This policy explains deposits, cancellations and returns. Your written offer, quote, checkout and order confirmation identify the deposit and any offer-specific refund terms that apply to your order. Configuring a sign and receiving a quote never requires a deposit.
Deposits and written refund offers
A deposit starts the order process, holds your place in our review queue and is credited in full toward your order total. The amount is shown at checkout and on your order confirmation. It does not authorize production. Our team reviews your project with you by phone, and production begins only after the required payment is received and you approve the final build and pricing.
Within the initial 5 calendar days of purchase, you may cancel an unshipped order for a full refund under the cancellation schedule below. After that period, a deposit is non-refundable unless your written offer, quote, checkout or order confirmation describes it as refundable.
When a deposit is expressly described as refundable, the written offer determines the refund period. If no endpoint is stated, it remains refundable until production begins, including after final approval but before production starts. A later change to a promotion does not change the written refund terms you received for your order.
A written promise of a full deposit refund is honored without cancellation charges, third-party deductions or processing-fee deductions from that deposit during its refund period, unless the written offer expressly discloses a particular deduction. Separately authorized services or other payments follow their applicable terms. The written offer controls for the deposit it covers; the rules below apply where that offer does not address an issue.
Cancellation schedule
For this schedule, the order subtotal before tax includes the products, freight and selected services in your accepted order, but excludes taxes and separately charged payment-processing fees. Deposits are payments toward that subtotal, not additional charges.
| When you cancel | Cancellation treatment |
|---|---|
| Within 5 calendar days of purchase, before shipment | Full refund of amounts paid, including processing fees, with no cancellation or restocking charge and no third-party-cost deduction. This initial period also applies if production has started. |
| After 5 calendar days, before production begins | We retain any non-refundable deposit. An expressly refundable deposit follows its written refund terms. |
| After 5 calendar days, while production is underway but incomplete | The cancellation charge is 10% of the order subtotal before tax. We retain the non-refundable deposit or this charge, whichever is greater, not both. |
| After 5 calendar days, after production is complete but before shipment | The cancellation charge is 15% of the order subtotal before tax. We retain the non-refundable deposit or this charge, whichever is greater, not both. |
| After shipment | The returns and defective-or-damaged-items provisions below apply. |
Payments already made are credited against amounts retained or charged. After the initial five-day period, authorized, nonrecoverable third-party costs may also be deducted, but only to the extent they are not already covered by the deposit retained or the cancellation charge. No cost is deducted twice. A written refundable-deposit offer remains controlling for the deposit it protects.
These cancellation rules apply to custom and personalized products before shipment. There is no separate blanket prohibition on canceling a custom order during production.
Card processing fees
For a deposit expressly described as refundable, no processing fee is deducted from its refund unless the written offer specifically discloses that deduction. The initial five-calendar-day full-refund period also includes processing fees. Outside those protections, a separately disclosed 3% card-processing fee is non-refundable. It is deducted only if it was actually charged, and only once. Bank transfer or check avoids the card-processing fee.
Permit denials and authorized outside costs
If a permit is denied, provide the city's denial letter. We will cancel the order and refund the amounts paid, less only authorized, nonrecoverable third-party expenses and any processing fee allowed under the rules above. No cancellation or restocking percentage is added for a permit-denial cancellation. The initial five-day full-refund period and any written full-refund protection for a deposit remain in effect.
We obtain your authorization before incurring costs on your behalf. Eligible outside expenses are:
- Stamped and sealed drawings: actual outside engineering cost, quoted and approved in advance when your jurisdiction requires a licensed engineer's seal.
- Municipal permit fees: the amount actually paid to the municipality, without markup.
- Third-party site surveys: the actual cost of a survey you authorized.
Standard permit drawings produced in-house are included with the sign and are not separately invoiced or deducted from a refund. We do not deduct in-house work as an outside expense. There are no hourly charges for design, configuration, quoting, consultations or meetings on nonprofit ship-direct orders.
Before issuing a refund, we provide an itemized calculation identifying amounts paid, amounts retained, outside expenses and the resulting refund. An expense already included in an amount retained is not deducted again.
Returns after shipment
Shipped signs, including custom or personalized signs, are not returnable for a change of mind. This does not limit remedies for defective, damaged or incorrectly described products or rights provided by applicable law.
If we agree in writing to accept an exceptional change-of-mind return, the customer pays return freight. A 25% restocking charge applies to the returned merchandise price before tax; original freight and return freight are not refunded. This is a return charge, not an additional pre-shipment cancellation charge. We will explain the applicable charges before you return the product.
Gift cards and sale items are non-returnable for a change of mind after delivery, subject to applicable law. Their status does not override an applicable pre-shipment cancellation or written deposit-refund promise.
Defective, damaged or incorrectly described items
Contact us within 5 days of receipt to report visible shipping damage or an incorrect item, preferably with photographs and your order number. We will review the issue and arrange the applicable repair, replacement or refund. This reporting request does not shorten the written warranty or rights provided by applicable law, including rights relating to defects discovered later.
Covered product defects are handled under our Parts Warranty & Lifetime Support Policy. Change-of-mind restocking charges do not automatically apply to a defect or damage claim.
Requesting a cancellation or refund
Email info@ledsigncity.com or call (866) 343-4011 with your order number and request. We use the date we receive your cancellation request to determine the applicable cancellation period and confirm the order's production or shipping status.
Approved refunds are issued to the original payment method within 14 business days after approval. For a straightforward refundable-deposit request that meets its written conditions, we process the refund within 14 business days of receiving the request. Your bank or payment provider may take additional time to post it.
Applicable rights and other services
Applicable law controls where it limits or prohibits a charge, exclusion or restriction in this policy. Nothing here limits rights that cannot lawfully be excluded. Any special refund agreement must be documented in writing.
We do not offer in-house financing. Financing through Navitas Credit is a separate application governed by that provider's terms.