Returns, Refunds and Warranty
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Our signs are made to order for you. This policy explains what can be canceled, returned and refunded, what we do if something arrives damaged or wrong, and what our warranty covers.
Custom signs are made for you
Every sign is built to the drawing you approve, with your name or logo, so it cannot be resold. That is why you see and approve the drawing before anything is built.
- Before you approve the drawing: you can cancel at no cost. If you already paid with Buy now, we refund your payment in full.
- Within 1 business day of your approval, before we start cutting: you can cancel, and we refund your payment in full.
- Once we start cutting: the sign cannot be returned or refunded because you changed your mind. If it arrives damaged, wrong or defective, see below.
Parts from our shop
Parts we keep in stock, such as photocells, timers, dimmers, power supplies and mounting kits, can be returned unused and in their original packaging within 30 days of delivery. Contact us first, and we tell you where to send them. You pay the return shipping unless we made a mistake. We refund the price of the item once we receive it.
These are final sale, because we make them for you: replacement faces cut to your letters, raceways made to your length, and drawing services, such as sign design proofs and permit drawing packages, once we have sent the drawing.
Damaged, wrong or missing items
If your sign or a part arrives damaged, follow the steps in our Shipping Policy and contact us within 7 days of delivery. We remake and ship the damaged letter or part at no cost to you.
If something is missing, or your sign does not match the drawing you approved, contact us within 7 days of delivery with your order number and photos. We send what is missing, or remake what does not match, at no cost to you.
Warranty
Signs we build are covered from the date of delivery:
- LED modules and power supply: 3 years
- Stainless steel letters: 5 years, against rust-through and defects in how they are built
If a covered part fails, we send you a replacement part at no cost. If a letter has a defect in how it was built, we repair or remake it. The labor to install a replacement, such as an electrician or a sign installer, is not covered.
Parts bought on their own from our shop are covered against defects for 1 year from delivery, unless the product page says otherwise.
The warranty does not cover:
- Damage from installation, mounting or wiring done by you or by others
- Impact, accidents, vandalism or misuse, such as using an indoor sign outdoors
- A sign or part that was opened, modified or repaired by others, except replacing a part as we instructed
- Power surges, lightning, floods, fire and other events outside our control
- Normal aging, such as LEDs slowly getting dimmer over the years
How to make a warranty claim
Contact us with your order number, a short description of the problem and photos or a short video of it. We may ask you or your electrician to check a few things first, such as the power supply and the wiring, to find the part that failed. Then we ship the replacement part.
How refunds are paid
Refunds go back to the card or payment method you paid with, through Stripe. We send a refund within 5 business days of approving it (for a return, of receiving the item). Your bank may take a few more days to show it.
Contact us
Questions about a return, a refund or the warranty?
Send us a message through our contact page or email [email protected].