Terms of service

1. About these terms

These Terms of Service apply to purchases from Neon Lanes and your use of our website. Please read them together with our Shipping Policy and Refund Policy before placing an order.

Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable consumer laws.

2. Made-to-order products

All Neon Lanes signs are made to order. This includes pre-designed signs selected from our collections, personalised signs and custom designs.

Our made-to-order and change-of-mind provisions apply to every sign, including designs shown in our online collections.

Please check your chosen design, spelling, size, colour, mounting option and indoor or outdoor specification carefully before ordering.

3. Product photographs and slight variations

We aim to provide accurate product descriptions, photographs and mockups.

Because each sign is made to order, there may be slight differences between the finished sign and the photographs or mockups shown. Any differences will only be slight and will not materially change the design, colour, size, quality or specifications you ordered.

Colours and brightness may also appear slightly different depending on screen settings, photography and surrounding lighting.

These provisions do not excuse faults or a sign that does not match your order, and do not limit your statutory rights.

4. Ordering and payment

Please provide accurate and complete order, contact and delivery information when placing your order.

By placing an order, you authorise payment of the total amount displayed at checkout using your selected payment method.

If you notice an error in your order details, please contact admin@neonlanes.com as soon as possible. As every sign is made to order, changes may not be possible once production has started. We will explain any available options and agree any additional costs with you before making a requested change.

5. Shipping and delivery

Most signs arrive within 6–9 business days from the time your order is placed.

During busy periods, production and delivery may occasionally take longer. Deliveries to remote or regional areas may also take longer.

If you need your sign before a specific date, please let us know when ordering so we can advise whether your required date is achievable. Providing a date does not automatically guarantee delivery by that date. Any specific delivery commitment must be expressly confirmed by Neon Lanes.

Orders may be dispatched through our international fulfilment centre or local fulfilment partners.

Courier disruptions, customs processing, public holidays, severe weather and other events outside our reasonable control may affect delivery. We cannot control courier transit times or customs clearance. We will provide updates about unexpected delays as soon as reasonably possible and work with you and the courier to resolve delivery issues.

For an update on your order, email admin@neonlanes.com with your order number.

Please refer to our Shipping Policy for further details. Nothing in these terms excludes any statutory remedy for non-delivery or unreasonable delay.

6. Change of mind, refunds and incorrect orders

All signs are made to order, so we do not offer refunds or exchanges for change of mind.

This restriction does not apply to faulty signs, signs that do not match what was ordered, or other circumstances where a remedy is required by applicable consumer law.

If your sign is faulty or does not match your order, please contact us so we can assess the issue and arrange a refund or another remedy you agree to. We also provide any other remedies required by applicable consumer law.

Where a refund is due, we will coordinate any necessary return or collection with you. We will cover reasonable return costs for a confirmed faulty or incorrect sign.

Please refer to our Refund Policy for full details.

7. Reporting damage or faults

Please report delivery damage as soon as reasonably possible after receiving your sign. If a fault becomes apparent later, please contact us when you discover it.

Email admin@neonlanes.com with your order number, details of the issue and, where possible, photographs or a video. Photographs of damaged packaging can help us investigate delivery damage.

Prompt reporting is a request to help us resolve the issue quickly. It is not a strict claim deadline, and reporting an issue later does not remove your statutory rights.

8. Indoor and outdoor use and warranty

Our LED neon signs include a 2-year warranty covering manufacturing faults.

Indoor signs are intended for indoor use. Damage caused by outdoor exposure, water or use outside their stated specifications is not covered by this warranty.

Signs purchased as outdoor-rated may be used outdoors in accordance with their stated rating and supplied installation and care instructions. Outdoor use does not itself void the warranty on an outdoor-rated sign.

Damage caused by misuse, incorrect installation or alterations is not covered by this warranty. These exclusions apply to damage caused by those circumstances, rather than automatically cancelling coverage for an unrelated manufacturing fault.

Our warranty is additional to statutory consumer rights, which may continue beyond two years. Please see our Refund Policy for further details or email admin@neonlanes.com for assistance.

9. Website content and intellectual property

Website content owned by Neon Lanes, including our original text, photographs and artwork, must not be reproduced or used commercially without our permission, except where permitted by law.

Third-party names, logos and trademarks remain the property of their respective owners.

10. Consumer rights and liability

Nothing in these terms or our policies excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

This includes any entitlement to repair, replacement, refund or compensation under the Australian Consumer Law or other applicable consumer laws.

References to circumstances outside our reasonable control do not remove these rights or remedies.

11. Changes to these terms

We may update these terms from time to time. Updated terms will be published on our website.

Changes will apply to orders placed after the updated terms take effect. They will not retrospectively reduce your rights in relation to an existing order.

12. Contact us

For questions about these terms, your order, delivery, refunds or warranty coverage, email admin@neonlanes.com.