These terms apply to everything Vertical Design DXB sells — commissioned work, ready-made pieces, services and workshops. By placing an order you accept them. Please read section 2 if your piece is being made for you, because custom work cannot be cancelled once it starts.

We work in three materials, and they behave differently. Where a term depends on the material, this document says so.

1. Quotes and prices

Quotes are valid for 15 days from the date we issue them.

All prices are in UAE dirhams and include VAT at the applicable rate. Prices may change before a quote is accepted. If a price changes after you have enquired but before you have paid, we will tell you and you are free to walk away.

If a piece is listed at an obviously incorrect price, we may withdraw it, provided we tell you before it is dispatched and refund anything you have paid.

2. Commissioned and customised work

Approving the design

We will send you a visual and, where relevant, dimensions and a colour reference before anything is made. Production begins only once you approve it in writing. Please check spelling, dimensions and colour carefully at this stage — once we start, the approved drawing is what we make.

If you supply artwork, it must be production-ready vector files. Colours are matched to Pantone references where you give them. Colour on a screen is not a reliable guide to colour in light, so a Pantone reference, or a visit to the showroom, is the only accurate way to agree a colour.

Hand-made variation

Every piece is shaped by hand, and small variation between a drawing and a finished piece is part of the work rather than a fault. Minor colour variation between batches, and small surface marks on acrylic that are inherent to the material, are not defects.

Payment

Commissioned work is paid in full before production begins, unless we have agreed otherwise in writing. Ownership of the piece passes to you on receipt of full payment. Risk passes to you on delivery, or on installation where we install.

Glass neon commissions begin with a design deposit, which is redeemable against the final price of the piece. If you decide not to proceed after the design stage, the deposit covers the design work already done and is not refunded.

Cancellation

Commissioned work is made for you and cannot be resold, so it can be cancelled only before production begins. Where an order is cancelled in time, we refund what you have paid less 20% of the order value, which covers the design time and the materials already committed to it.

Once production has started, an order cannot be cancelled, returned or refunded. For a piece ordered and paid for through our website, production begins straight away, so there is no window in which it can be cancelled. Where we have sent you an estimate, the window runs until you approve it and pay.

None of this affects your statutory rights, and none of it applies to a piece that arrives faulty — see sections 5 and 6.

If you need to change a design after approving it but before we have started, tell us immediately and we will do what we can. Once materials are cut or glass is bent, a change is a new piece.

3. How long it takes

Each material takes a different length of time to make. Production times run in working days from the point of full payment and final design approval, whichever is later.

These are production times. Delivery is additional and depends on where the piece is going — see section 4. Within the UAE it is usually a day or two once the piece is finished.

Large, complex or multi-piece work takes longer, and we will tell you the expected time before you pay. These times are estimates made in good faith. We will keep you informed if anything slips, but a delay does not entitle you to compensation or to cancel a commissioned order.

4. Delivery and installation

Delivery depends on the material, because glass does not travel the way LED does.

We do not ship glass neon outside the UAE, Saudi Arabia and Qatar. Hand-bent glass does not survive long transit reliably enough for us to promise it, and we would rather say so than replace a piece that arrives broken.

For deliveries we will agree a date with you in advance. Someone must be available to receive the piece, and for larger work you are responsible for access and for unloading. If nobody is there on the agreed date, a second delivery may be chargeable.

For installations by our team, please make sure the wall or site is ready and that power is available where the piece is going.

5. Warranty, repair and what happens if something fails

Warranty depends on the material, and so does what we do about a failure. LED cannot be repaired in the way glass can, and glass cannot be replaced in the way LED can.

Glass neon carries no warranty because it is hand-made glass. What it carries instead is us: we made it, and we can repair it, which is something no LED piece allows.

No warranty covers accidental damage, misuse, incorrect installation by anyone other than our team, electrical supply faults, or use outside what the material is rated for. On water specifically:

• Glass neon may be used outdoors. Connections are sealed against rain. It is not submersible.
• LED flex is for indoor use only.
• Acrylic LED is fully waterproof and may be used indoors or outdoors, including submerged.

Transformers and drivers are covered by the warranty on the piece they came with.

6. Ready-made pieces, damage and defects

Please check your piece on arrival.

If it is damaged in transit, tell us in writing within 48 hours of delivery and send photographs showing the whole piece, the damage and the packaging. We cannot pursue a courier claim without them.

If you find a manufacturing fault, tell us in writing within 48 hours of delivery. After that we will take the piece to have been delivered in good condition.

Confirmed manufacturing faults are put right as set out in section 5.

7. Returns and refunds

Commissioned and customised work cannot be returned or refunded, as set out in section 2.

Ready-made pieces bought online may be returned within 14 days of delivery if they are unused, undamaged and in their original packaging. Return shipping is at your cost unless the piece was faulty. Refunds are issued to the original payment method once we have received and checked the piece.

International orders: customs duties and import taxes are your responsibility and are not refundable. Faulty LED pieces are remade rather than exchanged. Glass neon is repaired rather than exchanged, because each piece is bent by hand and no two are identical.

8. Workshops

Workshop places are confirmed on payment. Attendees must be 16 or over, and the booking must be made by an adult.

In a workshop you bend glass yourself, with our guidance. Your piece then has to be finished, wired and tested by us before it can be taken home, which is why it does not leave with you on the day.

The fee includes the glass you practise with, the glass for your finished piece, all hardware, and the transformer for one finished piece. Most people make more than one thing in a session. If you would like a second piece wired and powered as well, we can do that for an additional charge, quoted on the day.

Collecting your piece

Your finished piece is ready for collection one week after your workshop. We will let you know when it is ready.

We hold finished pieces for two months from the date they are ready. After two months we reserve the right to dispose of an uncollected piece, and no refund is due. We have limited space in the studio and finished glass cannot be stored safely indefinitely.

If you cannot collect in person, tell us and we will arrange delivery at your cost.

Changing your date

Workshop fees are non-refundable. You can move your session to another date up to 48 hours before your booked time — just let us know. Inside 48 hours, and for a no-show, the fee is lost and the session cannot be moved.

A one-to-one session is a slot held open for you, which is why we cannot refill it at short notice.

Your piece

Because a workshop piece is your own handiwork, it carries no warranty and is not returnable. We will tell you honestly, on the day, if something you have made is unlikely to survive being wired.

9. Intellectual property

Designs, drawings and visuals we produce remain our intellectual property, including where you have paid for the piece made from them. You are buying the finished work, not the right to have it reproduced elsewhere.

Where you supply artwork, you confirm you have the right to use it and to have it made into a lit piece, and you accept responsibility for any third-party claim arising from it.

We may photograph completed work and use those images in our portfolio, on our website and on social media. If you would prefer we did not, tell us in writing before delivery and we will not.

10. Liability

Our liability for any order is limited to the price you paid for it. We are not liable for indirect or consequential loss, including lost profit, lost bookings or the cost of an event not going ahead.

Nothing in these terms excludes liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

Our pieces run on mains electricity. They must be installed as instructed and, where a piece is hard-wired, by a qualified electrician. We are not liable for damage or injury resulting from installation we did not carry out.

11. General

Governing law

The United Arab Emirates is our country of domicile. These terms are governed by UAE law, and the courts of Dubai have jurisdiction over any dispute.

Language

These terms are written in English. If they are translated, the English version prevails.

Who may order

You must be 18 or over to place an order. You are responsible for keeping your account details confidential.

Sanctions

We do not trade with, or supply to, any country, organisation or individual subject to UN, UAE, EU or OFAC sanctions.

Anti-bribery

We do not offer or accept bribes, facilitation payments or improper inducements, and we expect the same of anyone we work with.

Confidentiality

Where you share commercially sensitive information with us — an unreleased brand, a launch date, a venue — we keep it confidential and will not publish work connected to it before you do.

The whole agreement

These terms, together with your accepted quote, are the whole agreement between us and replace anything said beforehand. If any single clause turns out to be unenforceable, the rest stands.

Changes

We may update these terms. The version that applies to your order is the one published when you placed it.

12. Contact

Vertical Design DXB
Al Quoz Industrial Area 1, Warehouse 4
Dubai, United Arab Emirates
Monday to Friday, 9:00 to 17:30

hello@verticaldesigndxb.com

Formal notices under these terms should be sent to the address or email above.

Last updated: 14 October 2026