Last updated: 23 April 2026
This returns and refunds policy applies to every order placed on helioneon.com by a consumer or a business customer. It complements the Terms and Conditions of Sale and sets out the circumstances in which a product may be returned, replaced or refunded.
By placing an order, the buyer acknowledges that they have read this policy and accept its terms.
In accordance with regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized.
As virtually all Helioneon neon signs are made to order (text, font, color, dimensions and mounting chosen by the customer), these products do not benefit from the statutory right of withdrawal. This exclusion is restated at the point of order confirmation.
Before production begins, we systematically send a 3D mock-up within 24 hours for written approval. Until the customer has approved this mock-up, the order may be amended or canceled free of charge.
Over and above our legal obligations, Helioneon grants a 14-day “Satisfied or Refunded” commercial guarantee from the date of receipt of the product, subject to the following conditions:
If these conditions are met, Helioneon will issue a full refund of the product price. Return shipping costs remain the customer’s responsibility, unless the return follows a manufacturing defect or non-conformity (see article 4).
If you receive a product with a visible defect, a text or color error compared with the approved mock-up, or damage linked to transport, you must notify us within 72 hours of receipt, enclosing:
After assessment, we will offer as appropriate a free like-for-like replacement, a repair at our expense, or a full refund. In this case, return shipping costs are borne by us and we provide a prepaid returns label.
Every returns request follows three steps:
To be accepted, a return must meet all of the following conditions:
Returns that do not meet these conditions may be refused or subject to a deduction proportionate to the depreciation observed, in accordance with article L221-23 of the French Consumer Code.
Return for defect, error or non-conformity: costs are fully covered by Helioneon. A prepaid shipping label is provided by email.
Return under the “Satisfied or Refunded” guarantee: return shipping costs remain the customer’s responsibility. We recommend a tracked and insured consignment. Parcels lost or damaged during the return journey cannot be refunded.
Refusing delivery of a parcel without a valid reason is treated as a customer-initiated return: the outbound and return shipping costs, and any charges billed to us by the carrier, are deducted from the refund.
Once the product has been received and inspected, the refund is approved within 7 working days. It is issued via the same payment method used for the order (bank card).
Depending on your bank, the transaction may take up to 10 additional working days to appear on your account. No refund can be made in cash or by check.
If the returned product shows slight wear or a missing item (instructions, transformer, packaging), Helioneon reserves the right to apply a clear and justified deduction before refunding. The customer is informed in writing before confirmation.
Independently of this returns policy, every Helioneon neon benefits from a 3-year commercial warranty covering manufacturing defects, LED failure and transformer failure, when used as intended.
This guarantee covers:
It does not cover:
Helioneon neons are designed for an average lifespan of 100,000 hours, equivalent to roughly 22 years at 12 hours a day.
Consumers residing in the European Union benefit from the following statutory guarantees, independently of the commercial guarantee:
To rely on either of these guarantees, contact us by email at hello@helioneon.com, enclosing your proof of purchase and a description of the defect.
If a dispute arises, please write to our customer service team first at hello@helioneon.com with your order reference: most cases are settled at this stage. Should the matter remain unresolved, you keep every remedy available to you under the consumer protection law of your country of residence, which applies regardless of where the seller is established.
Our team handles every request in the order received, with a first response within 24 hours Monday to Friday. To speed up processing, please include your order number (HLN-XXXXXX) in your first message and attach any necessary photos or videos.
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