Returns, Refunds and Cancellations

About this policy

This policy applies to products purchased from GQ Signs Ltd through gqsigns.com.

We manufacture and print many of our products to order. Cancellation and return rights depend on whether you purchase a personalised or bespoke product, a standard product, or purchase in the course of your business.

1. Personalised and bespoke products

We do not accept change-of-mind returns or exchanges for goods made to your individual specifications or clearly personalised.

These include signs and printed products incorporating your own wording, business name, logo, artwork, custom measurements or other individual specifications.

For these products, there is no statutory 14-day change-of-mind cancellation right. We are not obliged to provide a refund because you no longer require the product, ordered it by mistake or wish to change the design or specifications.

Please check your order details and any artwork proof carefully before approval.

This exclusion does not affect your rights where goods are faulty, damaged, incorrect, not as described or otherwise fail to meet the requirements of applicable law.

2. Changes to bespoke orders

If you wish to change or cancel a bespoke order, contact sales@gqsigns.co.uk as soon as possible.

We will check whether we can accommodate your request. Changes or voluntary cancellations require our agreement, particularly where artwork preparation or production has begun. We will explain any proposed charges before you agree to them.

If we cannot fulfil your order, we will refund any payment for the goods or services we cannot supply.

3. Standard products purchased by consumers

If you are purchasing as a consumer, rather than in the course of your business, you normally have the right to cancel an online order for standard, non-personalised products.

You can cancel before delivery or within 14 days after the day you receive the goods. Where goods from one order are delivered separately, the cancellation period normally runs from receipt of the last item.

A standard catalogue product is not automatically excluded from cancellation rights simply because we print or manufacture it after receiving your order.

To cancel, email sales@gqsigns.co.uk with your order number and a clear statement that you wish to cancel. You may use the cancellation form below, but you do not have to.

You must send the goods back within 14 days of notifying us of your cancellation. Please contact us for return instructions and package the goods securely.

You are responsible for the direct cost of returning goods following a change-of-mind cancellation.

You may inspect the goods as you would in a shop. We may deduct an amount from your refund for a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Original packaging is helpful but is not a condition of your statutory cancellation rights.

4. Refunds following a consumer cancellation

For a valid cancellation of a standard product order, we will refund the price paid and the cost of our least expensive standard outbound delivery service, where applicable.

If you selected a more expensive delivery service, we are not required to refund the additional delivery cost.

We will issue your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. If no goods were supplied, we will refund you within 14 days of receiving your cancellation notice.

Refunds will be made using your original payment method unless you expressly agree otherwise. We will not charge a refund processing fee.

Your bank or payment provider may take additional time to show the refund in your account.

5. Faulty, damaged, incorrect or misdescribed goods

Please inspect your goods on receipt and contact sales@gqsigns.co.uk as soon as reasonably possible if there is a problem.

Include your order number, a description of the issue and photographs where available. We may ask for reasonable information or an opportunity to inspect the goods.

Where goods are faulty, damaged on delivery, incorrect or not as described, we will provide the remedy required by applicable law. This may include a refund, repair or replacement.

Consumers normally have a short-term right to reject goods that do not conform to the contract within 30 days of delivery. After that period, repair or replacement rights normally apply first, with further rights to a price reduction or rejection in the circumstances provided by law.

We will arrange collection or cover reasonable return costs where required for goods that do not conform to the contract.

There is no requirement to retain original packaging to exercise your rights concerning faulty goods.

Please report transit damage promptly to help us investigate with the carrier. Failure to report it immediately does not remove your statutory rights.

6. Customer-supplied details and approved artwork

Please check all wording, spelling, measurements, materials, quantities and artwork before placing your order or approving a proof.

Where we accurately produce a bespoke item in accordance with details or artwork you supplied and approved, an error in those supplied details does not, by itself, make the product faulty.

This does not exclude responsibility for our own errors, a failure to follow the agreed specifications or any duty we have under applicable law.

7. Business purchases

The statutory 14-day consumer cancellation right does not apply to purchases made in the course of a trade, business or profession.

We do not offer business customers a general change-of-mind return or exchange entitlement. Any voluntary return, exchange or cancellation must be agreed with us in writing.

Business customers retain any applicable rights where goods are faulty, incorrect, not as described or fail to meet the agreed contract.

8. Contact and return address

GQ Signs Ltd
Unit 4, Matrix Way
Buckshaw Village
Chorley
PR7 7ND
United Kingdom

Email: sales@gqsigns.co.uk
Telephone: 0333 200 5480

Please contact us before returning goods so that we can provide suitable instructions. This request does not restrict your statutory rights.

9. Optional consumer cancellation form

Complete and send this form only if you wish to cancel an order for which a statutory cancellation right applies.

To: GQ Signs Ltd, Unit 4, Matrix Way, Buckshaw Village, Chorley, PR7 7ND
Email: sales@gqsigns.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods:

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Signature, only if submitting this form on paper:

Date:

10. Your statutory rights

Nothing in this policy excludes or limits your statutory rights. Products purchased at a discounted or sale price carry the same statutory rights as products purchased at full price.