Refund policy

RETURN AND REFUND POLICY

Last updated: September 4, 2026

CUSTOM AND PERSONALIZED PRODUCTS

All products sold on our website are made to order using the text, size, color, style, or design selected by the customer.

Because customized and personalized products cannot be resold, we do not accept returns, refunds, or exchanges for the following reasons:

• Change of mind
• Ordering the wrong size, color, or product
• Incorrect personalization submitted by the customer
• Failure to review the product description or measurements
• Other reasons unrelated to product quality or order accuracy

ORDER CANCELLATIONS

You may request cancellation before production begins.

Once the digital design proof has been approved, or production has started, the order can no longer be cancelled, changed, or refunded.

We normally send a digital design proof within 24 hours after purchase. If we do not receive a response within 3 days after sending the proof, we may proceed with production using the proof provided.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your item arrives damaged, defective, or different from the approved design, please contact us within 7 days of delivery at Grotrevleg@outlook.com.

Please provide:

• Your order number
• A description of the problem
• Clear photographs of the product, packaging, and shipping label
• A video if needed to demonstrate an electrical or lighting issue

After reviewing the claim, we may provide replacement parts, a replacement product, a full or partial refund, or another appropriate solution.

365-DAY WARRANTY

Eligible manufacturing defects and workmanship issues are covered for 365 days after delivery.

For illuminated signs, eligible LED components and power adapters are also covered during this period.

The warranty does not cover damage caused by incorrect installation, misuse, unauthorized modification, accidental damage, normal wear, or failure to follow the product instructions.

RETURNS AND EXCHANGES

We accept returns only when an item is damaged, defective, or different from the approved design and we determine that a physical return is required.

We do not accept product exchanges.

A replacement provided for a verified defect is a warranty remedy and is not considered a product exchange.

Do not return an item without contacting us and receiving authorization first.

The registered business address displayed on our website is not a return warehouse. If a return is required, we will provide the correct authorized return address and return instructions.

RETURN SHIPPING COSTS

If we require the return of an incorrect, damaged, or defective item, we will cover the authorized return shipping cost.

Unauthorized returns or products sent to the registered business address may not be accepted or refunded.

REFUNDS

Approved refunds will be issued to the original payment method within 5 business days after the claim is approved.

If a physical return is required, the refund will be issued within 5 business days after the returned product has been received and inspected.

Your bank, credit card provider, or payment provider may require additional time to display the refund.

CONTACT INFORMATION

Email: Grotrevleg@outlook.com
Phone: +86 186 4118 4033