1. Who we are
These terms are between you and Lit Neon, 182–184 High Street North, East Ham, London E6 2JA. You can email us at hello@litneon.co.uk or use our contact form.
2. How the contract works
When you place an order you make an offer to buy. We accept it by confirming your order by email, and the contract starts then. For custom signs, the contract includes a proof drawing: we send it within 12 hours, and we start making your sign only once you approve it. The drawing you approve is the specification we make to.
Please check the drawing carefully, especially spelling, line breaks, colours and size. Changes before you approve are free. Once you approve, we make exactly what is on the drawing.
3. Prices and payment
Prices are in pounds sterling and are the full price you pay for the sign; delivery to mainland GB is free. The price shown in the designer and the basket is the price charged. An outdoor build adds a set percentage that the designer shows before you order. Logo, multi-colour and very large signs are priced by quote, and the quote states the price before you order.
When we run a launch price, it is shown as one payable price with the date the everyday price returns. A discount code and a launch price don’t combine: the better of the two applies, and checkout shows which. You pay in full when you order. If you pay with a buy-now-pay-later provider, their own terms apply to that agreement.
4. Delivery
We deliver free to mainland GB, including the Highlands mainland and the Isle of Wight. We can’t yet deliver to some island areas; the delivery page lists them and checks your postcode.
Your sign arrives 7–10 working days after you approve your proof drawing. Working days exclude weekends and UK bank holidays, and approvals before the daily cutoff count that day. Dates shown before you order are our honest estimate; if anything will delay your sign we’ll tell you as soon as we know. If we don’t deliver within the time we agreed, you have rights under the Consumer Rights Act 2015, including, in some cases, to cancel and get a full refund.
5. Cancelling and returns
Ready-made designs. You have 14 days from delivery to cancel for any reason. Tell us within that time, return the sign within 14 days of telling us, unused and in its original packaging, and we’ll refund what you paid, including standard delivery, within 14 days of receiving it. Get in touch and we’ll arrange the return with you.
Custom signs. A sign made to your words or your artwork is personalised, so the right to cancel for a change of mind under the Consumer Contracts Regulations 2013 doesn’t apply once we’ve started making it. You can cancel free of charge at any time before you approve your proof drawing, and we refund you in full.
The returns page explains both in plain English.
6. Faults, damage and your rights
Every sign must be as described, of satisfactory quality and fit for purpose, as the Consumer Rights Act 2015 requires. If yours isn’t, you’re entitled to a remedy: within 30 days of delivery you can reject it for a full refund; after that we’ll repair or replace it, and if that doesn’t work you’re entitled to a refund or a price reduction.
Tell us as soon as you can if it arrives damaged. This doesn’t affect your rights under the Consumer Rights Act 2015.
7. Our warranty
In addition to your statutory rights, every sign comes with a 3-year warranty from delivery, covering the LEDs, the power supply, the dimmer and the remote under normal indoor use. It doesn’t cover accidental damage, a standard indoor sign used outdoors or in wet places, or a sign that has been cut, opened or rewired. To claim, send us your order reference and photos. Your statutory rights are not affected.
8. Your words and your artwork
You confirm that you have the right to use any words, logos or artwork you send us, and that they don’t infringe anyone else’s rights. We may decline to make a sign that we believe infringes someone’s rights or is offensive, and we will refund you in full if we do.
9. Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We don’t exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence. We aren’t responsible for business losses where you buy as a consumer.
10. Complaints and the law
If something has gone wrong, tell us through the contact form and a person will help. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.