Refund policy

Refund & Return Policy

At SIGN CUSTOM, most of our products are custom-made specifically for each customer. Because customized signs are produced according to your approved design, size, color, and specifications, our refund and return policy differs from that of standard retail products.

Please review the following policy carefully before placing your order.

1. Order Cancellation & Refunds

You may request to cancel your order within 24 hours of placing the order, provided that production has not yet started.

If your order has not entered production, we can cancel the order and issue a refund.

Once production has started, the product is considered a custom-made item and is not eligible for a refund. You may still request to cancel the order, but no refund will be provided for products that are already in production.

Because production schedules may vary, we recommend contacting us as soon as possible if you need to make changes or cancel your order.

2. Custom-Made Products

Most products sold by SIGN CUSTOM are personalized or made-to-order based on customer-approved artwork and specifications.

For this reason, completed custom products generally cannot be returned or refunded due to reasons such as:

  • Change of mind

  • Ordering the wrong size

  • Choosing the wrong color or specifications

  • No longer needing the product

  • Differences in appearance caused by customer-approved artwork or design specifications

Customers are responsible for carefully reviewing and approving all design details before production begins.

3. Products Damaged During Shipping

If your product arrives damaged due to transportation, please contact us in writing within 48 hours of delivery.

To help us evaluate the damage, please provide:

  • Clear photos of the damaged product

  • Photos of the outer packaging

  • A video showing the damage or functional problem, when applicable

  • Your order number and a brief description of the issue

Once the shipping damage has been verified, we will provide a replacement or remake at no additional product cost.

Please keep the original product and packaging until the claim has been reviewed, as additional information may be required.

Shipping damage claims submitted more than 72 hours after delivery may not be eligible for free replacement.

4. Warranty

Depending on the product, SIGN CUSTOM provides a 1–3 year limited warranty.

The applicable warranty period will depend on the specific product purchased.

During the warranty period, if the product or its included electrical components fail due to a manufacturing defect or other non-human-caused issue, please contact us in writing and provide:

  • Your order number

  • Clear photos of the product

  • A video demonstrating the problem

  • A description of when and how the issue occurred

After reviewing the information, our team may provide troubleshooting instructions, repair recommendations, replacement parts, or replacement service depending on the nature of the problem.

5. Warranty Exclusions

Our warranty does not cover damage or failure caused by:

  • Incorrect installation

  • Improper wiring or electrical connection

  • Unauthorized modification or repair

  • Accidental damage

  • Misuse or improper handling

  • Physical impact

  • Water damage to products not designed for outdoor or wet-location use

  • Use of an incorrect power supply or voltage

  • Damage caused by extreme weather, natural disasters, or other external conditions

  • Normal wear and tear

  • Damage caused by the customer or a third-party installer

Replacement products or parts provided under warranty do not automatically restart or extend the original warranty period unless otherwise stated.

6. Product Color & Appearance

Because many of our products are handmade and customized, slight variations may occur between the final product and digital mockups, photographs, or images displayed on different screens.

Colors may also appear slightly different depending on lighting conditions, monitor settings, materials, and manufacturing processes.

Reasonable variations that do not affect the normal function or overall approved design of the product are not considered defects and are not eligible for refunds.

7. Installation Responsibility

Customers are responsible for ensuring that products are installed correctly and safely.

For electrical signs, large signs, outdoor signs, or permanently installed signage, we recommend using a qualified electrician, sign installer, or licensed professional when required by local regulations.

SIGN CUSTOM is not responsible for damage caused by incorrect installation or improper electrical connections.

8. Incorrect or Defective Products

If you receive a product that is significantly different from the approved design, has a confirmed manufacturing defect, or contains an error caused by us, please contact us with photos and videos showing the issue.

After verification, we will determine the appropriate solution, which may include:

  • Troubleshooting assistance

  • Replacement parts

  • Repair assistance

  • Remaking the affected product

For custom-made products, our standard resolution is to correct, repair, replace, or remake the defective item rather than provide a refund.

9. Return Shipping

Because most of our products are custom-made, please do not return any product without contacting us first and receiving authorization.

Unauthorized returns may not be accepted.

If a return is required due to a verified manufacturing defect or an error on our part, we will provide further instructions based on the specific situation.

10. Refund Processing

When a refund is approved, it will generally be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank, credit card company, or payment provider.

11. Contact Us

If you have any questions regarding cancellations, shipping damage, warranty claims, or product issues, please contact SIGN CUSTOM in writing through the contact information provided on our website.

When contacting us about an existing order, please include your order number, photos, videos, and a clear description of the issue so that we can assist you efficiently.

By placing an order with SIGN CUSTOM, you acknowledge that you have read and agreed to this Refund & Return Policy.