Returns & Refunds

If there is a problem with your order, please contact us as soon as possible with your order number and a brief description of the issue. We will review the request and provide instructions where a return or replacement may be appropriate.

Consumer Cancellation Rights

If you are buying as a consumer, you normally have the right to cancel your order within 14 days of receiving the goods. You then have a further 14 days to return the goods.

This cancellation right does not normally apply to goods made to a customer's specifications or clearly personalised, such as labels printed with customer-specific information or bespoke numbering. Standard products are not automatically exempt simply because they are printed, manufactured or obtained to fulfil an order. These exclusions do not affect rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.

Business Customers

Most products on this website are supplied for business, trade, landlord, property management or facilities management use. Business customers do not normally have an automatic change-of-mind cancellation right.

We may accept returns of standard, unused, non-custom products within 30 days of delivery, subject to approval and the conditions below.

Return Authorisation

To ensure returns are handled correctly, all returns must be approved before being sent back. Please do not send items back without contacting us first, as unapproved returns may not be accepted.

Return instructions and the appropriate return address will be provided once a return request has been reviewed.

Custom, Printed-to-Order & Special-Order Items

For business customers, custom, personalised, sequentially numbered, made-to-order, printed-to-order or specially ordered items cannot normally be cancelled, returned or refunded once production or procurement has started, unless they are faulty, damaged, incorrectly supplied or not as described.

For consumers, the statutory cancellation exception applies only to goods made to the customer's specifications or clearly personalised. Standard products remain subject to applicable consumer cancellation rights even where they are produced or sourced after an order is placed.

Standard Products (Signs, Hardware, Seals & Accessories)

Returns may be accepted for non-custom products under the following conditions:

  • A return request must be made within 30 days of delivery
  • Items must be unused and in their original packaging
  • Items must be returned in resalable condition
  • Return postage is the responsibility of the customer unless the item is faulty or supplied incorrectly
  • For discretionary business returns, original delivery charges are non-refundable.
  • For consumer cancellations, delivery charge refunds will be handled in accordance with UK consumer protection law.

We do not charge a restocking fee for approved returns. Once returned goods have been received and inspected, approved refunds will normally be processed within 7 days. Where statutory consumer cancellation rights apply, refunds will be made within the applicable legal deadlines.

Damaged, Faulty or Incorrect Items

If an item arrives damaged, faulty or incorrect, please contact us as soon as possible and include:

  • your order number
  • a description of the issue
  • photographs where possible

We will review the issue and arrange a replacement or refund where appropriate.

Important Notes

  • We recommend checking product specifications carefully before ordering to ensure items are suitable for your requirements.
  • Some products supplied for fire safety compliance purposes may be manufactured or prepared to order, which limits the ability to accept discretionary returns.

Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015.