Terms & Conditions

Welcome to Carousel Lights and CarouselLights.com. We’re glad you have chosen to use our products, services and website.

These terms and conditions are effective from 1 September 2013 and were updated on 14th September 2023.

Acceptance of Terms and Conditions
By conducting business with Carousel Lights Ltd and by downloading and using CarouselLights.com (“Carousel Lights Limited”, “CarouselLights.com”,“we” or “us”), you accept and agree to be bound by these Terms and Conditions. If the terms and conditions of this policy are not acceptable to you, do not use our products or services, do not use this website or submit any personal identifiable information via this site.  Carousel Lights Limited may at any time modify these Terms and Conditions. You can review the most current version of it by clicking on the “Terms and Conditions” link located at the bottom of the CarouselLights.com website. The most current version will supersede all previous versions. By continuing to conduct business with Carousel Lights Ltd and use CarouselLights.com website after changes are made you agree to be bound by such changes.

We aim to get your items to you as soon as possible and ideally within 4 weeks of placing your order. Most of our products are made to order and on occasion products could take longer than 4 weeks to complete.

Our delivery charges ONLY apply to UK mainland purchases. We reserve the right to make additional delivery charges for overseas deliveries and for remote parts of the UK such as Shetland, the Western Isles and certain parts of the Highlands. We recommend that all overseas customers email us to discuss their order and delivery charges before placing an order.

Please note that customers may be re-charged for a second delivery if they are not available to receive goods on the agreed delivery date.

Note: Please do not book any trades’ people to fit goods ordered from us until you have received the items. Goods can be delayed to us from our suppliers.  By using a third party delivery company it is also difficult for us to guarantee that a delivery will reach its destination on time after it has left us. We do NOT accept any responsibility for costs relating to the late delivery of products ordered from us.

Important: On receipt of your purchase it is essential that all items are thoroughly checked. Any breakages or missing items must be reported in writing to us within 24 hours. We will endeavor to resolve any problems reported after this point but reserve the right to pass on any associated costs.

Returns & Refunds
Carousel Lights wants you to be delighted every time you deal with us. Please contact us at [email protected] should you wish to discuss returning a faulty item.  In such instances the following conditions apply:

– Made to order Items:  Most of our products are made to order.  and cannot be cancelled, returned or refunded once ordered.
– Returned components such as transformers and LEDs must be received by us within ten days of your original receipt of goods. We will not accept goods returned outside of these time limits.
– Goods must not be used in any way.
– Goods must be returned with all original parts, packaging and instructions and must be in perfect condition. Please take care to fully inspect your items to ensure you are happy with them before disposing of packaging.
– The customer is responsible for selecting a suitable means of returning the goods to us and must take responsibility for their safe return. Please ensure all items are packaged securely and sufficiently to withstand delivery. Failure to do so may result in Carousel Lights Limited being unable to refund you. We recommend that you use insured registered delivery and keep the receipt. We cannot accept liability for goods lost or damaged in transit.
– Postage to the customer and the return postage will not be refunded.
– We cannot be responsible for interest charges made by your credit card company whilst waiting for returns to be refunded to your card.
– Faulty Goods:  We pride ourselves on the quality of the goods we supply and guarantee to replace or refund any goods that arrive with you either faulty or not fit for purpose. However, our liability is limited to the value of the purchased goods and we accept no responsibility for ANY costs associated with the supply of faulty goods.

Carousel Lights Ltd guarantees that for a period up to 6 months from the date of purchase, it will, at its sole decision,  reimburse the Purchaser the purchase price or repair or replace the Product or the part thereof, it deems to be defective as a result of a material or manufacturing fault. For purposes of clarity, ‘repair or replace the Product or the defective part thereof’ does not include any removal or reinstallation activities, costs or expenses, including without limitation, labour costs, carriage or other expenses. If requested by Carousel Lights Ltd, the non-conforming or defective Product shall become Carousel Lights’ property as soon as it has been replaced. No rights are given to anyone acquiring a product second hand.

For this guarantee to be valid, goods must be purchased directly from Carousel Lights Ltd, goods must be installed by a Carousel Lights Ltd approved supplier, goods must be inspected on delivery and any faults made known to Carousel Lights Ltd at that time, faults must be caused by manufacturing error and not by wear and tear or accidental damage, goods may not have been repaired or altered by any person in any way unless duly authorised by Carousel Lights Ltd in writing. As products are made to order this guarantee will not apply to any mis-matches with any other products.

This guarantee does not apply to damage or failure to perform, 
arising as a result of any Acts of God or from any abuse, misuse, abnormal use or use in violation of any applicable standard, code or instructions for use, including without limitation, those contained in the latest safety, industry and/or electrical standards for the relevant region(s). Carousel Lights Ltd cannot be held liable for electrical supply conditions, including supply spikes, over-voltage/under-voltage and Ripple Current control systems that are beyond the specified limits of the products and those defined by relevant supply standards.

Carousel Lights Limited accepts no liability for any work undertaken by third parties, including approved suppliers, such as delivery  and installation.

Transformers used on neon lights are guaranteed for a period of 12 months, starting on the date of delivery.

Custom made goods may only be returned if they are faulty.


Payment will be taken at the time that you sign the confirmation form, which acts as the legally binding contract that confirms the order. Signing the confirmation form legally binds you to the payment and fulfilment of the order. Once the confirmation has been signed and payment has been made, your order will be scheduled in for production.

Payment must be made by BACS transfer. A payment fee will be levied for payment made by other means.

Payment for additional services provided by Carousel Lights (which are not included in the product price) such as delivery must be made when the order is placed or when requested by Carousel Lights if later.

Payment for additional services provided by third parties, including but not limited to installation, must be made in accordance with the specific terms agreed with the third party.

When hiring lights security deposits are required and will only be refunded when goods are returned in perfect condition.  Deposits may not be returned to you (either fully or partially) if the lights have been damaged or return delayed whilst in your possession.

The amount retained by Carousel Lights in lieu of any such damage or delay shall be at the discretion of Carousel Lights.

We charge credit and debit cards and other payment accounts (e.g. Paypal) in Pounds Sterling. Please note that if you are using a non-UK based payment card, facility or account, the Sterling price of your order may be converted into an amount priced in a different currency.  A variable exchange rate may be used and additional fees may apply, which we will not be responsible for bearing.

You confirm that the credit or debit card or alternative payment facility being used is yours. All credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

Use of Product Images
We take photographs wherever possible of the lights that we produce as a record for future discussion with the purchaser of that light and also for Marketing and display use. Should you prefer us not to use images of your light for Marketing and display purposes please advise us at [email protected]

We respect your rights as a consumer and aim to do everything in our power to ensure that you have an enjoyable experience dealing with us.  If you have any problems or criticisms please feel free to contact us at [email protected].
We do our best to respond to all complaints within 24 hours and should be able to resolve them within a few days. We aim to keep you fully and regularly informed until your complaint is resolved.

Intellectual Property
Carousel Lights Limited and/or its licensors are the sole owners of CarouselLights.com website, which includes any software, domains, and content or information made available through it. CarouselLights.com website is protected by UK and International copyright and other intellectual property laws. It is for your own personal and non-commercial use only. Without limitation, this means that you may not sell, export, license, modify, copy, reverse engineer, distribute or transmit CarouselLights.com website or any content whatsoever without Carousel Lights Limited’s prior express written permission. Any unauthorised use of CarouselLights.com website will mean that you could be liable for legal action including any costs incurred by Carousel Lights Limited in pursuing that legal action. Carousel Lights Limited  and its graphics, logos, icons and service names related to CarouselLights.com website are registered and unregistered trademarks of Carousel Lights Limited. They may not be used without Carousel Lights Limited’s prior express written permission. All other trademarks not owned by Carousel Lights Limited that appear in connection with CarouselLights.com website are the property of their respective owners, who may or may not be affiliated with, connected to or sponsored by CarouselLights.com.

“Carousel Lights”, “Carousel Light”, “CarouselLights”, “CarouselLight”, “NeonUltra”, “Neon Ultra” and “Waltzer” and the Carousel Lights logo are all registered trademarks of Carousel Lights Ltd. They may NOT be used without prior permission by anyone unless written permission is obtained.

If it is agreed that a goodwill payment is to be made by Carousel Lights, then within 3 months of the goodwill payment being offered: (i) the payment must be accepted by the client, and (ii) full details must be given to Carousel Lights to enable the payment to be made. These details include payee name, bank account number, bank sort code and bank address. Failure to accept the payment and/or provide the necessary information to enable the payment will result in the goodwill payment no longer being available.

Your Conduct
By downloading and using the CarouselLights.com website, you agree not to upload, post, e-mail or otherwise send or transmit any material that contains viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment associated with CarouselLights.com website. You also agree not to interfere with the servers or networks connected to CarouselLights.com website or to violate any of the procedures, policies or regulations of networks connected to CarouselLights.com website, the terms of which are incorporated herein. You also agree not to: (1) impersonate any other person while using CarouselLights.com website; (2) conduct yourself in a vulgar, offensive, harassing or objectionable manner while using CarouselLights.com website; (3) use CarouselLights.com website for any unlawful purpose; (4) resell or export the software associated with CarouselLights.com website; or (5) copy any of the products displayed or referred to on the CarouselLights.com website.

 Carousel Lights Limited does not promote, recommend or condone use of CarouselLights.com website during certain activities, such as automobile driving, where there is a significant risk of accident. You agree not to use CarouselLights.com website during such activities.

Charges For Using CarouselLights.com Website
Carousel Lights Limited currently provides CarouselLights.com website to you free of charge. However, when you use CarouselLights.com website, you may be subject to charges imposed by your wireless or other applicable carrier. Payment of such charges is solely your responsibility. CarouselLights.com website may not be accessible in some foreign countries, this will depend on CarouselLights.com website being supported by the foreign network. You should check with the local carrier whether you will be required to pay additional charges for such access. The ability to download or access CarouselLights.com may be restricted or impaired when on a roaming network abroad.

Products, Pricing, Descriptions and Images

All prices published are in pounds sterling and are inclusive of VAT (where applicable) at the current rate. The total cost of your order is the price of the products ordered plus the cost of delivery and any other selected services. Each product purchased is sold subject to its Product Description. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Website are correct. Although we aim to keep the Website as up to date as possible, information appearing on the Website at a particular time may not always reflect the position at the exact moment you place an order. The images shown online and in printed media are for illustration purposes only and items may differ slightly in reality. Some products may also be shown with additional props but these are not included in the sale of a product unless otherwise specified.

Images of lights used in marketing purposes, including but not limited to website, email and social media marketing channels, are only indicative of the colour of the neon and can never be relied upon as an accurate representation of the colour of the final product.

We reserve the right to withdraw any products from this Website at any time and/or remove or edit any materials or content on this Website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this Website whether or not that product has been sold.

Use of Information Submitted
You agree that Carousel Lights Limited is free to use any comments, information or ideas contained in any communication you may send to CarouselLights.com without compensation, acknowledgement or payment to you for any purpose whatsoever, including, but not limited to, developing, manufacturing and marketing products and services and creating, modifying or improving CarouselLights.com website or other products or services.

No Warranty or Liability Limit
Carousel Lights Limited provides CarouselLights.com website “as is” and without any warranty or condition, whether express, implied or statutory. Carousel Lights Limited specifically disclaims any implied warranties of title, merchantability, fitness for a particular purpose and non-infringement. Carousel Lights Limited assumes no liability or responsibility for any errors or omissions in CarouselLights.com website; any failures, delays or interruptions in CarouselLights.com website; any losses or damages arising from the use of CarouselLights.com website, including, without limitation, any damage to your mobile device; or any conduct by users of CarouselLights.com website. We reserve the right to deliver CarouselLights.com website in our sole and absolute discretion. In no event shall Carousel Lights Limited, its shareholders, directors, officers, employees or agents be liable (jointly or severally) to you for loss of use or any special, incidental, indirect or consequential damages arising out of or in connection with CarouselLights.com website or these Terms and Conditions, on any theory of liability, and whether or not advised of the possibility of damage. If any applicable authority holds any portion of this section to be unenforceable, then liability will be limited to the fullest possible extent permitted by applicable law.

You agree to indemnify and hold Carousel Lights Limited and its related companies, and each of their respective shareholders, directors, officers, employees, agents and merchant partners harmless from and against any third-party claim or cause of action, including reasonable solicitors’ fees and court costs, arising, directly or indirectly, out of your use of CarouselLights.com website or your violation of any law or the rights of any third party.

Privacy & Security
We recognise that your privacy and security are important and we respect the terms of the UK Data Protection Act 1998.

Active Information Collection
CarouselLights.com collects information from its visitors in two ways: actively and passively. Active information collection refers to instances in which we gather information from you when you fill it in and send it to us, such as by completing a registration form, signing up for an electronic newsletter, or sending us a message via an e-mail reply mechanism provided by this site. Active information collection can include both personally identifiable information (e.g., your full name or information that is unique to you) and non-personally identifiable information (e.g., if we were to ask for your first name and a list of the top three things you like about our site). Passive information collection refers to instances in which we collect information from you that you have not actively provided (please see the next section of this policy for a summary of our passive information collection practices).

Registration Information
If you are interested in receiving electronic updates, alerts, and other information from us regarding this site and our products and services, you must provide us with an e-mail address. In completing your registration, we may also ask for optional information, such as how you found us, to help us better serve you in the future.

Feedback Information
We welcome your comments and feedback regarding this Site and our products, services and programs. Please send your comments to [email protected] E-mail is not secure. As a result, you should carefully consider what information you wish to send to us via e-mail.

Passive Information collection
We may use special technologies to passively collect information while you are visiting www.CarouselLights.com (that is, you do not actively provide this information). These technologies allow us to collect certain kinds of non-personally identifiable information, including your Internet domain name, the type of web browser you use, the operating system you use, the date and time of your visit www.CarouselLights.com, the specific pages you visit, and the address of the web site you visited prior to entering www.CarouselLights.com. We do not link this passively collected non-personally identifiable information with personally identifiable information you have actively provided elsewhere on this site. We reserve the right to share with third parties, including our business partners, the anonymous aggregated information that we have passively collected via this site.

Below are the primary means of passive information collection at our Site:
This site uses cookies, which are small text files that store non-personally identifiable information about you, either temporarily in connection with your Internet Protocol (IP) address (known as a temporary or session cookie, and deleted once you close your browser window) or more permanently on the hard drive of your computer (known as a permanent or persistent cookie). This Site uses session cookies so that you do not have to fill in the same information from page to page within www.CarouselLights.com. If you elect not to receive cookies, you may be able to view some, but not all, of the content on this Site.

Internet Protocol (IP) Addresses

This site uses Internet protocol (IP) addresses. IP addresses are unique identifiers automatically assigned to each computer when logging onto the Internet. IP addresses allow us to collect much of the same information we collect through cookies, including browser type, what pages you visit, and how long you stay on the site. In general, IP addresses allow us to identify problems with our servers, prepare aggregate demographic information and other information regarding the use of this site, and improve the functions of this site.

What do we do with your information
The personally identifiable information we collect from you will only be used and disclosed in accordance with this policy or as specifically disclosed to you at the time you provide the information. We will not sell, lease, transfer, share, or otherwise permit access to your personally identifiable information with any third parties other than as described in this policy. We reserve the right to sell, lease, transfer, or otherwise share without restriction aggregated, de-identified, and other non-personally identifiable information regarding site usage, sales, traffic patterns, demographics, and other statistics about our site or those from whom we collect information via www.CarouselLights.com. We reserve the right to use or disclose personal information provided via this site as necessary to respond to your requests, comply with applicable laws, regulations, legal processes, and law enforcement inquiries, as required by litigation, to take precautions against liability, and protect the security and integrity of the site and the safety of its users.

Electronic Communications
By downloading and/or using the CarouselLights.com website, you consent to receiving electronic communications and notices from Carousel Lights Limited. You agree that any notice, agreement, disclosure or other communications that we send to you electronically will satisfy any legal communication requirements, including that such communications be in writing.

Opting out
We do not seek to collect personally identifiable information from you that you do not want collected. When you submit personally identifiable information via this site, whether such information is required or optional, you consent to its disclosure and use in accordance with this privacy policy. If you ever decide that you do not wish to receive information from us regarding our products and services, you may opt out of receiving this information by contacting us by e-mail at [email protected].

Information Access
We take reasonable steps to ensure that personally identifiable information that you send us via this site is accurate, current, and complete.

To be eligible to purchase products on this Website and lawfully enter into and form contracts on this Website under English law you must:

Register by providing your real name, phone number, e-mail address, payment details and other requested information

Be over 18 years of age

Stipulate a delivery address. Please note that PO box numbers, hotels and accommodation addresses 
are not acceptable

Possess a valid credit or debit card issued by a bank accept able to us
If you wish to correct or delete your personally identifiable information, please contact us by e-mail at [email protected]. We may, at our discretion, refuse to allow you access to certain information if, in our view, to provide such access would jeopardise another person’s privacy; would violate any applicable UK or foreign law, regulation, or directive; or would unreasonably burden this site.

Data Security
Although we take reasonable steps to protect the personally identifiable information that you provide via this site, no system is 100% secure or error-free. Therefore, we do not, and cannot, guarantee the security or accuracy of the information we gather.
One way we protect your personally identifiable information is through usernames and passwords. This safety measure is only effective if you protect the secrecy of both your username and password. If you ever suspect your username or password may have been compromised or subject to unauthorized use, contact us immediately at contacting us by e-mail at [email protected].

This site is not intended for use by children.

Disputes Governing Law
You agree that these Terms and Conditions or any claim, dispute or controversy (whether in contract, tort or otherwise, whether preexisting, present or future, and including statutory, common law and equitable claims) between you and Carousel Lights Limited arising from or relating to these Terms and Conditions, their interpretation or breach, termination or validity, the relationships which result from these Terms and Conditions, CarouselLights.com website, Carousel Lights Limited’s advertising or any related transaction shall be governed by and construed in accordance with English law.

Changes to this policy
We reserve the right to change this Policy at any time and in our sole discretion. If we do change the Policy, the new Policy will be posted here, along with its revision date, and all information collected following the posting of such changes will be subject to the new Policy. We encourage you to check this Policy periodically and – at a minimum – before each instance in which you provide personally identifiable information via this site.

If any provision of these Terms and Conditions is held to be invalid or unenforceable, such provision shall be struck, and the remaining provisions shall be enforced. Headings are for reference purposes only and in no way define, limit, construe or describe the extent or scope of such section. Our failure to enforce any provision of these Terms and Conditions shall not constitute a waiver of that or any other provision. These Terms and Conditions set forth the entire understanding and agreement between you and Carousel Lights Limited with respect to the subject matter hereof.

Contact Details
[email protected]
Company Number 8477378
Address: Fetcham Park House, Lower Road, Badingham Drive, Fetcham, Surrey. KT22 9HD

This policy was last revised on 9th September 2022.

Why Choose Carousel Lights
Sophie Ellis Bextor testimonial

"The light looks INCREDIBLE! We are so happy with it and I really appreciate how beautifully made it is." Sophie

Sophie Ellis-Bextor Singer

Barclaycard Arena testimonial

"A HUGE thank-you! You'ce created such a 'wow-factor' light installation that's far better than we could ever have imagined. Everyone has been so professional and helpful every step of the way!"

Event Manager NEC Barclaycard Arena

Harvey Nichols testimonial

Thank you so much for the light - it looked AMAZING! We've decided to keep it up and it'll no doubt stay there!

Event Manager Harvey Nichols

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