Returns & refunds
What we replace, what we do not, and who pays the postage.
Last updated 13 August 2026
When we refund or replace
If your order does not arrive in the condition it should, that is ours to put right. It covers three things:
- The wrong item. Not what you ordered, or not what the proof showed.
- A faulty item. Something that left the workshop defective.
- Damage in transit. Whatever happened between us and your door.
In all three cases we cover the cost, including return postage, and either remake the item or refund it in full. Email hello@glownsign.com with your order number and a photograph within 48 hours of delivery.
When we do not refund
We do not offer change-of-mind returns. Everything we make is either built to your specification or held in small quantities, and a returned sign is rarely resaleable. Please read the dimensions and the proof carefully before ordering — we would much rather answer a question first than process a return afterwards.
Custom signs cannot be cancelled once production has started. You confirm you understand this with a checkbox before payment, and we record the time you did. This is exactly why the proof exists: after you pay we email the artwork we are about to build, nothing is cut or bent until you approve it, and changes before that point are free and unlimited.
Damage in transit
If it arrives broken, we replace it. You do not deal with the carrier, you do not file a claim, and you are not asked to prove whose fault it was — that is our argument to have, not yours. Send photographs of the item and the packaging within 48 hours of delivery and we will get a replacement moving.
Every order is packed with foam and corner protection and burn-in tested before it goes out, so this is rare. When it does happen, the packaging photographs are what let us recover the cost from the carrier — which is why we ask for them, and why they are the only thing we need from you.
Return shipping
Where something is our fault — wrong, faulty, or damaged on the way to you — we pay the postage in both directions. For anything else, return postage is at your cost. Please do not send anything back before emailing us; returns that arrive unannounced cannot be matched to an order.
Warranty
Electrical components carry a 12-month warranty. If a transformer or LED section fails in normal indoor use within that period, we replace it at our cost.
What isn't covered
- Damage from dropping, over-tightening the fixings, or using the wrong power supply
- Outdoor use of an indoor-rated sign
- Typos or wording you approved on the proof
- Colour differences caused by your screen — see the note on the configurator
How to start
Email hello@glownsign.com with your order number and, where relevant, photographs. You can find your order through order lookup.