Refund Policy

This Refund Policy applies to orders placed with SignStation, a trading name of Xpress Services Limited (company number 09593357).

1. Personalised and Custom-Made Items

The vast majority of our products are made to order and personalised to your specification (for example, custom names, addresses, dates, or designs). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods made to your specification or clearly personalised. This means we are unable to offer a refund or exchange for personalised items simply because you change your mind.

Please check all personalisation details (spelling, names, dates, and design) carefully before submitting your order, as production begins shortly after order confirmation.

2. Faulty, Damaged, or Incorrect Items

Your consumer rights are not affected by the above. If your item arrives faulty, damaged in transit, or is not what you ordered (e.g. incorrect personalisation due to our error), please contact us within 14 days of delivery at hello@thesignstation.com with your order number and photos of the issue. We will offer a replacement or full refund, including reasonable return postage costs where applicable, once the issue is confirmed.

3. Non-Personalised Items

If you purchase a non-personalised, stock item from us, you have the right to cancel your order within 14 days of receiving the goods, in line with the Consumer Contracts Regulations 2013. The item must be returned unused, in its original packaging and condition, at your own cost, within 14 days of notifying us of cancellation. Refunds will be processed within 14 days of us receiving the returned item.

4. How to Request a Refund or Report an Issue

Contact us at hello@thesignstation.com or 01708 873248 with your order number and details of the issue. We aim to respond within 2 business days.

5. Refund Processing

Approved refunds will be issued to your original payment method within 5–10 business days.

6. Contact Us

Xpress Services Limited, trading as SignStation
181 Forest Road, Ilford, Essex, IG6 3HZ
Company No. 09593357 | VAT No. GB 228824001
Email: hello@thesignstation.com
Phone: 01708 873248