Damaged, Incorrect or Defective Order Policy
The evidence and support process for damaged, incorrect or defective deliveries.
This process is designed to resolve arrival damage and manufacturing errors quickly without imposing an unlawful deadline on consumer rights.
7.1 Report the issue promptly
Please contact us as soon as reasonably possible, preferably within seven days of delivery for visible courier damage or an obviously incorrect item. A later report does not automatically remove any mandatory right, particularly for a latent defect that could not reasonably have been discovered earlier.
7.2 Evidence requested
- Order number and delivery date.
- Photographs of the full sign, close-ups of the issue and the power components where relevant.
- A short video showing a lighting or controller fault where safe to do so.
- Photographs of the outer box and internal packaging for transit damage.
- A copy of the approved proof if the issue concerns design accuracy.
7.3 Keep the packaging
Do not dispose of the packaging until we confirm that it is no longer required for the claim. A courier may request an inspection or additional photographs.
7.4 Resolution
We will acknowledge the claim, review the evidence and provide next steps. We may replace a component where that completely resolves the issue, or remake the sign where the defect affects the custom product itself. A refund or other remedy will be provided where required by law or where a replacement is not reasonable.