Refund policy

At Luxe Sign Studio, the majority of our products are personalised, custom-made or made specifically to your requirements. Please read this policy carefully before placing your order.

This policy applies to orders placed directly through luxesignstudio.co.uk. Orders placed through Etsy, TikTok Shop, Amazon or any other marketplace are also subject to the relevant marketplace's policies and procedures.

Nothing in this policy affects your statutory consumer rights.

Personalised, Custom-Made & Made-to-Order Products

Most Luxe Sign Studio products are created specifically for you using the personalisation, wording, names, numbers, colours, designs, dimensions, images or other information you provide.

Because these products are made to your specification or clearly personalised, they cannot normally be returned or refunded simply because you have changed your mind, no longer require the item or have ordered the wrong product.

This does not affect your rights if an item is faulty, damaged, not as described or has been made incorrectly by us.

Cancelling a Personalised Order

We understand that plans can change, so we offer a limited opportunity to request cancellation before production begins.

Cancellation requests should be made within 24 hours of placing your order. However, because we often begin producing orders quickly, cancellation is only possible if your item has not already been made or entered production.

Once your product has been made, or your order has been processed for dispatch and a shipping label has been created, we will no longer be able to accept a cancellation.

Please contact us as soon as possible if you wish to cancel. Sending a cancellation request does not guarantee that cancellation will be possible.

Changes to Personalisation

If you need to change your personalisation after placing an order, please contact us by email as soon as possible.

We will always try to accommodate changes where we can, but we cannot guarantee that changes can be made once production has started.

Please carefully check all names, spelling, numbers, dates, wording, colours and other personalisation details before submitting your order.

If we manufacture the product correctly using the information supplied by you, we cannot provide a free replacement or refund because of an error in the information submitted by the customer.

Design Proofs

For our standard personalised products, a design proof will only be provided if requested by the customer by email before production begins.

For fully bespoke or custom signage orders, we will provide a design proof for approval before manufacture.

Where a design proof is provided, it is the customer's responsibility to carefully check all spelling, wording, numbers, layout and other requested details before approving it.

Once a proof has been approved and production has started, changes may no longer be possible.

If an item has been produced correctly according to a proof approved by the customer, we cannot accept responsibility for customer-approved spelling, wording or design errors.

Faulty, Damaged or Incorrect Items

We take great care when making, checking and packing every order. However, if your item arrives damaged, is faulty, is not as described or we have made an error with your order, please contact us as soon as possible.

We may ask you to provide reasonable evidence of the problem, such as photographs or video showing:

• the item and the fault or damage;

• the packaging where relevant; and

• any other information reasonably required to help us understand what has happened.

Depending on the circumstances and your statutory rights, we will arrange an appropriate solution, which may include a replacement or refund.

Where we have supplied a faulty, damaged or incorrect item and a return is required, we will provide return instructions and, where appropriate, a prepaid return label.

Please do not return an item without contacting us first.

Customer Damage

We cannot accept responsibility for damage caused after delivery through misuse, incorrect installation, accidental damage, inappropriate cleaning products, alterations, failure to follow supplied instructions or normal wear and tear.

This does not affect your rights where the product itself was faulty when supplied.

Non-Personalised Products

A small number of products sold by Luxe Sign Studio may be standard, non-personalised products.

Where a product has not been personalised, custom-made or made to your specification, UK consumers purchasing online normally have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

You must notify us of your decision to cancel within 14 days of receiving the item. You then have a further 14 days to return the goods.

Please contact us before returning anything so that we can provide the correct return instructions.

Unless the product is faulty, damaged or incorrect, the customer is responsible for the cost of returning a non-personalised product following a change of mind.

You may inspect the product as you would reasonably be able to do in a shop. We may make a deduction from the refund if the value of the goods has been reduced because they have been handled more than reasonably necessary to establish their nature, characteristics and functioning.

Where applicable, refunds will include the cost of our standard delivery option. Any additional amount paid for an upgraded or premium delivery service does not have to be refunded beyond the cost of standard delivery.

The personalised and custom-made products described elsewhere in this policy are excluded from this change-of-mind cancellation right.

Delivery Problems & Lost Parcels

If you experience a delivery problem, please contact us so that we can investigate it with the relevant courier.

Where a parcel appears to be delayed, lost, damaged during delivery or there is a dispute regarding delivery, we may need to liaise with the courier and review tracking or delivery information before determining the appropriate next step.

We will take appropriate action based on the circumstances and your statutory rights.

Please ensure that the delivery address entered when ordering is complete and correct. We cannot accept responsibility for delivery problems caused by incorrect or incomplete address details supplied by the customer, although we will assist where reasonably possible.

Returns

Please do not send any products back to us without contacting us first.

Returns must be agreed with Luxe Sign Studio before being sent. Where a return is appropriate, we will provide you with return instructions and advise whether a prepaid return label will be supplied.

Personalised or custom-made items cannot be returned simply because you have changed your mind.

Refunds

Where a refund has been agreed, it will normally be returned to the original payment method.

The time taken for the funds to appear in your account after we process the refund will depend on your bank or payment provider.

Where statutory cancellation rights apply to a non-personalised product, refunds will be processed in accordance with the applicable legal timescales.

Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable consumer law.

Goods supplied by us must be as described, of satisfactory quality and fit for their intended purpose where required by law.

Depending on the circumstances, customers may have statutory rights to a repair, replacement, price reduction or refund if goods do not meet these requirements.

Contact Us

If you need to request a cancellation, make a change to an order, report a problem or discuss a return, please contact Luxe Sign Studio using the contact details provided on our website.

Please include your order number and sufficient information for us to identify your order and assist you.