Identigraph Return & Refund Policy

Last updated: September 2026

Identigraph manufactures custom architectural signage and also offers select standard products and installation tools. Return eligibility depends on the type of product purchased.

Standard, Non-Custom Products

Identigraph accepts returns of both defective and non-defective standard, non-custom products within 30 days of delivery. Items returned for reasons other than damage or defect must be unused, uninstalled, and in their original condition.

Identigraph does not charge a restocking fee. For eligible returns, Identigraph will provide a return shipping label at no cost to the customer. Please contact us before returning an item to receive return instructions and a return shipping label.

Exchanges

Identigraph does not offer exchanges. If you would like a different standard product, you may return an eligible item in accordance with this policy and place a new order.

If a product is damaged, defective, or incorrect due to an Identigraph error, please contact us as described below. Depending on the circumstances, Identigraph may repair or replace the affected product or issue a refund. A replacement provided to correct a damaged, defective, or incorrect order is not considered an exchange.

Custom & Made-to-Order Products

Custom, personalized, made-to-order, and project-specific products are not eligible for return or exchange once design work or production has begun. This includes custom signs, graphics, fabricated items, engraved or personalized materials, custom messages, and products manufactured according to customer-selected specifications.

Order Accuracy & Proof Approval

When an order includes a design proof, shop drawing, or submittal for approval, it is the customer’s responsibility to review all applicable details, including spelling, colors, materials, dimensions, messages, and other specifications before approval.

Once approved and released for fabrication, custom products cannot be returned because of information or specifications approved by the customer.

Damaged, Defective or Incorrect Orders

If an item arrives damaged, defective, or different from the approved or ordered specifications due to an Identigraph error, please contact us within 5 business days of delivery. Include your order number, a description of the issue, and photographs when applicable.

After reviewing the claim, Identigraph will determine the appropriate resolution, which may include repair, replacement, or refund. There will be no additional product or shipping charge to the customer when Identigraph determines that the issue resulted from our error.

Shipping Damage

If an order is damaged during transit, please contact us within 5 business days of delivery. Photographs of the packaging and damaged product may be required so that we can document the damage and process a carrier claim.

Cancellations

Standard product orders may be canceled before shipment if fulfillment has not already occurred.

Custom and made-to-order products may be canceled only before design work, material procurement, or production begins. Once costs have been incurred or fabrication has begun, some or all of the order may be non-refundable.

Refunds

Approved refunds are issued to the original payment method. For eligible standard-product returns, original shipping charges are non-refundable unless the return is the result of an Identigraph error or a damaged or defective product.

Refund Processing 

Once an eligible return is received and inspected, approved refunds will be issued to the original payment method. Please allow up to 14 days for Identigraph to process the refund. Additional time may be required for your bank or card issuer to post the credit to your account.

Contact Us

To request a return, report an order issue, or ask a question about this policy, please contact:

Identigraph LLC
sales@identigraphsigns.com
336-916-9425