Refund policy

🛒 14-Day Return Policy
At Lemon Custom Sign, we want you to feel confident when placing an order with us. We offer a 14-day return window for eligible non-custom items, starting from the date you receive your order.

As most of our products are custom-made or personalised, they cannot be returned or refunded unless they arrive damaged, defective, or incorrect due to our error.

📦 Return Eligibility
To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging. A receipt or proof of purchase is required.

Custom or personalised items are not eligible for return if they have been made according to your approved design, selected size, colour, text, or other order details.

📧 How to Request a Return
To start a return request, please contact us at contact@lemoncustomsign.com within 14 days of receiving your order.

Please include your order number, a brief explanation of the issue, and clear photos or videos if the item is damaged, defective, or incorrect.

Approved returns should be sent to:

Lemon Custom Sign
Unit 2, Horton Industrial Park, Horton Road, West Drayton, UB7 8JD, UK

🚚 Return Instructions
Please do not send any items back without contacting us first. Returns sent without prior approval may not be accepted.

Once your return request is approved, we will provide detailed return instructions. If the issue is caused by our error, such as a damaged, defective, or incorrect item, we will assist with a suitable solution, which may include a replacement, repair, or refund.

🛠️ Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives. If your item is damaged, defective, or different from your approved order details, please contact us immediately at contact@lemoncustomsign.com.

We will review the issue promptly and work with you to provide a fair solution.

⚠️ Non-Returnable Items
We cannot accept returns or refunds for:

  • Custom or personalised items made according to your approved design

  • Orders where the customer provided incorrect text, size, colour, address, or other order details

  • Items damaged due to improper installation, misuse, or accidental damage

  • Sale or discounted items, unless they are defective or incorrect

  • Items returned without prior approval

🔄 Exchanges
For custom-made products, exchanges are only available if the item is defective, damaged, or incorrect due to our error.

For eligible non-custom items, the quickest way to exchange an item is to contact us first, return the approved item, and place a new order once the return has been accepted.

💵 Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@lemoncustomsign.com.

💬 Questions About Returns or Refunds
If you have any questions about returns, refunds, or your order eligibility, please contact us at contact@lemoncustomsign.com.