Returns & Exchanges Policy

At Halo Signage, all of our signs are bespoke and custom-made to order. Every sign is manufactured specifically for the customer based on their approved design, logo, measurements, colour choices, materials, lighting style and selected specifications.

Because our products are personalised and made exclusively for each customer, orders are non-refundable and non-exchangeable once production has started.

Custom-made signage cannot be returned or resold, so we are unable to accept returns or offer refunds for:

Change of mind
Incorrect measurements supplied by the customer
Incorrect colours, sizes or specifications approved by the customer
Design, spelling, logo, layout or branding errors approved before production
Changes to branding, business name or requirements after order confirmation
Installation issues where installation was not purchased from Halo Signage
Wire length, cable positioning or electrical preferences where standard wiring has been supplied
Failure to use a qualified electrician or suitable installer
Delays caused by the customer, third-party installers or access issues

Design Approval Responsibility

Before production begins, customers are provided with a visual proof, mock-up or specification for approval.

It is the customer’s responsibility to carefully check all details before approving production, including:

Spelling
Logo design
Layout
Dimensions
Colours
Materials and finish
Lighting style
Mounting positions
Cable exit points, where applicable

Once written approval has been given, production will begin. After this point, amendments, cancellations, refunds or exchanges cannot be accepted unless agreed by us in writing.

Installation & Electrical Requirements

Unless clearly stated on the invoice or order confirmation, installation is not included in the purchase price.

Our signs may require installation by a qualified sign fitter, electrician or competent professional. Wiring, cable length, transformer placement and final electrical connection may need to be adjusted on site depending on the customer’s wall, power source, access and installation requirements.

Standard wiring is supplied with the sign. Any extensions, alterations, cable concealment, trunking, chasing into walls, additional transformers or electrical works are the responsibility of the customer unless specifically quoted and paid for separately.

Halo Signage is not responsible for installation issues where installation has not been purchased from us.

Damaged or Faulty Items

We take great care when manufacturing, checking and packaging every sign. However, if your sign arrives damaged or is not functioning correctly, you must notify us within 24 hours of delivery.

To make a claim, the customer must provide:

Clear photographs of the packaging
Clear photographs and/or video of the damaged or faulty part
A video showing any electrical or lighting issue, where applicable
Confirmation that the original packaging has been retained

Once the issue has been assessed, we will arrange a replacement, repair or replacement component for any confirmed damaged or faulty part at no additional cost.

Where only one part or component is damaged or faulty, we reserve the right to replace that part or component rather than refund the full order.

We are unable to process damage or fault claims reported more than 24 hours after delivery.

Replacement Parts

If a replacement part is supplied, this does not entitle the customer to cancel the full order or request a full refund. Supplying a replacement part is considered a reasonable remedy where the original sign can be repaired, completed or used as intended.

Non-Faulty Custom Signs

A sign will not be considered faulty simply because:

The customer has changed their mind
The customer expected a different size, colour or finish after approving the design
The customer requires different wire lengths after delivery
The customer did not arrange a suitable electrician or installer
The sign requires normal installation adjustments
The customer’s wall, power source or installation location requires additional work

If the sign has been manufactured to the approved design and is functioning correctly, the order is considered fulfilled.

Refunds

Refunds are only considered where we are unable to repair, replace or resolve a confirmed manufacturing fault.

Full refunds are not offered for custom-made signs that have been delivered, are functional, and have been manufactured according to the approved design and specifications.