Returns and Refunds Policy

Last updated: 23 April 2026

1. Purpose

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.

2. Right of withdrawal and personalised products

In accordance with article L221-28 3° of the French Consumer Code, the 14-day right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised.

As virtually all Helioneon neon signs are made to order (text, font, colour, 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 cancelled free of charge.

3. “Satisfied or Refunded” commercial guarantee

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:

  • The neon is returned complete, in its original packaging, with its accessories, transformer and instructions.
  • It has not been permanently installed (drilling, strong adhesive, permanent wiring).
  • It shows no signs of use, impact or modification.
  • The request is submitted by email to hello@helioneon.com within 14 days of receipt.

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).

4. Defective, damaged or non-conforming products

If you receive a product with a visible defect, a text or colour error compared with the approved mock-up, or damage linked to transport, you must notify us within 72 hours of receipt, enclosing:

  • Your order number.
  • Several clear photos of the product and the outer packaging.
  • A short video of the product powered on if the fault relates to lighting.
  • A precise description of the issue observed.

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.

5. Returns request procedure

Every returns request follows three steps:

  • Step 1: contact customer service by email at hello@helioneon.com or by telephone on +33 (0)7 56 94 20 51, stating your order number and the reason for the return.
  • Step 2: receive return authorisation. We will email you a returns number (RMA) together with the shipping address. Any parcel sent without an RMA number will be refused.
  • Step 3: ship the product in suitable packaging, preferably the original packaging. We recommend a tracked and insured consignment for the full value of the product.

6. Conditions for accepting a return

To be accepted, a return must meet all of the following conditions:

  • Request initiated within the stated time limits (14 days for a commercial return, 72 hours for a defect).
  • Returns number (RMA) obtained in advance from customer service.
  • Product complete, unmodified, with its accessories and original packaging.
  • No prolonged use or permanent installation.

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.

7. Return shipping costs

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.

8. Refund methods and time frames

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, PayPal, bank transfer).

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 cheque.

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.

9. 3-year commercial guarantee

Independently of this returns policy, every Helioneon neon benefits from a 3-year commercial guarantee covering manufacturing defects, LED failure and transformer failure, when used as intended.

This guarantee covers:

  • Total or partial lighting failure (faulty LEDs, abnormal flickering).
  • Failure of the supplied transformer.
  • Detachment or breakage of the silicone tube other than from mechanical impact.

It does not cover:

  • Damage caused by impact, dropping or incorrect installation.
  • Non-compliant use (immersion, prolonged exposure to extreme heat, incorrect voltage).
  • Normal aesthetic wear (micro-scratches on the acrylic backing, dust).

Helioneon neons are designed for an average lifespan of 100,000 hours, equivalent to roughly 20 to 25 years of standard use.

10. Applicable statutory guarantees

Consumers residing in the European Union benefit from the following statutory guarantees, independently of the commercial guarantee:

  • Legal guarantee of conformity (articles L217-3 et seq. of the French Consumer Code): applicable for 2 years from delivery of the goods. The seller is required to deliver goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery.
  • Guarantee against latent defects (articles 1641 et seq. of the French Civil Code): the buyer may obtain rescission of the sale or a price reduction in the event of a latent defect rendering the goods unfit for their intended use, within 2 years of discovery of the defect.

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.

11. Mediation and dispute resolution

In accordance with article L612-1 of the French Consumer Code, every consumer has the right to free recourse to a consumer mediator in the event of a dispute unresolved with Helioneon, after first attempting to find a solution through a written request to our customer service team.

The European Commission also provides an online dispute resolution platform accessible at the following address: ec.europa.eu/consumers/odr.

12. Contacting after-sales service

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.