Canonical route: /cancellations-returns/
Last updated: [Publication date]
1. Enquiries and custom orders
A website enquiry is not an order and does not require payment. This policy explains the framework for discussing changes, cancellations and product concerns after an order is separately agreed.
Custom signs are produced to confirmed project specifications. Your quotation and order documents will set out the applicable approval, production and payment arrangements before you commit.
2. Changes and cancellations
Contact hello@customsignforge.com or your agreed project contact as soon as you want to change or cancel an order. Include the order reference and requested change. Do not assume a change is confirmed until we acknowledge it in writing.
Whether work can be stopped or changed depends on its actual stage, the agreed terms and applicable law. Any proposed effect on price, timing or cancellation costs must be explained and agreed where required.
Review required: Insert approved commercial rules for pre-production work, approved artwork, materials already committed, production started, deposits and refunds. No default non-refundable percentage or charge is authorised by this draft.
3. Personalised goods and mandatory rights
Where applicable law excludes genuinely personalised or made-to-specification goods from a change-of-mind cancellation right, that exclusion may apply to the relevant order. It does not remove rights relating to faulty goods, goods that do not match the agreed description or other non-excludable rights.
The treatment of a business purchase and a consumer purchase may differ. Applicable rights depend on the actual transaction and relevant law.
4. Faults, incorrect goods and damage
If you believe an item is faulty, incorrect or damaged, contact hello@customsignforge.com with the order reference, a description and relevant photographs or video where reasonably available. Do not energise or install equipment that appears unsafe.
Please retain relevant packaging where reasonably possible so damage can be assessed. Reporting promptly can help with investigation and carrier claims; it is not intended to impose a shorter deadline than any mandatory right.
We will review the issue against the agreed specification and applicable obligations, and explain the available remedy. Depending on the circumstances and law, this may involve repair, replacement, a price adjustment or a refund. A remedy is not restricted to replacement where the law requires another option.
5. Return arrangements and refunds
Contact us for the correct return arrangements before shipping an item. A supplier or factory address shown elsewhere is not automatically a return address. This coordination request does not override statutory rights.
Responsibility for return or remedy costs and refund timing will be determined by applicable law and the properly agreed order terms.
Review required: Add the verified return address/process, refund method and timing, cost allocation and any commercial warranty. State statutory rights separately from additional warranty benefits.
6. Contact and complaints
Contact hello@customsignforge.com or [Business contact details]. We will explain the next steps after reviewing the information. [Insert only a response-time commitment the business can actually meet.]