You may cancel your order for any reason within 5 calendar days of purchase to receive a full refund. After 5 calendar days, cancellation terms depend on what you have committed to: a 5% reservation remains refundable in full until production begins, while a production-committed order (50% deposit paid) canceled before production is complete carries a 10% penalty to cover material allocation and preparation costs. If production is complete but the order has not yet shipped, a 15% restocking fee will apply. In every case, money already paid out to third parties on your behalf is deducted as described under Permit Denials.
Which deposit applies to you depends on which path you ordered through.
| Your order | To reserve | To begin production | Credited to your order |
|---|---|---|---|
| Outdoor signs — all published sizes, DIY, Retrofit or Turnkey | $500 flat | Balance invoiced before shipping | Yes, in full |
| Nonprofit orders placed through the nonprofit builder | 5% of the order | 50% of the order | Yes, in full |
Refundability. Your reservation deposit is refundable until production begins whenever a live promotion says so. With no such promotion in effect, the cancellation terms in this policy govern. Once production begins, deposits are not refundable, and we tell you before any cost is incurred on your behalf.
Configuring a sign and receiving a quote never requires a deposit.
Note on deposits — these terms govern. Where anything in this policy appears to conflict with the deposit terms below, or with the refund terms shown to you at checkout, the deposit terms in this paragraph control and the general cancellation schedule above does not apply to the deposit itself. On any question these deposit terms do not address, we apply whichever reading is more favorable to you — but that principle fills gaps only and does not reopen the schedule above. Three payments can be made at checkout. The first two are credited in full toward your order total; the third is not a deposit at all. A 5% reservation holds your build slot and is refundable any time before production begins — in full if you paid by bank transfer or check, less the 3% card-processing fee if you paid by card. A 50% production deposit releases your sign into production; once production has begun it is non-refundable, as stated at checkout. The 3% card-processing fee is never refundable — the processor keeps it either way — so pay by bank transfer or check if you want a fully recoverable deposit. A 5% reservation canceled at any point before production begins is returned in full — no 10% penalty, no restocking fee, no proration by calendar day — less only the 3% card-processing fee if you paid by card and any third-party costs already expensed on your behalf. We do not offer in-house financing; financing is a separate application through Navitas Credit, on their own terms. Price-lock deposits taken on other product lines follow the terms shown at that checkout.
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 refunded minus only the money we have already paid out to third parties on your behalf. The rule is simple: if we expensed it, it cannot be refunded; if we did it in-house and paid no one, you are not charged for it.
Not refundable — money already paid out
- Stamped and sealed engineered drawings — $350. Charged only when your jurisdiction requires a licensed engineer's seal, and only if you authorized it beforehand. This is the sole drawing charge that exists.
- Permit application and processing fees — at cost. Paid to your municipality, shown on your invoice at the exact amount they charged. We add no markup.
- Site survey — at cost, when a third-party surveyor was engaged at your request.
- Card processing — 3% of the amount paid. The processor keeps this fee whether or not the order proceeds, so it cannot be returned. Pay by bank transfer or check and there is no fee to lose.
Always refundable — our own work
- Standard engineered permit drawings — $0. These are included with every sign and produced in-house. They are never invoiced, and never deducted from a refund, permit denied or not.
- Design, configuration, quoting, phone and video consultations, and any meetings we attend — no hourly charges apply to nonprofit ship-direct orders.
- Your full deposit balance after the items above are deducted.
You will receive an itemized statement showing each deduction and what it was paid to before any refund is issued. If nothing was expensed, your refund is 100% of what you paid, less the 3% card processing fee if you paid by card.
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.