At 1st Sign, customer satisfaction is one of our priorities. Because our products are often custom-made according to individual specifications, we carefully review any reported defect, damage, or product issue before determining the appropriate resolution.

This policy explains the circumstances under which a product may qualify for a repair, replacement, refund, or store credit.

1. Reporting a Damaged or Defective Product

If your order arrives damaged, defective, or incomplete, please contact 1st Sign within 7 days of delivery.

To help us investigate the issue, you may be required to provide:

Clear photographs of the product

Photographs of the packaging and shipping box

Videos showing the issue, where applicable

A description of the problem

Your order or invoice information

The information and visual evidence are required so that our team can properly assess the condition of the product and determine whether the issue occurred during manufacturing, handling, shipping, or installation.

After reviewing the information provided, 1st Sign will determine the appropriate resolution, which may include repair, replacement, refund, or store credit, depending on the nature and extent of the issue.

2. 1st Sign Limited Warranty

Unless otherwise stated in writing, 1st Sign provides a 12-month limited warranty covering eligible damaged or defective components of the signage.

The warranty applies to manufacturing-related defects or eligible component failures that occur under normal use.

Warranty claims will be reviewed individually. The appropriate solution may depend on:

The type of defect or damage

The component affected

The cause of the issue

Whether the product was properly handled and installed

Whether the product was modified or damaged after delivery

The final determination regarding warranty coverage will be made by 1st Sign after reviewing the reported issue and supporting evidence, subject to applicable law.

3. Installation and Hard-Wired Signage

Many of our signs may require installation, electrical connection, mounting, or hard-wiring.

1st Sign does not cover the cost of installation, removal, reinstallation, electrician services, contractor services, or other labor costs associated with installing or removing a sign, unless expressly agreed to in writing.

If your sign arrives damaged or if required installation hardware is missing from the package, please contact us immediately and provide photographs or video evidence.

We strongly recommend that installation be performed by a qualified professional where electrical or structural work is required.

If a sign is damaged as a result of improper installation, incorrect wiring, mishandling, modification, unauthorized repair, or failure to follow the provided installation instructions, such damage will generally not be covered under this warranty.

4. Returns for Custom Products

Because many products sold by 1st Sign are custom manufactured according to customer specifications, returns are not automatically accepted simply because a customer changes their mind or no longer requires the product.

Where a return is approved by 1st Sign, the customer must follow the return instructions provided by our customer service team.

Unless otherwise agreed, the returned product must include the original components, accessories, hardware, and other items supplied with the order.

Products approved for return must be returned within 14 days of delivery unless a different period is agreed to in writing.

5. Return Authorization Process

To request a return, please contact our customer service team and provide:

Your order or invoice details.

The reason for requesting the return.

Clear photographs of the product.

Videos showing the issue, where applicable.

Photographs of the original packaging if the product arrived damaged.

Our team will review the information and determine whether the product qualifies for a return, repair, replacement, refund, or other resolution.

Do not ship a product back to us before receiving return instructions or authorization from 1st Sign.

If a return is approved, we will provide the applicable return instructions.

6. Replacement Orders

If 1st Sign approves a replacement, we will arrange for the replacement product to be manufactured and shipped as soon as reasonably practicable.

Replacement timelines may vary depending on the product, customization requirements, manufacturing schedule, and availability of required components.

A replacement product may be subject to the same applicable specifications and approved artwork as the original order.

7. Approved Refunds

If a refund is approved following our review, 1st Sign will provide instructions regarding the refund process.

Refunds will generally be issued using the original payment method, where technically possible and subject to applicable payment-provider policies.

The timing for a refund to appear in your account may depend on your bank, card issuer, payment processor, or other financial institution.

8. Shipping and Delivery Information

Once your order has been completed and shipped, 1st Sign will provide a shipment confirmation containing the applicable tracking information.

Tracking information may take up to 24 hours after shipment to become active or display movement within the carrier’s system.

Estimated production and delivery times may vary depending on the product, customization requirements, shipping destination, carrier, customs procedures, and other circumstances.

Any production or delivery timeframe communicated by 1st Sign should be considered an estimate unless expressly guaranteed in writing.

9. Customer Responsibility After Delivery

Customers should inspect their shipment as soon as possible after delivery.

If the package or product appears damaged, please photograph the package and product before making any repairs, modifications, or installation attempts.

Failure to promptly report visible damage may affect our ability to investigate a shipping or manufacturing claim.

10. Exclusions

Our warranty and return policy generally does not cover damage resulting from:

Incorrect or improper installation

Incorrect electrical wiring or connection

Mishandling after delivery

Accidental damage

Unauthorized modification or alteration

Physical impact

Improper storage

Normal wear and tear

Use outside the intended purpose of the product

Repairs performed without our authorization

Failure to follow installation or care instructions

Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded or limited under applicable law.

11. Contact 1st Sign

For questions regarding returns, refunds, warranty claims, damaged shipments, or replacement requests, please contact us using the information below.

1st Sign

Phone: +1 (229) 702-1790
Email: info@1signage.com

Address:
5900 Balcones Dr, Ste 5354
Austin, TX 78731
United States