Refund and Return Policy

This policy applies to purchases made from Exit Sign Shop through exitsignshop.com.

Return Eligibility

Unopened and unused products may be returned within 30 days of delivery, subject to the conditions and restocking fee described below.

To qualify for a return:

• The product must be unused, uninstalled, and in resalable condition.
• The product must be returned in its complete, undamaged original packaging.
• All accessories, manuals, mounting hardware, and other included components must be returned.
• The return must receive prior approval from Exit Sign Shop.
• A Return Merchandise Authorization (RMA) number must be issued before the product is shipped back.

Products returned without authorization may be refused. Products with opened, damaged, marked, incomplete, or missing packaging may not qualify for a refund.

Restocking Fee

Approved returns are subject to a 20% restocking fee. The fee is deducted from the purchase price of the returned merchandise.

Shipping charges, expedited delivery charges, handling charges, duties, brokerage fees, installation costs, and other service charges are non-refundable.

All returned products are inspected before a refund is approved. Exit Sign Shop reserves the right to reject a return or make additional deductions if the returned product or its packaging does not meet the eligibility requirements.

Return Shipping

Customers are responsible for return shipping costs unless Exit Sign Shop confirms that the wrong product was shipped or the product arrived damaged or defective.

Return shipments should be properly packaged, insured, and sent using a trackable shipping service. Exit Sign Shop is not responsible for returns that are lost or damaged during return transit.

Do not send a product back to the address shown on the original shipment without first receiving return instructions. Some products may need to be returned to a different warehouse or supplier location.

Damaged, Defective, or Incorrect Products

Please inspect your shipment immediately after delivery. Damage, defects, missing components, or incorrect products must be reported within 48 hours of delivery.

Your claim should include:

• Your order number;
• A description of the problem;
• Clear photographs of the product;
• Photographs of the interior and exterior packaging; and
• Photographs of the shipping label and any visible shipping damage.

Please retain the product and all packaging until the claim has been resolved. Discarding the packaging, installing or modifying the product, or failing to report the issue within the required period may affect our ability to approve the claim.

If a claim is approved, Exit Sign Shop may, as appropriate, provide replacement parts, replace the product, arrange a return, or issue a refund.

Custom, Made-to-Order, and Special-Order Products

Custom, configured, made-to-order, and special-order products are final sale and cannot be returned, exchanged, or cancelled once production or procurement has begun, unless the product is confirmed to be defective or materially different from the approved specifications.

This includes, without limitation:

• Custom-worded or custom-printed exit signs;
• Products manufactured or configured to customer specifications;
• Special voltage, color, lettering, mounting, battery, housing, or performance configurations;
• Made-to-order photoluminescent, hazardous-location, explosion-proof, or special-use products;
• Special-order inverters, battery packs, replacement components, and accessories; and
• Products identified as custom, made to order, special order, or final sale on the product page or quotation.

Customers are responsible for reviewing and approving product specifications before placing an order. A product cannot be returned solely because it is unsuitable for a particular installation, jurisdiction, application, inspection, or project requirement when it was supplied according to the ordered specifications.

Non-Returnable Products

We cannot accept returns for:

• Installed, wired, tested, modified, painted, marked, or used products;
• Products damaged through improper storage, handling, installation, wiring, or maintenance;
• Products returned with missing parts or damaged packaging;
• Clearance, discontinued, liquidation, or final-sale merchandise;
• Custom, made-to-order, or special-order products;
• Gift cards; or
• Products returned more than 30 days after delivery.

Order Cancellations

To request an order cancellation, contact Exit Sign Shop as soon as possible and include your order number.

An order can only be cancelled if it has not shipped and has not entered production, supplier processing, or special-order procurement. Once an order has shipped, it cannot be cancelled. Eligible products may instead be returned under this policy.

Custom, made-to-order, and special-order products cannot be cancelled after production or procurement has begun.

Refunds

We will notify you after the returned product has been received and inspected. If the return is approved, the applicable refund will be issued to the original payment method after deducting the 20% restocking fee and any other non-refundable charges.

Please allow up to four weeks from the date the return is shipped for transportation, inspection, approval, and refund processing. Your bank, credit-card issuer, or payment provider may require additional time to post the refund.

Who May Request a Return

A return or refund request must be submitted by the person or organization that placed the original order. We may request order details or other information to verify the purchaser’s identity and authority.

How to Request a Return

Contact Exit Sign Shop through our contact page and provide your order number, the product you wish to return, and the reason for the request.

If your return is approved, we will provide an RMA number and the correct return address. Returns sent without an RMA number or to an unauthorized address may be refused.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer-protection law.