Returns and warranty

Returns and warranty, in plain English

What you can send back, what’s covered, and how to tell us when something isn’t right. Your statutory rights are not affected by anything on this page.

What did you buy?

Ready-made designs

14-day returns, no reason needed

If you bought one of our designs exactly as it is in the shop, you can change your mind. Tell us within 14 days of it arriving, then send it back within 14 days of telling us, unused and in its original packaging with all its parts.

We refund the price you paid, including standard delivery, within 14 days of getting the sign back. Get in touch and we’ll arrange the return with you.

If you changed the words, the lettering or anything else in the designer, it becomes a custom sign, and the custom rules below apply instead.

Custom signs

Made to your words, so cancel before you approve

A custom sign is made to your specification, so under the Consumer Contracts Regulations 2013 it can’t be returned just because you’ve changed your mind once we’ve started making it.

  • Before you approve your proof drawing you can cancel free of charge, for any reason, and we refund you in full.
  • After you approve, we start making exactly what’s on the drawing. Changes from then on mean a new drawing, and may mean a new sign.
  • If it arrives faulty, damaged or different from the drawing you approved, we repair or remake it under the Consumer Rights Act 2015. That never depends on whether it was custom.

That’s why we send the drawing first: you see exactly what you’re getting before anything is made.

The warranty

3-year warranty on every sign

On top of your statutory rights, every sign, custom or ready-made, is covered from the day it arrives.

What’s covered

  • The LEDs and the tube going dark, dim or patchy
  • The power supply
  • The dimmer and remote, if you added them

Under normal indoor use, as described in our care guide.

What isn’t

  • Accidental damage, like a sign knocked off a wall
  • A standard indoor sign used outdoors or somewhere wet
  • Cutting, opening or rewiring the sign or its cable
  • Normal wear to the acrylic, such as light scratches from cleaning

Your statutory rights are not affected. The warranty adds to them; it never replaces them.

How to claim

Something’s not right? Here’s what to do

  1. 1

    Unplug it

    If anything is damaged, hot or flickering, unplug it at the socket first.

  2. 2

    Take two photos

    One of the sign plugged in and switched on, one of the box or the damage.

  3. 3

    Send them with your order reference

    It starts LN- and it’s in your confirmation email. A person reads every message.

  4. 4

    We put it right

    Repair, remake or refund, whichever fits, at no cost to you for a fault.

Telling us as soon as you can helps us sort it fastest; it doesn't affect your rights under the Consumer Rights Act 2015, including the 30-day right to reject a faulty item.

Sign not lighting? The troubleshooting checklist fixes most problems in a few minutes.

Returns questions

Asked often

Every answer in the help centre