Refund and Returns Policy

Effective Date: May 5, 2026
Last Updated: May 5, 2026
Legal Entity: Lightcaster LLC
Registered Address: 9400 Corbin Ave, Northridge, CA 91324, USA
Website: www.lightcasterneon.com
Contact: info@lightcasterneon.com

At Light Caster (operated by Lightcaster LLC, a California limited liability company, registered at 9400 Corbin Ave, Northridge, CA 91324, USA), we are committed to delivering an LED neon sign you will love. Different return rules apply depending on whether you ordered a custom sign or a ready-made sign. Please read this policy carefully before placing your order.

1. Two Categories of Products — Different Rules

Our policy has two tracks based on what you ordered:

Custom-Made Signs — handcrafted to your specifications. No refund for change of mind after design proof approval (because production has begun).
Ready-Made Signs — pre-designed signs. Returnable within 14 days of delivery if unused and in original packaging.

Both categories are covered by our 2-year warranty for manufacturing defects and our transit damage replacement guarantee.

2. Custom Orders — Core Principles

Our custom-order policy is built around three principles:

If we made an error: we remake the sign at no cost to you.
If the sign was damaged in transit: we replace it at no cost to you.
If the sign has an electrical defect within the warranty period: we will repair, replace, or refund — determined case by case.

2.1 Free Design Service

Our design service is completely free. We provide unlimited free design revisions until you are 100% satisfied with the proof. There are no hidden design fees, mockup fees, or revision charges at any stage of the design process.

2.2 Cancelling a Custom Order

You may cancel your custom order at any time before approving your design proof and receive a full refund. Specifically:

Before a design proof is sent: full refund (including any shipping charges) within 5–7 business days.
After a design proof is sent, before you approve it: full refund. Because our design service is free, we do not deduct any cancellation or design fees at this stage.
After you approve the design proof: production begins immediately. No cancellation or refund is possible at this stage, as materials have been committed and handcrafting has begun.

To cancel, email info@lightcasterneon.com with your order number as soon as possible.

3. Ready-Made Signs — Standard Returns

Ready-made signs (non-custom, pre-designed signs from our catalog) may be returned within 14 days of delivery, subject to the following conditions:

The sign must be unused and in its original, unopened condition.
All original packaging (inner box, outer box, packing materials, accessories) must be included.
You must contact us at info@lightcasterneon.com before returning the sign to receive return authorization.
Customer is responsible for return shipping costs in cases of change-of-mind. We provide a prepaid return label only if the return is due to defect or our error.
No restocking fee applies to authorized returns received in unopened, original condition.

Once we receive and inspect the returned item, we will issue a refund to your original payment method within 7–10 business days.

Important: Ready-made signs that have been opened, plugged in, mounted, or removed from their original packaging are no longer eligible for change-of-mind returns. They remain covered by the 2-year warranty for defects.

4. Damaged Products in Transit

Despite our use of protective packaging specifically designed for LED neon signs, transit damage can occasionally occur. If your sign arrives damaged, we will produce a replacement at no cost to you, provided you report the damage within 14 days of delivery.

4.1 Steps to File a Transit Damage Claim

Step 1 — At delivery: If the outer packaging shows visible damage (crushing, punctures, tears), note the damage with the delivery carrier before signing. Photograph the outer packaging.
Step 2 — Upon opening: Inspect the sign before fully removing it from inner packaging.
Step 3 — Document: Take clear photographs of (a) the damaged sign, (b) the inner packaging, (c) the outer box on all sides, and (d) the shipping label.
Step 4 — For electrical damage: record a short video starting from the power plug-in, going to the controller, operating the remote, then filming the sign.
Step 5 — Report: Email info@lightcasterneon.com within 14 days of delivery with your order number, photos, video (if applicable), and a written description of the damage.

Important: Damage claims submitted more than 14 days after delivery may not be eligible for a free replacement.

4.2 Preserve the Product During Investigation

While we investigate your claim, please retain the sign and all components — including any working parts, packaging, accessories, and the power adapter — until your claim is fully resolved. Do not dispose of, discard, or modify any parts, even if they appear to be damaged or non-functional. We may request the return of specific components for diagnostic purposes, and disposing of any items before your claim is resolved may limit our ability to provide a replacement or refund.

4.3 How Claims Are Handled

Once we have received all required documentation, we will assess your claim within 5 business days and contact you with a resolution. We will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution is decided on a case-by-case basis depending on the source of the fault, and is at the sole discretion of Light Caster.

5. Manufacturing Defects

A manufacturing defect is a fault present at the time of production and not caused by transit damage, misuse, or environmental factors. Examples include LED sections that do not illuminate on first use, wiring faults, or power supply failures.

Manufacturing defects must be reported within 14 days of delivery with supporting photos and video. We will repair or replace defective products at no cost to you.

6. Production Errors (Our Mistake)

If the custom sign we produced does not match the specifications confirmed in your approved design proof — including incorrect text, font, color, size, or missing accessories — this is a production error on our part. We will produce and ship a corrected sign at no cost to you.

To report a production error, contact us at info@lightcasterneon.com within 14 days of delivery. Please provide your order number, your approved design proof, and clear photos showing the discrepancy.

7. What Is NOT Eligible for Refund or Replacement

7.1 Customer-Approved Design Errors (Custom Orders)

Spelling mistakes, incorrect text, or layout errors that were present and visible in the design proof you approved.
Incorrect font, color, or size selections that were accurately reflected in the approved proof.

Important: This is the most frequent cause of disputes. Please review every element of your design proof — spelling, punctuation, capitalization, color, and size — before approving.

7.2 Customer Input Errors

Incorrect dimensions or accessories chosen by you at checkout.
Orders placed under the wrong account or duplicate orders.

7.3 Change of Mind

For custom orders: change of mind after production has started is not eligible for a refund.
For ready-made signs: change of mind is eligible for return only within 14 days, and only if the product is unopened and in its original packaging.

7.4 Normal Variations of Handmade Production

Minor color variations between your screen display and the physical sign, due to monitor calibration. These are not defects.
Slight variations in brightness depending on ambient room lighting.
Minor differences between the digital design proof (computer-generated mockup) and the finished hand-crafted sign — including slight variations in font shape, letter spacing, or curvature. These are inherent to artisan production and are not considered defects.

7.5 Damage After Delivery

Physical damage from dropping, impact, or rough handling after delivery.
Use of indoor signs outdoors, in damp areas, or near water.
For outdoor-rated signs: damage from full submersion, sustained heavy rainfall without shelter, salt-water exposure, or extreme weather events.
Damage from water, moisture, or liquid contact beyond the sign’s rated specification.
Damage caused by power surges, use with non-supplied or incorrect-voltage power adapters, or improper electrical connection.
Damage reported more than 14 days after delivery.

7.6 Hardwiring

Any sign hardwired by an electrician or third party automatically and entirely voids the warranty. Light Caster accepts no responsibility for hardwired signs.

7.7 Unauthorized Modifications

Signs that have been modified, disassembled, or repaired by the customer or any third party after delivery.

8. Warranty Claims (After Initial Reporting Window)

All Light Caster signs are covered by a 2-year limited warranty on electrical components and workmanship under normal use. To make a warranty claim after the initial 14-day fault-reporting window:

Email info@lightcasterneon.com with subject: “Warranty Claim — Order #[your order number]”.
Describe the fault in detail and state the date the issue first appeared.
Attach clear photographs of the sign.
Attach a video following this process: start filming from the power plug-in, go to the controller, align the remote control with the controller, then film the sign.

We will review your claim within 5 business days. Resolution — repair, replacement, or refund — will be determined based on the source of the fault. Nothing in this policy limits any non-waivable rights you may have under the California Song-Beverly Consumer Warranty Act.

9. Return Shipping

In most cases for damaged or defective signs, we do not require you to return the sign to receive a replacement. If we determine physical inspection is necessary:

We will contact you with return instructions before any return is arranged.
Unauthorized returns will not be accepted and will be returned to the sender at their expense.
Agreed returns must be made within 14 days of our return authorization, with the sign in its original condition and original packaging.
We will provide a prepaid return shipping label for any defective or damaged-in-transit return.
For ready-made sign change-of-mind returns, the customer is responsible for return shipping.
Please write your order number on or near the shipping label to ensure smooth processing.

Important: We recommend keeping all original packaging for the duration of the warranty period.

10. Refund Processing

Where a refund is approved, it will be processed to your original payment method within 7–10 business days. We will not charge any fees for authorized refunds. We use the same payment method as the original transaction unless otherwise agreed.

For purchases made via a buy-now-pay-later provider (Klarna, Afterpay, Affirm, Shop Pay), refunds are processed back to the BNPL provider, who will then update your installment plan according to their terms. Outstanding installments may be cancelled or adjusted by the provider.

10.1 Replacement vs. Refund

Our first course of action for eligible claims is to produce and ship a replacement sign at no cost, rather than issue a monetary refund. We believe this provides the fastest and most satisfactory resolution. If a replacement is not feasible or acceptable, we will discuss refund options with you.

10.2 Store Credit

At our discretion, we may offer store credit as an alternative to a monetary refund. Store credit does not expire and can be applied to any future order on www.lightcasterneon.com.

11. Discounted Reorders for Customer Errors

We understand that mistakes happen. While we cannot offer a free replacement for customer-approved design errors, we offer a discounted reorder program. Contact us at info@lightcasterneon.com to inquire about available discounts.

12. Corporate, Wholesale and Bulk Orders

Orders of 5 or more signs are subject to a separate agreement, which may include modified cancellation, refund, and warranty terms. Please contact us at info@lightcasterneon.com before placing a bulk order.

13. Gift Orders

If you received a Light Caster sign as a gift and it is defective or damaged, the original purchaser must initiate the claim, as refunds can only be issued to the original payment method. We are happy to arrange a replacement or store credit for the gift recipient. Contact us at info@lightcasterneon.com to discuss the options.

14. Gift Cards

The following terms apply to Light Caster gift cards (if offered):

Products purchased with a gift card may only be returned in line with this Refund & Return Policy.
Products purchased with a gift card may not be exchanged for cash.
Gift cards do not expire and any remaining balance of less than $10 may be redeemed for cash, in accordance with California Civil Code §1749.45 and §1749.5.
You are responsible for the safekeeping of your gift card. You are liable for all transactions made with it, except where fraud or negligence by us or our employees is involved.

Important: This section applies only if Light Caster offers gift cards. If gift cards are not yet offered on our website, this section is provided for reference and will become effective upon launch of the gift card program.

15. Dispute Resolution

If you are not satisfied with our resolution, please escalate by emailing info@lightcasterneon.com with the subject line “Escalation — Order #[your order number].” We are committed to a fair resolution and will respond within 3 business days. We encourage you to contact us first before initiating any chargeback with your card issuer or BNPL provider.

16. How to Contact Us

For all refund, return, cancellation, or warranty inquiries:

Lightcaster LLC
9400 Corbin Ave, Northridge, CA 91324, USA
Email: info@lightcasterneon.com
Website: www.lightcasterneon.com

Required Information for Claims

Your order number (from your confirmation email).
Date of delivery (per carrier tracking).
Clear description of the issue.
Photographs of the sign (and packaging, if damaged in transit).
Video of the issue (for electrical defects: film plug-in → controller → remote → sign).
Copy of your approved design proof (if claiming a custom production error).

We aim to respond to all inquiries within 1 business day (Monday–Friday, 9:00 AM–6:00 PM PT).