Returns Policy

Returning Your Products

Before getting in touch about returning a product, please ensure you have read this returns policy in full.

If you’d like to return a product, please get in touch with the Elite Sign Solutions Limited support team by emailing [email protected] and provide the following details:

  • Your contact details (name, address, email, phone number)
  • Your order number (e.g., ESS0000012)
  • Which product(s) from the order you’d like to return
  • Reason for return
  • Photos of the product(s) (specifically showing if there is damage, but also to show packing is still in place)

Once the team has received an email with all the requested details, they will contact you with the next steps. This will be in accordance with the policy outlined below and supported by our terms and conditions.

Bespoke items are non-returnable.

Cancelling Your Order Before Delivery

If you purchase a product from Elite Sign Solutions Limited, you may cancel your order (or any part of it) before the order has been dispatched. You will not be charged for cancelling your order at this stage.

If the order is cancelled after it has been dispatched and is in transit, a £30 (exc. VAT) cancellation fee will be charged to cover the aborted delivery.

For bespoke items:

  • Cancellation is only eligible before manufacturing begins.
  • If manufacturing has started or the goods have been produced, cancellation is no longer possible.

Cancelling Your Order After Delivery

You may cancel your order within 30 days after the day of delivery, subject to the following conditions:

  • The product must be returned unused, as new, and in undamaged condition.
  • We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact to protect them in transit.
  • The return will be subject to a restocking fee (25% of the value of the returned product(s)) and a collection fee of £150 (exc. VAT).
  • Once a product has been installed, it cannot be returned or refunded.
  • Returns or cancellations will not be accepted if the product has been altered, customised, painted, or treated in any way that could be deemed as using or treating the product as your own.

Bespoke items are not eligible for cancellation after delivery.

Damaged Product(s)

Before accepting a delivery, it is your responsibility to check the goods for any signs of damage.

  • If you receive a damaged product, pallet, or crate, you must sign the delivery note as “damaged” and notify us within 24 hours by emailing [email protected].
  • For damaged goods reported correctly, we can either:
    • Provide a replacement part, or
    • Offer a full replacement product.
  • Replacements will be issued only after our team has inspected the returned product.
  • Until collection, you are responsible for properly securing, packaging, and storing the product to prevent further damage.

Please note: Replacement products and parts may not be identical to the items being replaced. Colours and shades may vary due to batch differences.

Missing Product(s)

Upon delivery, it is your responsibility to check the carrier’s delivery note to ensure that all packages, parcels, or crates have been received.

  • Any missing products must be reported to [email protected] within 24 hours of delivery.
  • Missing products reported within this timeframe will be reissued, subject to review.

Late Claims

As stated above, you have 24 hours to report a missing, incorrect, damaged, or faulty product.

  • If we have not received a report within this timeframe, it will be assumed that you have accepted the goods.
  • Claims made after 24 hours will be reviewed at our discretion, and we reserve the right to determine whether a repair, replacement, or refund is appropriate.

Where applicable, refunds will be processed within 3 working days and all payments will be credited to the original card holder’s payment card/provider.

Need More Help?

Email [email protected] or via telephone on 0161 726 5990 Lines open: 9am-5pm Monday to Friday.