Covered
Manufacturing defect
Faulty LEDs, soldering, internal connections, any manufacturing-related issue is taken care of.
Warranty & After-SalesYour neon is protected.
Your neon is protected.
For 3 years.
Every Helioneon neon comes with a 3-year warranty covering all manufacturing defects. Complete peace of mind, for home users and professionals alike.
- 3 yearsManufacturer's warranty
- 100,000hLED lifespan
- 24hAfter-sales response
Coverage
What your warranty covers
Our 3-year warranty is clear and transparent. Here is what is covered, and what is not.
Covered
Technical failure
Your neon no longer lights up or is flashing abnormally? Free replacement or repair.
Covered
Faulty power supply
If the supplied 12V adapter fails within 3 years, we replace it free of charge.
Not covered
Accidental damage
Drops, impacts, mishandling. We do however offer a repair service at preferential rates.
Not covered
Improper use
Outdoor use of an indoor model, electrical surge, modification of the product.
Not covered
Normal wear and tear
Slight variation in brightness after several years of intensive use (beyond 80,000h).
After-sales process
How do I make a claim?
If something goes wrong, our after-sales team is here to help. Here are the 4 simple steps.
- 1
Contact us
Send an email to sav@helioneon.com with your HN-XXXXX reference and a photo of the issue.
- 2
Diagnosis
Our team reviews your request and responds within 24 hours with a tailored solution.
- 3
Shipping
We send you a replacement neon or the necessary parts, postage included.
- 4
Resolved
Receive your replacement within 7 to 10 days. Return the old product using the prepaid label provided.
Our commitment
Quality first
Every Helioneon neon is made with high-quality LEDs and individually tested before shipping. It is this exacting standard that allows us to guarantee your creations for 3 years.
- Premium LEDs, 100,000-hour lifespan
- High-quality anti-UV and anti-yellowing silicone
- Double electrical test before packaging
- Reinforced packaging for risk-free transport
- CE standard, safe 12V low voltage
- < 1%After-sales return rate
- 24hAfter-sales response time
- 100%Neons tested before shipping
- 5/5Customer satisfaction
Out of warranty
Repair at a preferential rate
Even after the warranty expires or in the event of accidental damage, we will not let you down.
Repair service
Send us your damaged neon. Our technicians diagnose the issue and provide you with a transparent repair quote.
- Free diagnosis
- Quote before work begins
- Repair within 5 days
- Free return shipping after repair
Frequently asked questions
Warranty & After-Sales FAQ
Is the warranty valid for businesses?
Yes, the 3-year warranty applies equally to private individuals and businesses (restaurants, hotels, shops, offices). No distinction is made.
Where can I find my product reference?
Your HN-XXXXX reference appears on the label on the back of the acrylic mount, as well as in your order confirmation email. It is essential for any after-sales request.
How long does the after-sales process take?
Response within 24 hours, replacement shipped within 48 hours after approval. You receive your new neon within 7 to 10 days, with free shipping.
Can I extend my warranty?
Our preferential rate out-of-warranty repair service (from $60) gives you complete peace of mind.
Is my neon covered if I move it?
Yes, the warranty remains valid even if you move and reinstall your neon in another location, provided the installation follows our recommendations (indoor use, original power supply).