Terms and Conditions of Sale

Version 2.0 · Effective 28 August 2026 · Supersedes all earlier versions

The contract that governs your order

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1. Who we are

The Sign Group Ltd trading as WeLoveLEDs™, 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 sales@weloveleds.co.uk · Telephone 0113 252 4706

2. Definitions

• Consumer — an individual buying Goods wholly or mainly for personal use, not for use in connection with a trade, business, craft or profession.
• Business customer — anyone who is not a Consumer.
• Goods — the products we supply to you.
• Order — your order for Goods, placed through our website, by email or by telephone.
• Working Day — a day other than a Saturday, Sunday or bank holiday in England.
• we / us / our — The Sign Group Ltd trading as WeLoveLEDs™.
• you — the person or business placing the Order.

3. How a contract is formed

3.1 Placing an Order is an offer to buy. Our acknowledgement email confirms we have received it — it is not acceptance.

3.2 A contract is formed when we send you a despatch confirmation, or when we despatch the Goods, whichever is earlier.

3.3 If we cannot accept your Order — the Goods are out of stock, we have identified a pricing or description error, or we cannot meet a delivery deadline — we will tell you and refund any payment in full.

3.4 Product images, renders and colour swatches are illustrative. LED colour temperature, brightness and hue appear differently on a screen than in life, and vary between production batches within the manufacturer's tolerance. Goods within that tolerance conform to the contract.

3.5 Technical data, lumen figures, beam angles and IP ratings are the manufacturer's published figures, measured under laboratory conditions. Real-world performance depends on installation, ambient temperature, driver and supply.

4. Price and payment

4.1 Prices are those shown on our website when you place your Order. Prices are shown excluding VAT, because we sell mainly to the trade. The VAT-inclusive total is always shown before you pay. VAT is charged at the rate in force on the date of despatch.

4.2 We take payment at the point of Order. Business customers with an approved credit account pay on their agreed terms.

4.3 We use reasonable care to ensure prices are correct. If we find an obvious pricing error before despatch, we will contact you before processing your Order; if the correct price is higher you may cancel and we will refund you in full.

4.4 Trade discount, where it applies, is shown at checkout once your trade account is approved.

5. Delivery

5.1 Orders placed before 2:00pm on a Working Day are despatched the same day. Orders placed after 2:00pm, at a weekend or on a bank holiday are despatched the next Working Day.

5.2 Delivery options and charges, including any free-delivery threshold, are shown at checkout. Where a premium delivery option is chosen, an equivalent value of £10 plus VAT is deducted from its cost.

5.3 Deliveries to the Scottish Highlands, Northern Ireland, the Channel Islands, the Isle of Man and other offshore areas may take 1 to 2 additional Working Days and may carry a surcharge, which is shown at checkout.

5.4 If a timed delivery you have paid for arrives late, we refund the delivery charge in full.

5.5 We hold an Order until it is complete unless you ask us to split the shipment. Collection from our Leeds warehouse is available by arrangement.

5.6 Delivery is complete, and the Goods are your responsibility, when they are unloaded at the address you gave us. Ownership passes to you when we have received payment in full. If you are a Consumer, the Goods remain our responsibility until they come into your physical possession, or into the possession of someone you have named to receive them — a delivery left in a safe place, or with a neighbour we chose, is at our risk and not yours.

5.7 If nobody is available to take delivery, the carrier will leave a note. If the Goods are returned to us undelivered, we may charge the cost of redelivery.

6. If something is damaged, missing or faulty

6.1 Please tell us as soon as you reasonably can, and send photographs. Email sales@weloveleds.co.uk with your order number.

6.2 Consumers: your statutory rights are set out in section 13 and are not cut down by any time limit in these terms.

6.3 Business customers: you must notify us in writing within the periods in clause 14.2.

6.4 Do not install or use Goods you have reported as damaged or faulty until we have replied.

6.5 Where Goods are faulty or we sent the wrong item, we pay the return carriage, reimbursed on proof of cost up to £15 plus VAT; ask us first if it will cost more. Replacements are sent on a next-day service; a timed or Saturday replacement may carry a surcharge. This £15 cap does not apply to a Consumer: where a Consumer rejects Goods under section 13, we bear the reasonable cost of return in full.

7. Warranty

7.1 We warrant that the Goods will be free from defects in materials and workmanship, under normal use and correct installation, for the periods below, running from delivery or collection.

The warranty that applies to a particular item is the one stated on its product page. Where the product page and this table differ, the product page applies.

7.2 The warranty is return-to-base. We repair or replace at our option. It does not cover installation costs, removal, access equipment, or any consequential loss.

7.3 The warranty does not cover: fair wear and tear; incorrect installation or wiring; use with a power supply, driver, dimmer or controller not supplied by us; exceeding the stated maximum run length or load; water ingress arising from the installation position or from unsealed cable entries; installing an internally rated product outdoors or in a damp location; voltage surge or an unsuitable supply; physical damage, misuse or modification; or cutting, soldering or altering the product other than at a marked cut point in accordance with our instructions.

7.4 Repaired or replaced Goods carry the unexpired balance of the original warranty, or 180 days, whichever is longer.

7.5 Where we are not the manufacturer, we pass on the benefit of the manufacturer's warranty so far as we are able.

7.6 This warranty is in addition to, and does not affect, a Consumer's statutory rights under section 13.

8. Returns

8.1 Consumers have a separate cancellation right under section 13, which is more generous than this clause. Where the two overlap, section 13 applies.

8.2 Subject to that, you may ask to return unused Goods within 14 days of receipt. Contact us first and we will issue a Returns Note. You then have 14 days to send them back, unused, complete and in their original packaging, in a resaleable condition. Keep your proof of postage.

8.3 We cannot accept returns of:

• LED strip, flex or modules cut to length, or cut into runs of fewer than 20 modules;
• any product with custom work applied, such as soldered cables or fitted connectors;
• special orders and items brought in to your specification;
• bespoke items, and Neonplus® or Neon Flex signs once production has begun.

8.4 To cancel before despatch, telephone us before 1:00pm on the day you order. After despatch, clause 8.2 or section 13 applies.

8.5 Restocking charge — business customers only. A charge of 20% of the order value applies to returns of LED kits, bulbs, LED Neon Flex, batteries and end-of-line products, and to any item returned without a Returns Note. No restocking charge is applied to a Consumer exercising the cancellation right in section 13.

8.6 On an exchange, the carriage on the replacement is payable, and any restocking charge under clause 8.5 is deducted from the value of the original order.

8.7 Refunds are made to the original payment method within 14 days of us receiving the Goods back, or of you supplying proof of return, whichever is sooner.

9. Orders sent outside the United Kingdom

9.1 Orders delivered outside the UK are supplied exclusive of UK VAT.

9.2 All international orders are shipped Delivered At Place (DAP). Local VAT, import duty, customs charges and courier clearance fees are payable by you on import, are not included in the price shown, and we cannot predict them. Check with your local customs authority before ordering.

9.3 We are not liable for delay, return or disposal of Goods by a customs authority, or for any cost arising from non-payment of import charges.

9.4 It is your responsibility to check that the Goods may lawfully be imported and used in the destination country.

10. Suitability, installation and electrical safety

10.1 You are responsible for selecting products suitable for your application. We are glad to advise, and we do so in good faith on the information you give us, but advice is not a warranty of suitability unless we confirm it in writing as part of a design we have been paid to produce.

10.2 Mains-voltage connection must be carried out by a competent person in accordance with BS 7671. Low-voltage products must be used only with a driver or power supply of the correct voltage, adequate rating and — where relevant — the correct dimming protocol.

10.3 Do not exceed the maximum run length, load or ambient temperature stated on the product page or datasheet. Doing so will damage the product and voids the warranty.

10.4 An IP rating is achieved only where the product is installed in the orientation and conditions stated, with cable entries sealed as instructed. It is not a guarantee against water ingress in any position.

11. Events outside our control

We are not liable for any delay or failure to perform caused by an event beyond our reasonable control, including act of God, fire, flood, storm, war, terrorism, riot, epidemic or pandemic, compliance with any law or government order, industrial action, cyber attack, failure of utilities or communications, import or export restriction, and the failure of a supplier or carrier. We will contact you as soon as we can and, if the delay is substantial, you may cancel and we will refund you for Goods not delivered.

12. Personal data

We use your personal data only as set out in our Privacy and Cookie Policy.

13. If you are a consumer

13.1 Your right to change your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive the Goods to change your mind, for any reason and without giving one.

• Tell us within those 14 days — email, telephone or letter is fine. You may use the model cancellation form in the Regulations, but you do not have to.
• Send the Goods back within 14 days of telling us. You pay the return postage unless the Goods are faulty or we sent the wrong item.
• We refund you within 14 days of getting the Goods back, or of you showing proof you have sent them, whichever is sooner.
• We refund the price of the Goods and the standard delivery charge you paid to receive them. If you chose an enhanced delivery service, we refund the standard rate.
• We may reduce the refund to reflect any reduction in value caused by handling the Goods beyond what would be permitted in a shop.
• No restocking charge applies.

13.2 When the right to change your mind does not apply

The Regulations do not give a cancellation right for Goods made to your specification or clearly personalised — which includes LED strip, flex or modules cut to a length you specified, and products with custom soldering or connectors fitted to your order. This does not affect your rights if those Goods turn out to be faulty.

13.3 If there is something wrong with the Goods

Under the Consumer Rights Act 2015 the Goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery you may reject them and get a full refund;
• After 30 days and within 6 months, you may require us to repair or replace them — the choice is yours, and we may refuse only if what you ask for is impossible or disproportionate. If a repair or replacement fails, you may have a refund or a price reduction. For the first 6 months it is for us to prove the fault was not there on delivery, not for you to prove it was;
• After 6 months and up to 6 years (5 years in Scotland) you may still have a claim, but you may need to show the fault was present when the Goods were delivered.

These rights are in addition to the warranty in section 7.

13.4 Delivery time

Unless we agree otherwise, we will deliver within 30 days of the contract being formed. If we miss an agreed delivery date that you told us was essential, or we miss a second, reasonable deadline you set us, you may end the contract immediately and we will refund you in full.

13.5 Model cancellation form

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.

13.6 Complaints and disputes

Please contact us first at sales@weloveleds.co.uk — we would much rather put it right. If we cannot resolve 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 the right to take court proceedings at any time.

13.7 Which courts

These terms are governed by English law. You may bring proceedings in England and Wales, and if you live in Scotland or Northern Ireland you may bring them there instead.

14. If you are a business customer

This section applies instead of section 13. As a business buyer you are treated as having your own commercial judgement and the following terms apply to you.

14.1 Our terms prevail. These terms apply to the exclusion of any terms you seek to impose, whether in a purchase order or otherwise.

14.2 Notice periods. You must notify us in writing, quoting the order number, within:

14.3 Time for payment is of the essence. 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.

14.4 No set-off. You must pay in full without deduction by way of set-off, counterclaim, discount, abatement or retention, unless you hold a court order requiring us to pay you an equivalent amount.

14.5 Retention of title. Until we are paid in full for the Goods and for everything else you owe us: you hold the Goods as our bailee on a fiduciary basis; you store them separately and identifiably as our property; you keep them insured on our behalf and hold the proceeds on trust for us; you may resell only in the ordinary course of business at full market value and as principal; and you grant us an irrevocable licence to enter any premises where the Goods are stored to inspect or recover them if your right to possession ends. That right ends on any insolvency event or any failure to pay.

14.6 All terms implied by statute or common law are excluded to the fullest extent permitted by law, save for those implied by section 12 of the Sale of Goods Act 1979.

14.7 Our total liability in contract, tort, misrepresentation or otherwise is limited to the price of the affected Goods. We are not liable for loss of profit, sales, business or revenue; business interruption; loss of goodwill or reputation; wasted management time; installation, removal, re-visit or access costs; liquidated damages levied on you by your own client; or any indirect or consequential loss.

14.8 You indemnify us against any third-party claim connected with the contract, except to the extent we are liable to you under these terms.

14.9 Exclusive jurisdiction. These terms and any dispute arising from them are governed by English law and subject to the exclusive jurisdiction of the courts of England and Wales.

15. General

15.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of section 12 of the Sale of Goods Act 1979, or for anything else that cannot lawfully be limited. For consumers, we do not exclude liability for defective products under the Consumer Protection Act 1987.

15.2 We may assign or subcontract our rights and obligations. You may not without our written consent. If we transfer the contract we will tell you and your rights will not be affected.

15.3 If any provision is held invalid or unenforceable, it is severed and the rest continues in force.

15.4 A delay in enforcing a term is not a waiver of it.

15.5 A person who is not a party has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.

15.6 We may change these terms. The version that applies to your order is the one published on our website when you placed it, and the version number and effective date are shown on this document.

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