We must receive any changes to the layout within 3 days of the order date. Unless specifically requested the setting out of any sign will be made at our discretion using our knowledge to achieve the best possible effect. We will advise when it is clear that any order cannot be processed due to lack of space for requested motif/number/ lettering etc, in which case we will advise a different size (or shape), discuss changes to the layout or give you the opportunity to cancel. It must clearly be understood that all of our custom made signs are an individual one-piece resin casting and as such cannot be cancelled once the production process has started as it would be extremely rare for exactly the same details and design to be requested by another customer at the same time as your order.
The buying and selling of products is covered by the Consumer Contracts Regulations 2013, a law protecting both the consumer (you) and the trader (us).
If your house sign has not yet reached the casting stage, we may still be able to cancel your order for you. Please contact our customer service team via email or phone and if your sign has not yet been cast you may be able to request for your order to be cancelled, and we will be able to see if this is possible for you. However, if your order has already been cast, we are afraid to say that it would be too late for any cancellations.
Returns and Refunds on Damaged/Incorrect Goods;
If any Goods are received damaged please advise us immediately and at the latest within 3 days of receipt of such damaged Goods. We will then advise the procedure to be followed.
If any incorrect Goods are received please advise us within 3 days of receipt of such Goods. If it is found that a mistake has been made on our part then we will offer a partial refund if the mistake is acceptable, a new urgently produced correct replacement if acceptable or a full refund. In the first instance the customer shall be responsible for the cost of returning such Goods. If the fault is on the part of the Customer then any replacement sign must be paid for in the same way as placing a new order.
Please note that we would require for you to contact us prior to installation. Once the sign has been installed we can no longer accept returns or refunds, as damage may have been caused during installation. If you have any further questions regarding the policy outlined above, feel free to contact our friendly care team.
If a personalised product is not faulty and is ‘as stated’ on the website, under the terms of the regulation we do not have to accept the return of the item (Section 28b).