withdrawal before the 14 days are up. It does not matter when it reaches us.

3. Returning goods

Send the goods back within 14 days of telling us you are withdrawing. You bear the direct cost of returning them.

You may unpack and examine what you bought as you would in a shop. If you handle it beyond that and its value drops as a result, we may deduct the reduction in value from your refund.

Return address: LED-visuals B.V., attn. MANILAI returns, Spadesteek 12, 4131 MB Vianen, the Netherlands. Please include your order number so we can match your return to your refund.

4. Your refund

We refund you within 14 days of receiving your withdrawal. Where goods are involved we may wait until we have them back, or until you show us you have sent them, whichever comes first.

We refund everything you paid, including the standard delivery cost. If you chose a more expensive delivery method than our standard one, we refund the standard cost. We use the same payment method you used, and the refund costs you nothing.

5. Digital content

If you buy digital content that is delivered immediately, such as a download, you lose the right to withdraw once delivery has started. That applies only if you expressly asked us to start, acknowledged that you were giving up the right, and we confirmed this to you on a durable medium. We ask for both at checkout; if we do not, you keep the full 14 days.

6. Subscriptions and ongoing services

You can withdraw from a subscription within 14 days of taking it out.

If you asked us to start straight away and then withdraw, you pay for the part you have used, in proportion to the full price. If we did not tell you about this beforehand, you pay nothing. Starting immediately does not by itself end your right to withdraw.

Outside the withdrawal period, a subscription ends in the way set out in the Website Terms and at the time stated there.

7. Buying a device and a subscription together

If you bought them as one package, withdrawing applies to the package as a whole: return the device and the subscription ends with it. If you bought them separately, each follows its own rules above.

8. When the right to withdraw does not apply

The law sets out a limited number of exceptions. Those that may apply to us are:

• goods made to your specification or clearly personalised;
• sealed goods that are not suitable for return for reasons of health protection or hygiene, once unsealed;
• digital content delivered immediately, under the conditions in section 5.

If an exception applies to something you are buying, we say so clearly before you order.

9. If something is wrong with your order

This is separate from withdrawing and it is not limited to 14 days. What you receive must match what we described and must work as you can reasonably expect. If it does not, you are entitled to repair or replacement, and if that is not possible or takes too long, to a price reduction or a refund.

Contact us at info@manilai.com and tell us what is wrong. We respond within 14 days.

10. Complaints

If you are not happy with how we handled something, write to info@manilai.com and we will respond within 14 days. If we cannot resolve it together, you can bring the matter before the competent court. If you live in another EU country, the European Consumer Centre in your country can help you with a cross-border complaint free of charge.

11. Model withdrawal form

You do not have to use this form, but you may.