Refund & Return Policy

01 Custom-Made Goods

All products sold by LG Sign Board are custom-manufactured to your specification. Production begins only after you approve a digital proof showing your exact wording, font, colour and dimensions.

Under general US consumer practice, personalised and made-to-order goods are exempt from standard return rights, in the same way as engraved, monogrammed or bespoke items. Once you approve your proof, your sign enters production and the materials are cut to your design.

We therefore do not accept returns or issue refunds for:

• Change of mind after the proof has been approved
• Spelling, punctuation or wording errors present in the proof you approved
• A colour, font or size you selected but no longer want
• The sign not fitting your intended space, where the dimensions matched your order
• Minor variation in glow tone or brightness inherent to hand-built LED neon
• Delays caused by an incorrect delivery address, a failed delivery attempt, or the carrier

Please check your proof carefully. It is the single most important step — we will hold production until you are happy with it, and revisions at that stage are free and unlimited.

02 What We Do Cover

If your sign arrives damaged, or does not work as it should, we will make it right. You do not pay anything.

Where a claim is approved, we manufacture and ship a brand-new replacement sign at no cost to you, including shipping. We do not issue partial refunds, store credit or repairs in place of replacement, as a rebuilt sign would not match the quality of the original.

03 Claim Window: 3 Days

All claims must be reported to us within 3 calendar days of the delivery date recorded by the carrier. This short window exists because transit damage is difficult to distinguish from handling or installation damage after that point.

We strongly recommend that you:

• Open and inspect your sign the day it arrives, even if you do not plan to install it immediately
• Plug it in and test it before mounting — this is the fastest way to identify a fault
• Photograph the packaging before you discard it, especially if the outer box shows any crushing or puncture

Claims raised after the 3-day window may still be considered under the 2-year warranty if the issue is electrical rather than physical damage. See section 7.

04 How to Raise a Claim

1. Contact us within 3 daysEmail us using the details below with your order number in the subject line. Do not attempt to repair or modify the sign — doing so voids the claim.
2. Send clear evidenceInclude well-lit photographs of the damage or fault, a photograph of the outer packaging, and — for illumination faults — a short video of the sign plugged in and switched on. The video matters: it is often the only way to diagnose an intermittent fault.
3. We verify the claimOur team reviews the evidence within 2 business days and may ask follow-up questions or request additional photographs. In some cases we will ask you to return the original sign at our cost before a replacement is dispatched.
4. Replacement is produced and shippedOnce approved, your replacement enters production immediately and ships free of charge. Standard production timelines apply, and you will receive a new tracking number.

05 At a Glance

06 Order Cancellation

You may cancel your order free of charge at any point before you approve your digital proof. A full refund will be issued to your original payment method.

Once the proof is approved, materials are cut and production begins, and the order can no longer be cancelled or refunded. If you need to change something, contact us immediately — if we have not yet started, we will do everything we can to accommodate you.

07 Refunds, Where Applicable

In the limited circumstances where a refund is issued — a cancellation before proof approval, or where we are unable to produce or replace your sign — the following applies:

• Refunds are made to the original payment method only
• We process approved refunds within 5 business days of approval
• Your bank or card issuer may take a further 5 to 10 business days to post the funds
• Original shipping charges, where paid, are refunded only if the fault was ours

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact your bank first, then get in touch with us.

08 Shipping Damage and Lost Parcels

Risk of loss passes to you on delivery, but we handle carrier claims on your behalf — you should not have to argue with a shipping company over a sign you bought from us.

If tracking shows delivered but the parcel is not there, contact us within 3 days. We will open a carrier investigation, which typically takes 5 to 8 business days. Where the carrier confirms the loss, we produce a replacement free of charge.

If a parcel is visibly damaged on arrival, photograph it before opening where possible, and note the damage with the driver if you are able to.

09 Your Statutory Rights

Nothing in this policy limits or removes any right you have under applicable United States federal or state consumer protection law, including any implied warranty of merchantability or fitness for a particular purpose where such warranties cannot lawfully be excluded.

Some states do not permit the exclusion or limitation of certain warranties or of incidental or consequential damages, so parts of the above may not apply to you. This policy gives you specific legal rights, and you may also have other rights that vary from state to state.

We reserve the right to amend this policy at any time. The version in force at the time you place your order is the version that applies to that order.