Returns & Refund Policy

Effective Date: 1/12/2025

At SignMate, we want you to be completely satisfied with your purchase.
If for any reason you are not happy with your order, we are here to help.

1. Returns

You have 14 days from the date you receive your order to request a return.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it.

  • It must also be unopened and in the original packaging so we are able to resell.

  • Proof of purchase (e.g., order number, receipt) is required.

Non-returnable items include:

  • Custom-made or personalised products.

  • Clearance or sale items.

  • Items that have been installed, modified, or used.

If you are unsure if your item qualifies for return, please contact our customer service team at hello@signmate.co.uk.

2. Return Process

To start a return:

  1. Contact us at hello@signmate.co.uk with your order number and reason for return.

  2. We will provide you with a return authorisation and shipping instructions.

  3. Pack the item securely and send it back to the address provided.

Important:

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.

  • We recommend using a tracked shipping service, as we cannot guarantee receipt of untracked returns.

3. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed to your original method of payment or bank transfer, details will be requested.

  • Refunds typically appear within 5–10 business days, depending on your bank or payment provider.

Please note:

  • Shipping charges are non-refundable unless the return is due to our error (e.g., defective or incorrect item).

4. Exchanges

We only replace items if they are defective, damaged, or incorrect.
If you need to exchange an item, please contact us at hello@signmate.co.uk for assistance, for speed, we may refund for you to make a new purchase.

5. Faulty or Damaged Items

If you receive an item that is defective, damaged, or incorrect:

  • Please notify us within 7 days of receipt with clear photos of the issue.

  • We will arrange a replacement or issue a full refund at no additional cost to you.

6. Cancellations

Orders can be cancelled before they are dispatched.
If your order has already shipped, you will need to wait to receive it and then request a return following the process above.

7. Contact Us

For all return, refund, or exchange inquiries, please contact:

  • Email: hello@signmate.co.uk

We aim to respond to all inquiries within 1–2 business days.