Return and Cancellation Policy

You may cancel your order for any reason within 5 calendar days of purchase to receive a full refund. After 5 calendar days, if you cancel before production is complete, a 10% penalty will be applied to cover material allocation and preparation costs. If production is complete but the order has not yet shipped, a 15% restocking fee will apply.

Exceptions for Certain States (e.g., California, New York, Illinois):

In states with stricter consumer protection laws, restocking fees will be limited to the actual costs incurred (material allocation, disassembly, etc.). If your state limits or restricts restocking fees, we will comply with local laws and provide detailed information about how these fees are calculated.

Permit Denials:

If a permit is denied, and you provide a letter from the city citing the denial, your order will be canceled, and a full refund will be issued minus any fees paid out. These non-refundable fees include:

• Permit processing fees
• Permit application fees
• Site surveys
• Engineering drawings or documents created to apply for the permit
• Hourly charges for meetings attended

Any fees paid toward these services are non-refundable and will be deducted from the refund.

Non-Returnable Items:

• Returns are not accepted for items that have already shipped unless they are defective, damaged, or not as described.
• In California, New York, Illinois, and other states with similar laws, non-returnable items such as custom products or sale items may still be eligible for return if they are defective, damaged, or not as described.

Defective or Damaged Items:

• If the item you received is defective, damaged, or not as described, you are entitled to a repair, replacement, or refund depending on the issue. Contact us within 5 days of receipt to report the problem.
• In California, New York, Illinois, and other states, you will have the right to request a refund instead of repair or replacement if the item is defective or damaged.

Exceptions for Returns:

In rare cases where a return is accepted, the following terms apply:

• Customers will be responsible for shipping charges to return the item to us.
• Upon inspection, a 25% restocking fee will be assessed, and original and return shipping fees will be deducted from the refund.
• State-Specific: In states like California, restocking fees will not exceed the actual cost incurred to restock the item, and these fees will be fully disclosed.

Orders Canceled After Production:

If an order is canceled after production is complete but before shipping, a 15% restocking fee will be charged to cover disassembly and restocking costs.

• State-Specific: For states with restrictions on restocking fees, these fees will be adjusted in compliance with state laws and will reflect the actual cost incurred.

Additional Terms:

• Any other exclusions or special requests must be provided in writing within 5 calendar days of placing the order.
• Custom products (such as special designs or personalized items) are not eligible for cancellation or return after production has begun.
• Sale items and gift cards are non-returnable and non-refundable.
• In California, New York, Illinois, and similar states, sale items may still be eligible for return if they are defective, damaged, or not as described.

Refund Processing Time:

Once your return is accepted or your order is canceled, we will process your refund to your original payment method within 14 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

For any questions or concerns about your specific order, please contact us at shop@ledsigncity.com.