HelenLedCo ("we" and "us") does not offer refunds as each sign is made specifically for you, with your customization in mind. If the sign comes damaged, please contact us and we will mediate the situation as quickly as possible to ensure that you are left satisfied with your purchase.
In the unlikely event that your sign does come damaged, we'll require a proof of purchase, order number, as well as photos and videos of where it came damaged or defective. Our customer service team will then evaluate each issue on a case-by-case basis and ensure that you receive your sign without damages.
To start a claim, you can contact us at support@helenledco.com Please ensure that your order number is included in the title of the email. If your claim is accepted, we’ll send you instructions and a timeline on how you will receive your undamaged item. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@helenledco.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. We allow a 7-day period upon receipt of your custom sign to lodge any claims regarding damages, defects, or errors on our part.
24-Month Warranty
We do however offer a 24 Month Warranty on all our products from the day of purchase. If there is any issue with the product the customer is asked to send us an email with details of the damages, alongside a picture or video to support@helenledco.com. From there we will assess the severity of the issue and whether it can be fixed with a spare part or if it needs to be replaced fully. Please note that the warranty is not extended to incidents where the product is damaged through any external circumstances that cause damage/breakage.
- 12 or 24 months for Neon Sign depending on the product.
- 1 month for accessories (Dimmer/Power Adapter)
Warranty does not apply to Standoff Screws.
About the shipping cost for the warranty: the buyer is responsible for the shipping cost, including 2 times:
- Product shipping fee to our facility
- Shipping costs for products that have been warranted to the customer's address.
Replacements
We will notify you once we’ve received and inspected your return, and let you know if the replacement was approved or not. If approved, you’ll be automatically entered into our system for a new identical sign (same design, same size, same color, same acrylic backing, etc) to be manufactured and shipped to the same address. Please remember it can take some time for us to re-manufacture your sign and have it delivered to you.
