Effective Date: March 20, 2025

At Martin Sign Company, we are committed to providing quality signage and products that meet your order requirements and approved project specifications.

Because many of our products are custom-made or personalized, certain return, exchange, cancellation, replacement, and refund conditions apply.

This Return & Refund Policy explains when returns and refunds may be requested, the applicable timeframes, and the process for reporting damaged, defective, faulty, or incorrect products.

Please review this policy carefully before placing an order.

1. Return Eligibility

Eligible return requests must be submitted within 7 calendar days of receiving the product.

The 7-day return period begins on the date the product is delivered.

To be eligible for a return, the product must generally:

• Be unused and in its original condition.
• Be in the same condition in which it was received.
• Include its original packaging, when applicable.
• Correspond to the order for which the return request is submitted.
• Not be a custom or personalized product that has entered production.
• Meet all other requirements described in this policy.

Submitting a return request within the 7-day period does not automatically guarantee approval. Martin Sign Company will review the product, order information, and reason for the return before approving the request.

Return requests submitted more than 7 calendar days after delivery will not be approved, except where otherwise required by applicable law.

Please do not send any product back until you have contacted our support team and received return instructions.

2. Damaged, Defective, Faulty, or Incorrect Products

If you receive a product that is damaged, defective, faulty, or different from what you ordered, you must contact Martin Sign Company within 48 hours of delivery.

To report an issue, email:

sales@martinsignco.com

Please provide:

• Your full name
• Business name, if applicable
• Order or invoice number
• Description of the issue
• Clear photographs of the product
• Photographs of the packaging, when applicable
• Any additional information requested by our support team

Our team will review the information and determine the appropriate resolution.

Depending on the circumstances, an approved claim may result in:

• A repair
• A replacement
• An exchange
• A refund

For confirmed damaged, defective, faulty, or incorrect products, Martin Sign Company will provide return instructions and cover the reasonable return shipping costs.

Please do not return the product before receiving return instructions from our team.

3. Seven-Day Return Deadline

For eligible returns that are not related to a damaged, defective, faulty, or incorrect product, the return request must be submitted within 7 calendar days of delivery.

The customer must contact Martin Sign Company during this period to begin the return process.

Requests received after the 7-day period has expired will not be approved under this policy, except where required by applicable law.

The product must also satisfy all applicable return eligibility requirements.

4. Custom and Personalized Products

Martin Sign Company specializes in custom and personalized signage created according to individual customer and project specifications.

Custom products may include:

• Business signs
• Storefront signs
• Illuminated signs
• LED signage
• Channel letters
• Dimensional letters
• Blade signs
• Interior signs
• Exterior signs
• ADA signage
• Wayfinding signage
• Window graphics
• Privacy film
• Banners
• Custom logos
• Other personalized signage products

Custom products may be produced according to customer-specific:

• Artwork
• Logos
• Dimensions
• Materials
• Colors
• Finishes
• Illumination
• Mounting requirements
• Layouts
• Installation requirements
• Other project specifications

Because these products are created specifically for individual orders, custom and personalized products are not eligible for return or refund due to a change of mind, customer preference, or incorrect customer-provided specifications once production has begun.

This restriction does not apply when a custom product is confirmed to be damaged, defective, faulty, incorrectly supplied, or materially different from the approved order specifications.

5. Customer-Approved Artwork and Specifications

Customers are responsible for carefully reviewing and approving artwork, measurements, colors, logos, layouts, materials, finishes, illumination, mounting details, and other project specifications before production begins.

If you identify an error or need to make a change, please contact Martin Sign Company before approving the project for production.

Once production has started, changes may not be possible.

If a customer-approved specification is later changed at the customer's request, additional production or modification costs may apply.

If you believe that a completed product does not match the approved specifications, please contact our support team within 48 hours of delivery.

Our team will review the original order, approved specifications, and delivered product to determine the appropriate resolution.

6. Standard Product Returns

For eligible standard, non-custom products, customers may request a return within 7 calendar days of delivery.

The product must:

• Be unused.
• Be in its original condition.
• Include original packaging, when applicable.
• Correspond to the original order.
• Meet the other requirements in this policy.

Eligible standard products may be returned due to a change of mind, provided they meet all return requirements and the request is submitted within the 7-day return period.

The customer is responsible for the cost of returning a product due to a change of mind or customer preference.

Once the returned product is received and inspected, Martin Sign Company will determine whether the return qualifies for a refund.

7. Sale Products

Sale products are final sale and are not eligible for return or exchange due to a change of mind or customer preference.

If a sale product is damaged, defective, faulty, or different from what was ordered, please contact Martin Sign Company within 48 hours of delivery.

The product will be reviewed under our damaged, defective, faulty, or incorrect-product process.

If the issue is confirmed, Martin Sign Company may provide a repair, replacement, exchange, or refund, depending on the circumstances.

8. Exchanges

Exchanges are available for eligible products only after approval by Martin Sign Company.

To request an exchange, contact our support team before sending the product back.

For an approved exchange:

1. Our team will provide return instructions.
2. The customer must return the product according to those instructions.
3. The returned product will be inspected after receipt.
4. Once the exchange is approved, the replacement product will be processed.

For a customer-requested exchange that is not related to a damaged, defective, faulty, or incorrect product, the customer is responsible for applicable return shipping costs.

Custom or personalized products are generally not eligible for exchange due to a change of mind or customer preference after production has begun.

9. Repairs and Replacement Orders

For an approved damaged, defective, faulty, or incorrect product claim, Martin Sign Company may provide a repair or replacement depending on the circumstances.

Approved replacement orders will normally be processed within 1–2 business days after the replacement has been approved.

The actual manufacturing and delivery time for a replacement may vary depending on:

• Product type
• Customization
• Materials
• Production requirements
• Shipping method
• Delivery destination

Our support team will provide additional information regarding the replacement process after approval.

10. Refunds

When a return or product issue is approved for a refund, Martin Sign Company will process the refund to the original payment method used for the order, unless another refund method is required or agreed upon.

Approved refunds will normally be processed within 7 business days after the refund has been approved and any required returned product has been received and inspected.

After Martin Sign Company processes the refund, the time required for the funds to appear in the customer's account may vary depending on the customer's bank, credit-card provider, payment processor, or financial institution.

Martin Sign Company is not responsible for delays caused by a bank, card issuer, payment provider, or financial institution.

Any fees charged by a customer's bank or financial institution are outside Martin Sign Company's control.

11. Refund Amount

For an approved eligible return, the applicable refund will generally cover the purchase price of the returned product.

Original shipping charges are generally non-refundable for customer-requested returns or changes of mind.

For confirmed damaged, defective, faulty, or incorrectly supplied products, Martin Sign Company will review the applicable shipping charges and provide the appropriate resolution.

If only part of an order is eligible for a refund, only the approved affected portion of the order will be refunded.

12. Return Shipping Costs

For confirmed products that are damaged, defective, faulty, or incorrectly supplied, Martin Sign Company will provide return instructions and cover reasonable return shipping costs.

For eligible customer-requested returns, exchanges, or changes of mind, the customer is responsible for return shipping costs.

Customers should not return a product without receiving return instructions from Martin Sign Company.

This helps ensure that the product is returned to the correct location and can be properly associated with the original order.

13. Credit Notes or Store Credit

In certain circumstances, Martin Sign Company may offer a credit note or store credit as an alternative resolution.

If approved, the credit will be issued to the email address associated with the order.

Credit notes or store credits are not transferable for cash unless otherwise required by applicable law.

Customers are responsible for ensuring that the email address associated with their order is accurate and accessible.

Any applicable terms or expiration dates will be communicated when the credit is issued.

14. Order Cancellations

If you need to cancel an order, please contact Martin Sign Company as soon as possible at:

sales@martinsignco.com

Because many Martin Sign products are custom-made, orders may enter design, artwork preparation, material preparation, fabrication, printing, or production shortly after being placed.

Before Production Begins

Orders may generally be cancelled before production begins.

If an order is cancelled before production begins, Martin Sign Company will review the order status and process any eligible refund.

After Production Begins

Once design, material preparation, fabrication, printing, or other production work has begun, cancellation of a custom or personalized order may no longer be available.

Costs already incurred for design, materials, fabrication, printing, customization, or other production work may be deducted from any eligible refund.

Once a custom product has been completed, cancellation is generally not available.

15. Products Damaged During Delivery

If your product arrives visibly damaged, please take photographs of the product and packaging as soon as possible.

Contact Martin Sign Company within 48 hours of delivery at:

sales@martinsignco.com

Please provide:

• Order or invoice number
• Description of the damage
• Photographs of the product
• Photographs of the packaging, when applicable

Where reasonably possible, please retain the original packaging until our team has completed its review.

Our team will review the claim and provide instructions regarding return, replacement, repair, or refund.

16. How to Submit a Return or Refund Request

To request a return, refund, replacement, exchange, repair, or cancellation review, email:

sales@martinsignco.com

Please include:

1. Full name
2. Business name, if applicable
3. Order or invoice number
4. Email address
5. Phone number
6. Description of the issue or request
7. Clear photographs of the product, when applicable
8. Photographs of the packaging, when applicable
9. Any additional information requested by our support team

Once your request is received, our team will review the information and communicate the applicable next steps.

Please do not ship any product back to Martin Sign Company until you have received return instructions from our team.

17. Return Address

Customers should not send returns to a Martin Sign Company address unless our support team has specifically instructed them to do so.

After a return has been approved, Martin Sign Company will provide the applicable return address and shipping instructions.

18. Return Inspection and Approval

Submitting a return request within the applicable timeframe does not automatically guarantee approval.

Martin Sign Company may inspect the returned product and review:

• Product condition
• Order details
• Date of delivery
• Date of return request
• Reason for return
• Product type
• Customization
• Approved artwork and specifications
• Photographs and supporting information
• Applicable shipping circumstances

If the product does not meet the applicable return requirements, the return request may be declined.

Return requests submitted more than 7 calendar days after delivery will not be approved, except where otherwise required by applicable law.

19. Refused or Ineligible Returns

A return may be refused if:

• The return request was submitted more than 7 calendar days after delivery.
• The product is used or damaged due to customer misuse.
• The product has been modified or altered by the customer.
• The product is a custom or personalized product that is being returned due to a change of mind.
• The product does not correspond to the original order.
• The customer did not follow the return instructions provided by Martin Sign Company.
• The product does not meet the applicable eligibility requirements.

If a return is declined, Martin Sign Company will communicate the reason for the decision when applicable.

20. Customer Responsibility

Customers are responsible for providing accurate information when placing an order, including applicable:

• Names
• Business information
• Shipping information
• Artwork
• Logos
• Measurements
• Colors
• Materials
• Product specifications
• Installation requirements

Customers are also responsible for reviewing and approving project specifications before production begins.

Martin Sign Company will use reasonable care to produce products according to the approved order and project specifications.

21. Policy Exceptions

Certain signage projects may require individual review because of their customization, size, materials, production status, installation requirements, shipping circumstances, or other project-specific factors.

Martin Sign Company may approve an exception to this policy at its discretion where appropriate.

Any approved exception does not automatically apply to future orders.

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

22. Our Commitment to Customers

At Martin Sign Company, we understand that every signage project is different.

Our goal is to make the return, replacement, exchange, cancellation, and refund process as clear and straightforward as possible.

If you experience a problem with your order, please contact our support team promptly and provide your order information and any requested photographs.

We will review the circumstances of your order and communicate the appropriate next steps based on this policy.

23. Contact Our Support Team

Martin Sign Company

Email: sales@martinsignco.com

Phone: (415) 525-3632

Hours: Monday–Friday, 8:00 AM–5:00 PM

For faster assistance, please include your order or invoice number and a clear description of your concern.

Martin Sign Company
Quality Signage & Custom Sign Solutions