Refund policy
Lightline Return & Refund Policy
At Lightline, all products are custom made to order. Because each item is created specifically for the customer’s selected design, size, color, wording, personalization, or custom request, we do not accept returns once processing of an order has begun.
Custom Made-to-Order Items
Once your order enters production or processing, it cannot be canceled, returned, or refunded. This includes, but is not limited to, custom engraved products, personalized items, equipment tags, signage, nameplates, cake toppers, gifts, and any other made-to-order Lightline products.
Please review all spelling, names, dates, colors, sizes, quantities, and customization details before placing your order. Lightline is not responsible for customer-entered errors after the order has begun processing.
Damaged Items
If your order arrives damaged due to shipping, please contact us within 2 business days of delivery.
To qualify for a refund due to shipping damage, the buyer must provide:
- Photos of the damaged item
- Photos of the packaging
- Order number
- Delivery date
Once the damage is reviewed and confirmed, Lightline will issue a full refund for the damaged item.
No Returns for Custom Products
Because our products are custom made and cannot be restocked or resold, we do not accept returns or exchanges for reasons including, but not limited to:
- Change of mind
- Incorrect size ordered
- Incorrect color selected
- Misspelled names or wording provided by the customer
- Order no longer needed
- Event cancellation or date change
- Preference changes after production begins
Order Issues
If there is an issue with your order, please contact us as soon as possible. We take pride in our work and will review each concern carefully. Our goal is to make sure every Lightline product arrives as expected and reflects the approved/custom details provided at the time of purchase.