Returns & Warranty

The 5-year warranty

Every sign we make is covered for five years against manufacturing defects — failed LEDs, failed transformers or power supplies, faulty wiring, and workmanship that gives way in normal use. Alongside it sits our 100% glow guarantee: if your sign doesn't light correctly when it arrives, we put it right.

If something fails within the warranty period, message us with your order details and a short video or photo showing the fault. We'll repair or replace the sign, or the failed component, at no cost to you.

What the warranty doesn't cover

• Accidental damage, drops, or impact after delivery
• Damage from improper installation or hard-wiring by an unqualified installer
• Using an indoor sign outdoors, or exposing a non-IP67 sign to weather
• Using a power supply other than the one provided
• Normal, gradual dimming over many years of continuous use
• Unauthorised repairs or modifications

Damaged in transit

Tell us within 48 hoursof delivery, with photographs of both the sign and the packaging it arrived in. Keep the packaging until the claim is settled. We'll arrange a repair or a replacement — you won't be left with a broken sign.

Wrong or faulty item

If we've made a mistake — the wrong text, the wrong colour, the wrong size against your approved mockup — that's on us. We'll remake it at no charge. The approved mockup is the reference we both work from, which is exactly why we ask you to check it carefully.

Changed your mind?

This is where custom work differs from off-the-shelf products, so we want to be straight with you rather than bury it.

Every sign is made specifically to your specification — your words, your size, your colour. Under consumer law in the UK, EU and many other jurisdictions, bespoke and made-to-order goods are exempt from the usual change-of-mind cancellation right, because they can't be resold to anyone else. Once you've approved your mockup and production has begun, we can't offer a change-of-mind refund.

Before that point, you can cancel freely. If you've paid a deposit and production hasn't started, tell us and we'll sort it out.

Any non-custom item — a standard replacement power adapter, for example — can be returned within 14 days in unused condition.

Etsy Purchase Protection

Because payment runs through our verified Etsy shop, your order is also covered by Etsy's Purchase Protection programme and its dispute process, in addition to everything above. That's deliberate — it means you're not relying solely on our word.

How to make a claim

Message us with your order number, a description of the problem, and a photo or short video. We aim to reply within one working day, and support is available 7 days a week. Contact details are here.