Returns, Cancellations and Faulty Goods

Bespoke and personalised products

Most SignHQ goods are manufactured, cut or printed to the customer’s dimensions, wording, artwork, colour or other specification. They cannot normally be resold. The statutory cooling-off cancellation right for online consumer purchases does not normally apply to goods made to the consumer’s specifications or clearly personalised.

This exception does not remove rights if goods are faulty, not as described or do not conform to the agreed specification.

Cancelling before manufacture

Contact us immediately if you need to change or cancel an order. If manufacture has not begun and no materials or design work have been committed, we will normally cancel and refund it.

If design, proofing, material ordering or production has begun, bespoke goods may not be cancellable. Business-order cancellation requires written agreement and may be subject to the reasonable cost of work and commitments already made. Consumer rights are not reduced by this paragraph.

Standard non-personalised goods

For standard stock goods that have not been made, altered or personalised, a consumer may notify us of cancellation within 14 days after delivery and return the item within the following 14 days. Keep the item in reasonable condition.

Unless goods are faulty or we agree otherwise, the consumer pays the direct return cost. We refund any separately paid standard outbound delivery charge, but not the additional cost of an enhanced service. Business customers have no automatic right to return correctly supplied stock goods unless agreed in writing.

Faulty, damaged or incorrect goods

Email help@signhq.co.uk with the order number, a description and clear photographs. Keep the product and packaging until we confirm the next step. Do not return goods without contacting us first; this lets us select a suitable carrier for large or fragile products.

Depending on the circumstances and applicable law, the remedy may be repair, replacement, re-manufacture, price reduction or refund. We meet reasonable return costs where goods are confirmed as faulty, damaged in transit or incorrectly supplied.

Customer-supplied errors

We cannot normally refund or remake goods because the customer supplied incorrect dimensions, spelling, artwork or specifications, or because an approved proof contained an error visible on that proof. We assess circumstances fairly and will not rely on this where the error was caused by us or doing so would conflict with mandatory consumer rights.

Refund timing

Approved refunds are made to the original payment method. Consumer refunds are processed within the periods required by law. Banks and payment providers may take additional time to show the credit.

Contact and return address

Contact us before returning anything: help@signhq.co.uk or 01254 59504. Authorised returns are sent to SignHQ, Unit 24, Harwood Street, Blackburn, BB1 3BS.