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Version 2.0 · Effective 28 August 2026 · Supersedes all earlier versions
The contract that governs your order
Company: The Sign Group Ltd (trading as Neon Vibes®)
Company Number: 06754012 (registered in England and Wales)
VAT Number: 944 0973 07
Registered Office: Unit 3 Maple Park, Lowfields Avenue, Leeds, West Yorkshire, LS12 6HH
Which parts apply to you
Most of our customers are buying for themselves or as a gift. If that is you, you are a consumer, and section 12 sets out rights the law gives you that nothing else in this document can reduce. If you are buying for a business — a bar, a salon, a shop fit — section 13 applies to you instead.
The Sign Group Ltd trading as Neon Vibes®, registered in England and Wales under company number 06754012. Registered office and trading address: Unit 3 Maple Park, Lowfields Avenue, Leeds, West Yorkshire, LS12 6HH. VAT number 944 0973 07.
Email support@neonvibes.co.uk · Telephone 0113 347 0111
Every sign is made by hand in our own workshop in Leeds.
Why this matters, in one paragraph
Every sign is made for you, after you order it, and cannot be sold to anyone else. That is why a sign cannot be sent back simply because you have changed your mind — there is nothing we could do with it. It has no effect at all on your rights if a sign is faulty, is damaged in transit, or is not what you ordered. Those rights are the same as they would be on anything else you buy, and section 9 sets them out. Accessories are different, because we hold them as stock — see clause 9.4.
3.1 Your order is an offer to buy. Our confirmation email tells you we have received it. The contract is formed when we email to confirm we have accepted your order and started work, or when we despatch, whichever is earlier.
3.2 For a Made-to-Order or Custom Sign we will send you a digital proof. Please check the spelling, the wording, the size, the colour and the layout carefully. We make the sign exactly as shown on the proof you approve, so an error you approve is one we cannot put right free of charge.
3.3 Production does not begin until you approve the proof. Delay in approving it moves the delivery date.
3.4 If we cannot accept your order — we cannot make the design, the item is unavailable, or there was a pricing error — we will tell you and refund you in full.
3.5 Artwork you send us. By sending us a logo, image, name or design you confirm you have the right to use it. We may decline any request we believe infringes someone else's rights or is offensive or unlawful.
4.1 Prices on our website include UK VAT at the rate in force. Trade prices quoted through our trade service are shown excluding VAT and are identified as such.
4.2 Payment is taken in full when you order. We accept the cards and wallets shown at checkout.
4.3 Klarna is a payment option provided by Klarna, not by us. If you use it you enter a separate agreement with them, governed by their terms, and they decide whether to accept you. We still deal with you for anything to do with the sign itself.
4.4 Delivery within the UK mainland is free on our standard service. Faster manufacturing options, offshore and international delivery are charged as shown at checkout.
4.5 If we spot an obvious pricing error before we start work we will contact you; if the correct price is higher you may cancel for a full refund.
5.1 Our standard manufacturing time is about two weeks. The service you choose at checkout sets the target:
| Service | Cost | Manufacturing time |
|---|---|---|
| Normal | Free | 11–14 working days |
| Quick | +£50 | 7–10 working days |
| Urgent | +£120 | 4–6 working days |
5.2 Manufacturing time runs from the day you approve your proof, not from the day you order.
5.3 Delivery after despatch: UK mainland, next working day. Northern Ireland, the Outer Hebrides and other offshore areas, 2–3 working days. International, 3–5 working days.
5.4 If you need it faster than any of these, ask us. We can often beat the Urgent time on a straightforward sign, and we would rather tell you yes or no on the day you order than have you find out later. Any faster date we agree is confirmed to you in writing and is then binding on us.
5.5 These times are targets and we hit them the great majority of the time. They are not guarantees, and a small number of signs need to be remade before we are happy to send them. If your sign is for a specific date — a wedding, an opening, an event — tell us at the point of order and we will confirm in writing whether we can meet it. Once we confirm a date in writing, it is binding on us.
5.6 Delivery is complete when the sign is delivered to the address you gave us. If you are a Consumer, the sign remains our responsibility until it comes into your physical possession, or into the possession of someone you have named to receive it — a parcel left in a safe place, or with a neighbour we chose, is at our risk and not yours. Ownership passes to you once we have been paid.
6.1 Every sign is hand-made. Small variations in the bend of the LED neon, the finish of the backing and the routing of the cable are part of a hand-made product and are not faults.
6.2 Colours on a screen are not exact. LED neon colour appears differently lit and unlit, and differently again on a phone, a laptop and in a photograph. We match as closely as the material allows.
6.3 Some designs need adjusting to be manufacturable — a letter joined, a stroke thickened, a tail shortened. Any adjustment we make is shown on the proof you approve.
6.4 Indoor signs are for indoor use. An indoor sign fitted outside, in a conservatory, a bathroom or an unheated outbuilding will fail, and that is not covered by the warranty. If you need it outdoors, buy the outdoor version.
6.5 Signs are supplied with a plug-in transformer unless the listing says otherwise. Hard-wiring must be done by a qualified electrician in accordance with BS 7671.
Please check your sign when it arrives
Unpack it carefully and plug it in. If anything is damaged, or the packaging looks as though it has taken a knock, photograph the box before you open it further. Tell us as soon as you reasonably can — it makes a carrier claim far easier — but your legal rights are not lost because you told us later.
7.1 Email support@neonvibes.co.uk with your order number. We need both photographs and a short video — a video is the only way we can see an intermittent fault, a flicker or a failing section, and asking for one first usually saves the sign coming back at all.
7.2 We will tell you what happens next. Often we can solve it by sending a replacement transformer or dimmer without the sign moving at all.
7.3 Where a sign has to come back, we arrange or reimburse the return postage on proof of cost. If the return will cost more than £20, please check with us first — otherwise we cap our contribution at £20. That cap does not apply where a Consumer rejects a sign under section 12: in that case we bear the reasonable cost of return in full.
7.4 Consumers: section 12 sets out your statutory rights and they are not limited by anything in this section.
8.1 We warrant that your sign will be free from defects in materials and workmanship, under normal use, for:
| Sign | Standard warranty | With the extended warranty |
|---|---|---|
| Indoor LED neon signs | 36 months — a full 3 years | 60 months — 5 years |
| Outdoor-rated LED neon signs | 12 months | 36 months — 3 years |
8.2 The extended warranty adds 2 years to whichever period applies. It is offered at checkout, applies only if it was bought at the time of order, runs from the date of delivery, and is shown on your invoice.
8.3 The warranty is return-to-base. We will repair or replace the sign, and which of those we do is our decision. We return it to you at our cost within the UK mainland.
8.4 Where we replace a sign, keep your existing power supply and controller — they work with the new one, and we will tell you if that is not the case.
8.5 The warranty does not cover: accidental damage, dropping or knocking the sign; using an indoor sign outdoors, in a conservatory, a bathroom or any damp or unheated space; using a transformer, dimmer or controller we did not supply; damage from a power surge or an unsuitable supply; hard-wiring not carried out by a qualified electrician; modification or repair by anyone else; or normal fading after many years of use.
8.6 Installation costs are not covered. We are not responsible for the cost of taking a sign down, putting it back up, or any electrical work. Where a sign has been hard-wired and a fault appears afterwards, we will assess whether it falls within this warranty; as with any claim, we need photographs and a short video.
8.7 A repaired or replaced sign carries the unexpired balance of the original warranty, or 180 days, whichever is longer.
8.8 This warranty is in addition to your legal rights, not instead of them. See section 12.
Signs cannot be returned because you have changed your mind
We do not hold stock signs. Every sign is made for you after you order it, from your wording, your artwork or the colours and backing you chose, and nobody else can use it. So a finished sign cannot be sent back for a refund simply because you no longer want it. If there is something wrong with it, that is a different matter entirely — clause 9.2 covers it, and your legal rights in section 12 are untouched.
9.1 Before we start making it, you can cancel free of charge. Nothing is cut, bent or assembled until you have approved your proof. Tell us before you approve it, or before we confirm we have started, and we will cancel and refund you in full.
9.2 After that, we refund or replace a sign in these three situations, and we do it without argument:
9.3 In any of those cases we cover the cost of putting it right, including return carriage under clause 7.3. We do not charge a restocking fee, ever.
9.4 Accessories are different. Power supplies, controllers, dimmers, remotes and spare parts are held as stock and are fully returnable within 14 days, unused, in their original packaging and with all their parts. Contact us and we will send return instructions; you then have 14 days to send them back. Keep your proof of postage.
9.5 Refunds are made to the original payment method within 14 days of us receiving the goods back, or of you providing proof that you have sent them, whichever is sooner.
We use your personal data only as set out in our Privacy and Cookie Policy. In short: we use it to make and deliver your sign, to support you afterwards, and — only if you want it — to send you marketing. We never sell it.
We are not liable for delay or failure caused by something beyond our reasonable control, including fire, flood, storm, epidemic or pandemic, industrial action, cyber attack, failure of utilities, and the failure of a supplier or carrier. We will tell you as soon as we can. If the delay is substantial you may cancel and we will refund you in full, including for a Made-to-Order or Custom Sign.
Nothing else in this document reduces this section
If any other clause appears to conflict with it, this section wins.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give a consumer 14 days from delivery to change their mind about something bought online, for any reason.
That right does not apply to our signs, and here is exactly why
Regulation 28(1)(b) removes the change-of-mind right for goods made to the consumer's specification or clearly personalised. Every sign we sell is made after you order it — to your wording, your artwork, or the colours, backing and weatherproofing you chose — and cannot be sold to anyone else. We hold no stock signs of any kind. So the 14-day right does not cover a sign, and this document does not pretend otherwise.
What you get instead is better in practice: you can cancel free of charge at any point before you approve your proof (clause 9.1). Nothing is made until you say go, so there is a real window in which you can change your mind at no cost.
And none of this touches your rights if something is wrong. If a sign is faulty, damaged in transit or not what you ordered, clause 9.2 and clause 12.3 apply in full, exactly as they would on any other purchase.
Accessories — power supplies, controllers, dimmers, remotes, spare parts and parts — are held as stock and are not made to your specification. The full statutory right applies to them:
Under the Consumer Rights Act 2015 your sign must be of satisfactory quality, fit for purpose and as described. This applies to every sign we make, including Made-to-Order and Custom Signs. If it is not:
Unless we agree a longer period at the point of order, we will deliver within 30 days. If we miss a delivery date you told us was essential, or a second reasonable deadline you set us, you may end the contract and we will refund you in full — including for a Made-to-Order or Custom Sign.
You do not have to use this form — an email or a letter saying you want to cancel is enough. It is reproduced here because the Regulations require us to provide it.
Model Cancellation Form
Complete and return this form only if you wish to withdraw from the contract. To Neon Vibes, The Sign Group Ltd, Unit 3 Maple Park, Lowfields Avenue, Leeds LS12 6HH, support@neonvibes.co.uk: I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: ____________________. Ordered on ____________ / received on ____________. Name of consumer(s): ____________________. Address of consumer(s): ____________________. Signature of consumer(s) (only if this form is sent on paper): ____________________. Date: ____________.
Tell us first at support@neonvibes.co.uk — we would far rather fix it. If we cannot settle it between us, you may refer the matter to a certified alternative dispute resolution provider. We are not a member of, and do not commit to using, any particular ADR scheme, but we will consider a request to use one on its merits. You keep your right to go to court at any time.
English law applies. You may bring proceedings in England and Wales, and if you live in Scotland or Northern Ireland you may bring them there instead.
This section applies instead of section 12.
13.1 These terms apply to the exclusion of any terms you seek to impose.
13.2 You must notify us in writing, quoting the order number, within 2 Working Days of delivery for damage visible on delivery or a shortage, and within 5 Working Days of the expected delivery date for a non-delivery. Latent defects must be notified within 10 Working Days of discovery and within the warranty period.
13.3 Prices quoted to business customers exclude VAT.
13.4 No set-off. You must pay in full without deduction, unless you hold a court order requiring us to pay you an equivalent amount. Interest on overdue sums runs at 8% a year above the Bank of England base rate, together with the fixed sum and reasonable recovery costs provided for by the Late Payment of Commercial Debts (Interest) Act 1998.
13.5 Retention of title. Ownership stays with us until we are paid in full for the sign and everything else you owe us. Until then you hold it as our bailee, store it identifiably as our property, keep it insured on our behalf, and grant us an irrevocable licence to enter any premises where it is stored to inspect or recover it if your right to possession ends.
13.6 All terms implied by statute or common law are excluded to the fullest extent permitted by law, save section 12 of the Sale of Goods Act 1979.
13.7 Our total liability is limited to the price of the affected sign. We are not liable for loss of profit, sales, business or revenue; business interruption; loss of goodwill; installation, removal or access costs; or any indirect or consequential loss.
13.8 English law applies and the courts of England and Wales have exclusive jurisdiction.
14.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for defective products under the Consumer Protection Act 1987, for breach of section 12 of the Sale of Goods Act 1979, or for anything else that cannot lawfully be limited.
14.2 Photographs of your sign. We may photograph a finished sign and use the image in our own marketing. If you would rather we did not, just tell us — before or after — and we will not, and we will remove it where we can. We never publish a customer's name, address or any personal detail alongside an image without asking.
14.3 We may assign or subcontract our obligations. You may not without our consent. Your rights are not affected if we transfer the contract.
14.4 If any provision is invalid or unenforceable it is severed and the rest continues.
14.5 A delay in enforcing a term is not a waiver of it.
14.6 A person who is not a party has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.
14.7 The version that applies to your order is the one published on our website when you placed it. The version number and effective date are on this document.
Email support@neonvibes.co.uk or call 0113 347 0111.