Refund policy

30-day returns

You can return your sign within 30 days of delivery. To start a return, email livia@vertexdistributor.com or call 630-359-5931 with your order number. Please do not send items back without contacting us first; we will reply with instructions within 1 business day.

Damaged, defective or wrong item

Please check your sign when it arrives. If it is damaged in shipping, does not work, or is not the size you ordered, tell us within 30 days with your order number and a photo or short video. We will send you a prepaid return label and ship a replacement, or give you a full refund if you prefer. You pay nothing for shipping in either direction.

Changed your mind

If you simply no longer want the sign, you can return it within 30 days if it is unused and in its original packaging with all accessories (cable, adapter, remote, tape and manual). Return shipping is paid by you. We refund the price of the item once we receive and inspect it.

Return address

VERTEX PIXELLAB LED, 525 W Wrightwood Ave, Elmhurst, IL 60126, United States

Refunds

We will email you when your return arrives and is inspected. Approved refunds go back to your original payment method within 10 business days; your bank or card issuer may take a few more days to post it. If you have not received a refund 15 business days after approval, email livia@vertexdistributor.com.

1-year warranty

Every PIXELLAB Soft LED sign has a 1-year warranty from the delivery date, handled by our team in Illinois.

Covered: manufacturing defects, such as LEDs or rows that stop lighting, a faulty controller or power cable, or a sign that no longer pairs with the app. We replace the faulty sign or part free of charge, including shipping.

Not covered: physical damage after delivery (cuts, crushing, sharp folds or tears), water damage beyond the IP65 rating (for example, submerging the sign or leaving the controller exposed to rain), damage from a power supply other than the one included, and normal wear of the mounting tape.

To make a warranty claim, email livia@vertexdistributor.com with your order number and a photo or video of the problem.