--- title: "Return and Refund Policy | HELIONEON" description: "HELIONEON return policy: satisfied or refunded within 14 days. 3-year warranty on all our LED neon signs. Responsive customer service." url: https://helioneon.com/en/return-policy/ --- # Return and Refund Policy Last updated: 30 March 2026 ## 1. Preamble At HELIONEON, we are committed to providing LED neon signs of the highest quality. As each product is made to measure according to your personal specifications, our return policy takes into account the unique nature of our creations while respecting your consumer rights. ## 2. Right of withdrawal #### 2.1 Personalised products In accordance with the EU Consumer Rights Directive 2011/83/EU, the right of withdrawal does not apply to contracts for the supply of goods made to the consumer's specifications or clearly personalised. Consequently, LED neon signs made to measure (personalised text, custom design, specific dimensions, chosen colours) cannot be returned or refunded under the right of withdrawal. #### 2.2 Standard products (catalogue) For standard, non-personalised products available in our catalogue, you have a 14-calendar-day right of withdrawal from receipt of the product, in accordance with the EU Consumer Rights Directive 2011/83/EU. To exercise this right, you must notify us of your decision by email at hello@helioneon.com before the 14-day period expires. ## 3. Return conditions (standard products) To be accepted, the return of a standard product must meet the following conditions: - The product must be returned in its original packaging, intact and complete - The product must be in perfect condition, unused and undamaged - All accessories (power supply, fixings, instructions) must be included - The return must be made within 14 days following the withdrawal notification Return charges are the customer's responsibility. We recommend using a shipping service with tracking and insurance, given the fragile nature of the products. ## 4. Defective or non-compliant products If you receive a product that is defective, damaged in transit or not compliant with your order (including personalised products), you benefit from the following guarantees: #### 4.1 Reporting You must report the problem to us within 48 hours of receipt by sending to hello@helioneon.com: - Your order number - A detailed description of the defect or non-compliance - Clear photos of the product and packaging (minimum 3 photos from different angles) - A video if the defect concerns operation (lighting, flickering, etc.) #### 4.2 Handling the complaint After receiving your complaint, our quality service will examine your request within 48 working hours. Depending on the nature of the problem, we will offer you: - Repair of the product (if feasible) - Replacement of the product with an identical new one - A full refund (product plus initial delivery charges) In the case of a replacement or repair, the return and re-shipping charges are fully covered by HELIONEON. #### 4.3 Non-compliance with the proof If the product received does not match the proof you approved (error in text, colour or dimensions), we will remake the product at our expense and as quickly as possible. ## 5. Warranty #### 5.1 Commercial warranty All HELIONEON LED neon signs benefit from a 3-year commercial warranty from the date of delivery, covering: - Manufacturing defects - LED module failures (under normal conditions of use) - Transformer / power supply defects #### 5.2 Warranty exclusions The warranty does not cover: - Damage resulting from misuse or installation not in accordance with the instructions - Damage caused by an impact, a fall or an accident - Damage resulting from unsuitable environmental conditions (excessive humidity, direct exposure to the weather for an indoor model) - Normal wear and tear of the product - Modifications or repairs carried out by the customer or an unauthorised third party - Damage due to an electrical power surge #### 5.3 Legal guarantee of conformity Regardless of the commercial warranty, you benefit from the legal guarantee of conformity for 2 years from delivery of the goods, as well as the guarantee against hidden defects, under the mandatory consumer protection law of your country of residence. ## 6. Refund procedure #### 6.1 Refund period The refund is made within 14 days from: - Receipt of the returned product (for standard product returns) - Validation of the complaint by our quality service (for defective/non-compliant products) #### 6.2 Refund method The refund is made using the same means of payment as the one used for the initial order, unless otherwise agreed. No additional charge will be billed to you. #### 6.3 Partial refund In the event of a return of a standard product showing signs of use, deterioration or wear, we reserve the right to apply a depreciation to the refund amount, proportional to the condition of the product. ## 7. Order cancellation #### 7.1 Before proof approval You can cancel your order free of charge as long as the proof has not been approved and manufacturing has not begun. A full refund will be made within 14 days. #### 7.2 After proof approval ## 8. Contact For any return request, complaint or question relating to this policy: - **Email:** hello@helioneon.com - **Email subject:** "Return - [Your order number]" - **Address:** NEXUS SYNERGY - FZCO, IFZA Business Park, Building A2, Dubai Silicon Oasis, United Arab Emirates Our customer service is committed to responding to any request within 48 working hours.