At LightSignCo, we stand behind the quality of our products. Because our LED neon signs are custom-designed and handcrafted to order, please read our return and refund guidelines below to understand your options.

1. Do We Accept Returns?

• Custom Design Orders: Since custom neon signs are tailored specifically to your chosen text, font, color, and specifications, we do not accept returns, refunds, or exchanges for change of mind.

• Defective or Damaged Items: We absolutely accept returns, free replacements, or full refunds if your product arrives damaged, has manufacturing defects, or is the wrong item.

• No Restocking Fees: We do not charge any restocking fees for return processing.

• Return Shipping Costs: If a return is required due to our error (damaged, defective, or incorrect item), LightSignCo will cover 100% of the return shipping costs. We will email you a prepaid shipping label.

2. Scenarios & Eligibility

We guarantee a resolution for any issue that occurs during transit or production:

• Product Arrived Damaged or Defective: If your sign has any physical damage (shattered backing, loose wiring) or electrical faults upon arrival, we will replace it or refund you completely.

• Wrong Item Received: If we made a mistake and sent you the wrong design, color, or size, we will expedite a corrected replacement immediately.

• Product Never Arrived: If your tracking number shows no movement or the package is officially declared lost by the carrier (UPS/FedEx/USPS), we will manufacture and ship a brand-new sign to you at no extra cost, or issue a full refund.

• Return Requirements: For any approved physical returns, the item must be returned in its original packaging with all included mounting hardware and power adapters.

3. Process, Timeline & Refund Method

To initiate a return or claim a replacement, follow this simple process:

• How to Start a Return (At least 2 ways):

  1. Email Us: Contact our support team at support@lightsignco.com with your Order Number, a brief description of the issue, and photos/videos of the damage or defect.

  2. Call Us: You can also reach our customer support line directly at (325) 770-9536 to start your claim.

• Return Window: You must contact us within 30 days from the date of delivery (as indicated by the carrier tracking timestamp) to claim a refund or replacement.

• Refund Processing Time: Once we receive your returned item (or once photographic evidence of a transit-damaged sign is verified and approved), we will process your refund within 5 business days.

• Refund Method: All refunds are credited directly back to your original payment method. Depending on your bank, please allow an additional 3-7 business days for the funds to post to your account.

4. Order Cancellations & Modifications

Because production begins quickly, we allow order cancellations or changes under the following conditions:

• Within 24 Hours of Ordering: You can cancel or modify your design for a 100% full refund.

• After 24 Hours: Once cutting and assembly have started at our US facility, we can no longer cancel or modify the order.

Contact Us

For any questions regarding our return process, please get in touch with our team:

• Support Email: support@lightsignco.com

• Business Address: 1205 Rees Road, Escondido, CA 92026, United States