Warranty & After-Sales

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 years
Manufacturer's warranty
100,000h
LED lifespan
24h
After-sales response
Coverage

What your warranty covers

Our 3-year warranty is clear and transparent. Here is what is covered, and what is not.

Manufacturing defect
Covered

Manufacturing defect

Faulty LEDs, soldering, internal connections, any manufacturing-related issue is taken care of.

Technical failure
Covered

Technical failure

Your neon no longer lights up or is flashing abnormally? Free replacement or repair.

Faulty power supply
Covered

Faulty power supply

If the supplied 12V adapter fails within 3 years, we replace it free of charge.

Accidental damage
Not covered

Accidental damage

Drops, impacts, mishandling. We do however offer a repair service at preferential rates.

Improper use
Not covered

Improper use

Outdoor use of an indoor model, electrical surge, modification of the product.

Normal wear and tear
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

Dispatch

We send you a replacement neon or the necessary parts, postage included.

4

Resolved

Receive your replacement within 7 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 dispatch. It is this exacting standard that allows us to guarantee your creations for 3 years.

  • Warranty iconPremium LEDs, 100,000-hour lifespan
  • Warranty iconHigh-quality anti-UV and anti-yellowing silicone
  • Warranty iconDouble electrical test before packaging
  • Warranty iconReinforced packaging for risk-free transport
  • Warranty iconCE standard, safe 12V low voltage
Quality control in the Helioneon workshop, electrical testing of an LED neon before dispatch
< 1%
After-sales return rate
24h
After-sales response time
100%
Neons tested before dispatch
5/5
Customer 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.

  • Repair serviceFree diagnosis
  • Warranty iconQuote before work begins
  • Warranty iconRepair within 5 days
  • Warranty iconFree return shipping after repair
From
49 €
Free diagnosis included
Request a diagnosis
Frequently asked questions

Warranty & After-Sales FAQ

Yes, the 3-year warranty applies equally to private individuals and businesses (restaurants, hotels, shops, offices). No distinction is made.
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.
Response within 24 hours, replacement shipped within 48 hours after approval. You receive your new neon within 7 days in mainland United Kingdom, with free shipping.
We are working on a 5-year warranty extension offer. In the meantime, our preferential rate out-of-warranty repair service (from 49€) gives you complete peace of mind.
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).