Refund Policy
Version 1.0
Last Updated: July 2026
Refund Policy
At LumiSign, we believe exceptional craftsmanship deserves exceptional customer experience.
Every address sign we create is carefully handcrafted using premium materials and manufactured specifically for each customer. Because many of our products are personalised and made to order, our refund and return policy differs from that of standard retail products.
This policy explains your rights, our responsibilities, and how we handle cancellations, returns and refunds.
1. Before You Order
Please carefully review all order details before completing your purchase.
This includes:
- House number
- Street name
- Font selection
- Colour selection
- Mounting option
- Shipping address
- Contact information
By placing your order, you confirm that all information provided is complete and accurate.
2. Order Cancellation
Orders may be cancelled free of charge before production begins.
Production normally begins shortly after payment has been confirmed.
Once production has started, materials have been allocated and your sign is being manufactured specifically for you. At this point, the order can no longer be cancelled.
If you need to request a cancellation, please contact us immediately:
support@lumisign.net
3. Personalised Products
Most LumiSign products are manufactured specifically for each customer.
Under Article 16(c) of Directive 2011/83/EU (Consumer Rights Directive), the statutory 14-day right of withdrawal does not apply to products that are:
- custom-made,
- manufactured according to the customer's specifications,
- clearly personalised.
For this reason, personalised products cannot be returned because you changed your mind after production has started.
This limitation does not affect your legal rights where the product is defective, damaged or incorrectly manufactured.
4. Standard Products
If LumiSign offers products that are not personalised, they may be returned within 14 calendar days after delivery.
Returned products must:
- be unused;
- remain in original condition;
- include all original accessories;
- be returned in their original packaging.
Unless the return results from our error or a defective product, return shipping costs are the responsibility of the customer.
5. Damaged or Incorrect Orders
Please inspect your order immediately upon delivery.
If your order arrives:
- damaged during transport;
- defective;
- incomplete;
- or different from your confirmed order,
please notify us within 48 hours of receiving your shipment.
Please include:
- your order number;
- clear photographs of the product;
- photographs of the shipping packaging;
- a brief description of the issue.
Send your request to:
support@lumisign.net
6. Our Resolution Process
Once we receive your request, our team will review the information provided.
Depending on the circumstances, we may:
- repair the product;
- manufacture and ship a replacement;
- offer a partial refund;
- issue a full refund.
Whenever possible, our preferred solution is to replace or repair the product so that you receive the LumiSign experience you originally expected.
7. Warranty
Every LumiSign product is covered by our 2-Year Limited Warranty against manufacturing defects under normal residential use.
The warranty covers defects resulting from:
- manufacturing;
- workmanship;
- materials;
- factory-applied finish.
The warranty does not cover damage caused by:
- incorrect installation;
- accidents;
- misuse;
- vandalism;
- fire;
- flooding;
- chemical exposure;
- modifications after delivery;
- normal ageing or wear.
Please refer to our Warranty Policy for complete details.
8. Refund Processing
Approved refunds are always issued using the original payment method.
Once processed by LumiSign, refunds are typically received within 5–10 business days, depending on your bank or payment provider.
9. Customer Responsibility
Customers are responsible for ensuring that all submitted information is accurate before placing an order.
This includes:
- personalization details;
- delivery address;
- email address;
- telephone number.
LumiSign cannot provide complimentary replacements or refunds where errors result from incorrect information supplied by the customer.
10. Your Consumer Rights
Nothing in this Refund Policy limits or excludes any mandatory consumer rights provided under applicable law.
Customers residing within the European Union continue to benefit from all statutory rights that cannot legally be waived.
11. Contact Us
If you have any questions regarding cancellations, returns, refunds or warranty claims, our support team will be happy to assist you.
LumiSign
📧 support@lumisign.net
🌐 https://lumisign.net
We aim to respond to all enquiries within one business day.
© LumiSign — All rights reserved.
