REFUND, RETURN & WARRANTY POLICY

Last updated: 6 October 2026

Every Light By Larry sign is made to order. Because your sign is manufactured specifically for your order, our refund and return policy works differently from that of a store selling standard off-the-shelf products.

To give you confidence before your sign ever leaves us, eligible orders are protected by The Larry Pre-Ship Guarantee. After dispatch, your sign is backed by our 2-Year Replacement Warranty, in addition to any rights you may have under applicable consumer law.

THE LARRY PRE-SHIP GUARANTEE

See your sign before we ship it.

Once your sign has been manufactured and completed, we’ll send you a real photo of your finished sign for approval before dispatch.

This gives you the opportunity to see the actual sign you’ve purchased before it begins its journey to you.

If you identify a valid issue with your completed sign, let us know before approving it for shipment. We’ll work with you to correct or resolve the issue wherever reasonably possible.

A valid issue may include:

• a manufacturing fault;
• incorrect colour or specifications;
• incorrect wording or design where the error was made by us;
• a workmanship or quality issue;
• visible damage; or
• a material difference between the completed sign and the design, product or specifications you ordered or approved.

If there’s a valid issue with your completed sign, we’ll make it right.

If we are unable to reasonably correct or resolve the valid issue before dispatch, you may request a full refund of the amount paid for the affected sign.

What the Pre-Ship Guarantee doesn’t cover

The Larry Pre-Ship Guarantee is designed to protect you if something is genuinely wrong with the sign we’ve produced.

It does not generally cover a simple change of mind where the completed sign has been manufactured correctly and materially matches the design, specifications and product you ordered or approved.

For custom designs, you are responsible for carefully reviewing any artwork or design proof provided before approving it for production, including wording, spelling, dimensions, layout, colour and other specifications.

If we manufacture the sign according to a design or specification you approved, something contained in that approved design will not generally constitute a valid issue solely because you later change your mind about it.

Once you approve your sign

Once you approve the photograph of your completed sign for dispatch, The Larry Pre-Ship Guarantee has been fulfilled and your sign can be shipped.

Your protection does not end there.

After dispatch, your sign remains protected against qualifying shipping damage and is backed by our 2-Year Replacement Warranty, together with any rights you have under applicable consumer law.

2-YEAR REPLACEMENT WARRANTY

Every Light By Larry sign is backed by our 2-Year Replacement Warranty from the date of delivery.

Our warranty covers manufacturing defects and failures affecting the normal intended operation of your sign during the warranty period.

Depending on the nature of the confirmed fault, we may replace the affected component or, where necessary, replace the affected sign.

What our warranty covers

Examples of issues that may be covered include confirmed manufacturing faults affecting:

• LED lighting;
• electrical components supplied with the sign;
• power supplies or controllers supplied by us;
• wiring or connections;
• structural components;
• workmanship; or
• another component that fails because of a manufacturing defect under normal intended use.

If you experience a problem, please contact us at support@lightbylarry.com with your order number and clear photos or video showing the issue.

We may ask you to carry out reasonable troubleshooting or provide additional photos or video so we can identify the cause of the problem and determine the appropriate replacement.

Our warranty remedy

Where we confirm that an issue is covered by our 2-Year Replacement Warranty, we will provide a replacement for the affected product or component at no additional cost to you.

Depending on the nature of the fault, this may mean replacing an individual component rather than the entire sign where doing so fully resolves the problem.

You will not normally be required to send the faulty sign or component back to us.

We may instead ask for reasonable photographic or video evidence so that we can verify and document the fault.

Our 2-Year Replacement Warranty is a replacement-based warranty and does not ordinarily provide a refund simply because a product develops a warrantable fault.

However, nothing in this policy limits any refund, replacement, repair or other remedy that you are legally entitled to under applicable consumer protection law.

WHAT THE 2-YEAR REPLACEMENT WARRANTY DOES NOT COVER

Our warranty does not cover damage or failure caused by circumstances unrelated to a manufacturing defect, including:

• misuse, abuse or neglect;
• incorrect installation or use contrary to supplied instructions;
• accidental or deliberate damage;
• unauthorised modifications, repairs or alterations;
• use with incompatible electrical equipment or power supplies not approved for the product;
• exposure to weather, moisture, water or other environmental conditions where the product was not designed or rated for that use;
• normal cosmetic wear and tear that does not affect the operation of the product; or
• damage caused by events outside the reasonable control of Light By Larry.

Where possible, we’ll still try to help you diagnose an issue even where it falls outside our warranty coverage.

SHIPPING DAMAGE

Every sign is quality checked before dispatch.

If your order arrives damaged, please contact us as soon as reasonably possible at support@lightbylarry.com.

Please include:

• your order number;
• photographs of the damaged product;
• photographs of the packaging where relevant; and
• video showing the issue where helpful.

This information allows us to assess what happened and arrange an appropriate solution.

Where we confirm that your sign was damaged during delivery, we will arrange an appropriate replacement or other remedy in accordance with this policy and applicable consumer law.

You will not normally be required to return a damaged sign internationally unless we specifically arrange otherwise.

INCORRECT ORDERS

If you receive a product that materially differs from what you ordered or approved due to an error made by Light By Larry, please contact us as soon as reasonably possible.

We will review the issue and, where confirmed, arrange an appropriate correction, replacement or other remedy in accordance with this policy and applicable consumer law at no additional cost to you.

CHANGE-OF-MIND CANCELLATIONS, RETURNS & REFUNDS

Because Light By Larry signs are made to order, we do not generally accept cancellations, returns or provide refunds simply because you have changed your mind.

If manufacturing has not yet begun, contact us as soon as possible and we will make reasonable efforts to accommodate a cancellation or change.

Once manufacturing has begun, cancellation or substantial changes may no longer be possible because materials, labour and production costs may already have been committed specifically to your order.

Once your sign has been completed, The Larry Pre-Ship Guarantee applies as described above.

Nothing in this section limits any cancellation, return, refund or other right that cannot legally be excluded under applicable consumer law.

RETURNS

Because our products are made to order and are often shipped internationally, we generally do not require faulty, damaged or warrantable products to be returned to us before providing an approved replacement or other applicable remedy.

Instead, we will usually request sufficient photographs, video and other reasonable evidence to assess the issue remotely.

If we determine that a physical return is necessary in a particular case, we will provide you with instructions before you send anything.

Please do not return a product without contacting us first.

Where a return is required because of a confirmed fault, error or other issue for which Light By Larry is responsible, we will handle reasonable return arrangements in accordance with applicable consumer law.

REFUNDS

Under The Larry Pre-Ship Guarantee, a full refund of the amount paid for the affected sign may be requested where:

• you identify a valid issue with your completed sign before approving it for dispatch;
• you give us a reasonable opportunity to correct or resolve the issue; and
• we are unable to reasonably make the issue right before shipping.

Refunds may also be provided in other circumstances where required by applicable consumer law.

Approved refunds will be returned to the original payment method wherever reasonably possible.

Once we have processed a refund, the time taken for the funds to appear in your account will depend on your bank, card issuer or payment provider.

PRODUCTION & SHIPPING

Our signs are made to order.

Production typically takes 3–5 business days.

Once your sign is completed, we’ll send you a real photo for approval before dispatch under The Larry Pre-Ship Guarantee.

After approval, standard international shipping typically takes 5–7 business days.

Most orders arrive within approximately 1–2 weeks.

These timeframes are estimates rather than guaranteed delivery dates and may occasionally be affected by factors outside our reasonable control, including carrier delays, customs processing, severe weather or other disruptions.

Free worldwide shipping is included with every order.

Any applicable import duties, taxes or customs charges imposed by the destination country are separate from our shipping charge and may remain the responsibility of the customer where permitted by applicable law.

For further delivery information, please see our Shipping Policy.

CONSUMER RIGHTS

The Larry Pre-Ship Guarantee and our 2-Year Replacement Warranty are additional protections we voluntarily provide to our customers.

They do not exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable consumer protection laws.

For New Zealand customers, this includes applicable rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Customers in other countries may also have mandatory consumer rights under their local laws.

Where applicable law provides you with a remedy beyond the remedies offered under our voluntary warranty or guarantee, your statutory rights will continue to apply.

CONTACT US

If you have a question about a refund, replacement, warranty claim, damaged product or The Larry Pre-Ship Guarantee, please contact:

Light By Larry
support@lightbylarry.com

Please include your order number and as much information about the issue as possible so we can help you quickly.