Refund policy

Return & Refund Policy

Effective Date: May 2025

We want you to love your purchase. If you’re not completely satisfied, we’re here to help.

⸻

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

• In the same condition that you received it

• Unworn or unused

• With tags

• In its original packaging

• Accompanied by a receipt or proof of purchase

To start a return, please email us at support@mycustomled.com. If your return is accepted, we’ll send you a prepaid return shipping label and instructions on how and where to send your package.

Items returned without prior authorization will not be accepted.

⸻

Refunds

Once we receive and inspect your return, we’ll notify you whether the refund has been approved. If approved, a refund will be issued to your original payment method.

Please note:

It may take additional time for your bank or credit card company to process and post the refund.

⸻

Exchanges

The fastest way to get the item you want is to return the original item and place a new order once your return is accepted.

Exchanges are not accepted for custom items.

⸻

Exceptions / Non-returnable / Non-refundable Items

The following items cannot be returned or refunded:

• Custom products (e.g. personalized LED signs or special orders)

  • Unless the item has been damaged during shipping, is defective or incorrect (see Damages and Issues)

• Sale items or gift cards

If you’re unsure whether your item is eligible, please reach out before requesting a return.

⸻

Damages and Issues

To be eligible for a refund or replacement for a damaged, defective or incorrect item, you must:

Inspect your item(s) within 5 days of delivery

  • For an item that has been damaged during the shipping process:
    • Email us clear photos showing the damaged item and the original packaging box, including any visible damage.
  • For an item that is defective or incorrect:
    • Email us a detailed description of the issue and include clear photos or videos of the issue.

Please send all photos/videos and your order number to support@mycustomled.com within the 5-day window.

Late Claims

Claims submitted after 5 days of delivery or without sufficient photo evidence will not be eligible for a refund or replacement.

Eligibility

We only offer refunds or replacements on custom items that have arrived defective, incorrect or with damage from shipping. 

All claims are subject to review. My Custom LED LLC reserves the right to accept or reject any refund or replacement request at its sole discretion.

⸻

Questions?

We’re happy to help. Contact us at support@mycustomled.com with any return-related questions.