Refunds and returns for custom products
Most Signet Metal Cards products are made to order from customer-selected specifications and an approved digital proof. This policy explains how we handle changes, cancellations, quality concerns, returns, re-production and refunds for business and individual customers.
Nothing in this policy limits consumer rights that cannot be excluded under applicable law.
Changes or cancellation before proof approval
You may request a change or cancellation before approving the digital proof. We will review the order status and the work already completed. Any available refund may be reduced by reasonable design, preparation, payment or other non-recoverable costs already incurred.
Please contact us promptly because an order may move forward as soon as approval and the other production requirements are complete.
After digital-proof approval
Approval of the digital proof authorises custom production. Once approved, change-of-mind cancellation and return are normally unavailable. If you request a change before production has progressed, we may agree to it, but additional costs and a revised schedule may apply.
This custom-order rule does not apply when an order has a qualifying manufacturing, quantity, damage or specification problem.
Concerns we will review
Contact us if the delivered order:
- arrives damaged;
- contains a material manufacturing defect;
- has a significant quantity shortage or incorrect item; or
- is materially different from the approved digital proof or accepted order specification.
Minor visual differences caused by screen display or normal manufacturing processes are reviewed in context and do not automatically qualify as a defect.
How and when to report a concern
Please contact us within three calendar days after delivery whenever possible. Prompt notice helps us review the packaging, carrier information and production record. A later report may still be considered, and this three-day request does not remove rights that cannot legally be limited.
- Provide the order or quotation reference.
- Describe the concern and affected quantity.
- Provide clear photographs or video of the products, packaging and shipping label where relevant.
- Keep the products and packaging available while the review is open.
Review and primary remedy
We compare the concern with the approved digital proof, accepted specification, production record and delivery information. We may request additional evidence or, where appropriate, return of representative items.
For a confirmed quality or production problem, our preferred remedy is re-production of the affected quantity. If re-production is not reasonable or cannot provide an appropriate remedy, we may offer another solution such as replacement, correction, partial refund or refund, depending on the circumstances and applicable law.
Delivery damage, delay or loss
Report visible shipping damage within three calendar days whenever possible and retain the packaging. Delayed or missing shipments are reviewed using the tracking record and selected delivery service. Delivery review does not automatically determine the product remedy, but we will work with the carrier and customer to reach an appropriate outcome.
Return authorisation
Do not send products to an address unless we have provided return authorisation and instructions. If a return is required, we will explain the destination, packaging, tracking and responsibility for return costs. Responsibility for return shipping depends on the reason for the return and applicable law.
Approved refunds
Approved refunds are normally issued to the original payment method. Processing begins after the required review or authorised return is complete. The time for funds to appear depends on the payment provider or financial institution.
Shipping, duties, taxes and other charges are included or excluded from a refund according to the reason for the refund, the selected delivery arrangement and applicable law.
Request support
Send the order reference and supporting information to [email protected]. We will review the order record and explain the next step.