Before production starts
If you need to change or cancel an order, contact us immediately. If production has not started and no irreversible supplier or production cost has been incurred, we will review whether the order can be changed or cancelled. Do not assume a cancellation is accepted until we confirm it.
Personalised and made-to-order products
Printed, cut, embroidered, engraved, manufactured or otherwise personalised goods are normally made specifically to the customer’s specification. Statutory cancellation rights for ordinary distance purchases may not apply to goods made to your specification or clearly personalised. This does not affect your rights if goods are faulty, damaged or not as agreed.
If there is a problem with your order
Contact sales@signandprintchesterfield.co.uk as soon as reasonably possible and include your order reference plus clear information about the issue. Where useful, include photographs of the product, packaging and delivery label.
- Keep the affected goods and packaging until we have reviewed the issue.
- Do not return goods without return instructions from us, because some items need to go to a particular production or supplier location.
- We may ask for reasonable evidence so we can distinguish production faults, transit damage, artwork/content issues and normal material tolerances.
Approved remedies
Where goods do not meet the contract, the appropriate remedy may include repair, replacement, reprint, price reduction or refund depending on the circumstances and applicable law. We will not require a customer to accept a remedy that removes mandatory statutory rights.
Customer-approved artwork
If the supplied or approved artwork contains an error that was present in the version authorised for production, a replacement may be chargeable. If the finished product does not match the approved production specification, contact us so we can investigate.
Delivery damage
Where practical, photograph visible transit damage before disposing of the packaging. Reporting damage promptly helps us raise a carrier claim, but it does not remove statutory rights that cannot legally be limited.
Refund timing
Where a refund is approved, it will be recorded against the order and returned through the appropriate payment route. Bank and payment-provider processing times can vary after a refund is issued.
Business customers
Business-to-business orders may be subject to additional quotation, credit or project terms agreed before production. If those written terms conflict with this general page for a particular order, the specifically agreed terms take priority to the extent permitted by law.