Terms and Conditions of Sale

1. Purpose

These Terms and Conditions of Sale (T&Cs) govern all sales concluded through the website helioneon.com, operated by NEXUS SYNERGY - FZCO (hereinafter "HELIONEON"), a company incorporated under the laws of the United Arab Emirates and registered under licence number 49338 with the Dubai Integrated Economic Zones Authority.

Any order placed on the site implies the customer's unreserved acceptance of these T&Cs.

2. Products

HELIONEON designs and manufactures custom LED neon signs. Each product is made to measure according to the customer's specifications (text, font, colour, size).

Product photographs and descriptions are presented as accurately as possible. However, slight variations in colour or dimensions may occur between the visual and the final product, without this constituting a defect.

3. Prices

Prices are shown in euros (EUR). As NEXUS SYNERGY - FZCO is established in a free zone in Dubai, VAT is not applicable in accordance with local legislation. For deliveries within the European Union, the customer may be liable for customs duties and import taxes under the regulations of their country. These charges remain the customer's responsibility.

HELIONEON reserves the right to change its prices at any time. Products are invoiced at the price in force at the time the order is validated.

4. Ordering

4.1 Ordering process

The customer selects their product, personalises it (text, colour, size, font), reviews the order summary, then proceeds to payment. A confirmation email is sent automatically once payment is validated.

4.2 Proof approval

For any made-to-measure order, HELIONEON sends a digital proof (design mock-up) to the customer by email within 24 to 48 working hours. The customer must approve this proof before manufacturing begins.

Any changes requested after the proof has been approved may result in additional charges and a longer delivery time.

4.3 Cancellation

The customer may cancel their order free of charge before the proof is approved. Once the proof has been approved and manufacturing has begun, no cancellation is possible, as the product is made to measure.

5. Payment

Payment is made online at the time of ordering by bank card (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, or by bank transfer (on request, for business orders).

Payment is secured by an SSL protocol and processed by our PCI-DSS certified payment provider. No banking data is stored on our servers.

6. Manufacturing and lead times

Each neon sign is handcrafted to measure. The manufacturing time is 5 to 7 working days from approval of the proof.

7. Delivery

Delivery times are detailed in our Shipping Policy. The total time (manufacturing plus delivery) is approximately 10 working days for the United Kingdom.

8. Warranty

All our LED neon signs are covered by a 3-year warranty covering manufacturing defects and failures linked to normal use.

9. Right of withdrawal

In accordance with the EU Consumer Rights Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

However, if the product is defective, please refer to our Return Policy.

10. Complaints

Contact us within 48 hours of receipt at hello@helioneon.com with photos of the product. Reply within 24 to 48 working hours.

11. Personal data

See our Privacy Policy.

12. Intellectual property

The customer warrants that they hold the rights to the content supplied for personalisation. HELIONEON reserves the right to refuse any order with unlawful content.

13. Dispute resolution

Every consumer resident in the European Union is entitled to use a consumer mediation or alternative dispute resolution (ADR) scheme free of charge in order to settle a dispute with a trader amicably.

Before referring the matter to a mediator, the consumer must first have tried to resolve the dispute directly with HELIONEON through a written complaint to hello@helioneon.com.

If the response is unsatisfactory or if no reply is received within 30 days, the consumer may submit the complaint to the consumer mediation or ADR body available in their country of residence, and, where applicable, through the relevant online dispute resolution channels.

14. Governing law

These T&Cs are governed by the laws of the United Arab Emirates. However, for consumers resident in the European Union, the mandatory consumer protection provisions of their country of residence apply, in accordance with Regulation (EC) No 593/2008 (Rome I).

In the event of a dispute, and after an attempt at amicable resolution and/or mediation, the competent courts shall be those of the consumer's place of residence or those of the company's registered office, at the claimant's choice.