Cancellation & Modification
Please read carefully before requesting a cancellation or change to your order.
All LED TOT products are custom-made and production begins shortly after an order is placed. Because of this, all cancellation and modification requests are handled on a case-by-case basis and may be subject to fees depending on the stage of production.
Cancellation Fee
All cancellation requests are subject to a 10% cancellation fee, regardless of when the request is submitted. This fee covers payment processing, design preparation, administrative costs, and production scheduling.
Refund Amount = Order Value − 10% Cancellation Fee
Orders that have already entered production, been completed, or been shipped may not be eligible for cancellation or refund.
Order Modifications
Order modifications — such as changes to size, color, design, or text — may be possible before production begins. However:
- Modification requests may incur additional charges depending on the nature of the changes.
- Once a design proof or mockup has been approved, approved details cannot be modified.
- Modifications are not guaranteed and depend on the current stage of your order.
To maximize the chance of a successful modification, contact us immediately after placing your order — before design preparation begins.
Refund Processing
Once your cancellation request is reviewed and approved:
- Our Customer Service team will confirm the refund amount within 8–12 hours.
- The approved refund will be issued to your original payment method.
- Funds typically appear within 5–7 business days, depending on your bank or payment provider.
How to Submit a Cancellation Request
To request a cancellation or modification, contact our Customer Service team as soon as possible and provide the following:
- Your order number.
- The reason for your cancellation or the details of the modification requested.
- Any relevant photos or attachments if applicable.
We will do our best to accommodate your request whenever possible.
Contact Information
To submit a cancellation or modification request, reach our Customer Service Department at:
Email
[email protected]
Phone
(+84) 972.454.995
Factory
Tân Phong, Kiến Thụy, Hải Phòng
Representative Office
5900 Balcones Drive, Suite 100 Austin, TX 78731 US
Office Hours
Mon – Sat: 9AM–5PM EST
Frequently Asked Questions
Common questions about cancellations, modifications, and refunds
Can I cancel my order after placing it?
Yes, cancellations are accepted, but all requests are subject to a 10% cancellation fee regardless of when you submit the request. This fee covers payment processing, design preparation, and production scheduling costs that begin immediately after an order is placed. Your refund will equal the order value minus the 10% fee.
Why is there a cancellation fee even if I cancel right away?
Because production begins shortly after an order is placed, administrative tasks — including payment processing, design preparation, and production scheduling — start immediately. The 10% fee covers these costs, which are incurred regardless of how quickly a cancellation request is made.
Can I cancel after my order has entered production?
Orders that have already entered production, been completed, or been shipped may not be eligible for cancellation or refund. We strongly recommend reaching out to us as early as possible if you need to cancel.
Can I change the size, color, or design of my order?
Modifications may be possible before production begins, but they are not guaranteed and may incur additional charges depending on the scope of the change. Once a design proof or mockup has been approved by you, no further changes can be made to the approved details. Contact us immediately after placing your order for the best chance of accommodating a modification.
How long does it take to receive my refund after cancellation?
Once your cancellation is reviewed and approved, our team will confirm the refund amount within 8–12 hours. The refund is then issued to your original payment method and typically appears within 5–7 business days, depending on your bank or payment provider.
How do I submit a cancellation or modification request?
Contact us at [email protected] or call (+84) 972.454.995 as soon as possible. Include your order number, the reason for your cancellation or the details of the change you need, and any relevant attachments. Our Customer Service team will review your request and respond promptly.
Will I get a full refund if I cancel?
No. All cancellations are subject to a 10% cancellation fee. The refund you receive will be your order value minus that 10% fee. Orders already in production, completed, or shipped may not qualify for any refund.
I approved the design — can I still make changes?
No. Once you approve a design proof, mockup, or production preview, those details are locked and production proceeds based on them. Approved details cannot be used as grounds for modification, return, or refund after approval is given. Please review all design elements carefully before confirming your approval.