We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@britishmetalsigns.co.uk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@britishmetalsigns.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@britishmetalsigns.co.uk.

Returns and Refund Policy

We hope you are delighted with your order from The British Metal Signs Company. However, should there be a problem with your order or you need to arrange a return, please read the information below.

Standard, Non-Personalised Products

You have the right to cancel your order and return a standard, non-personalised product without giving a reason.

You must notify us that you wish to return the item within 14 days of receiving your order. Once you have notified us, you then have a further 14 days to return the item.

To request a return, please email:

info@britishmetalsigns.co.uk

Please include:

• Your name

• Your order number

• The product you wish to return

• The reason for the return, where applicable

We will then provide you with return instructions.

Returned items must be unused, undamaged and in their original condition. Customers may inspect an item as they would in a physical shop, but we may reduce the refund if the item has been handled beyond what is reasonably necessary and this has reduced its value.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the cost of returning it.

We strongly recommend using a tracked postal service, as we cannot be responsible for returned parcels that are lost or damaged in transit.

Please do not return an item without contacting us first.

Personalised and Custom-Made Products

We are unable to accept returns or offer refunds for products that have been personalised, customised or made specifically to your requirements simply because you have changed your mind.

This includes products featuring:

• Personalised names, dates or wording

• Custom colours, sizes or layouts

• Customer-supplied photographs or artwork

• Bespoke designs

• Any other customer-requested alteration

Please check all names, dates, spelling, punctuation, measurements and other personalised details carefully before placing your order.

Where a design proof is supplied, it is the customer’s responsibility to check and approve all details. Once a proof has been approved or production has started, changes may not be possible.

Personalised or custom-made products may still be refunded, repaired or replaced where they are faulty, damaged, not as described or have been produced differently from the approved order.

Order Cancellations

Standard, non-personalised orders may be cancelled before dispatch by contacting us as soon as possible.

Because our products are made to order and can enter production quickly, personalised or custom-made orders can only be cancelled before production has started.

Please contact us within one hour of placing a personalised or custom order if you need to make a change or request cancellation. We cannot guarantee that cancellation will be possible once production has begun.

Contacting us quickly does not affect your statutory rights where an item is faulty, damaged, incorrect or not as described.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us as soon as possible if your order:

• Arrives damaged

• Is faulty

• Is not as described

• Contains the wrong item

• Has been produced incorrectly

Please email info@britishmetalsigns.co.uk with:

• Your name and order number

• A description of the problem

• Clear photographs of the item

• Clear photographs of the packaging if the item was damaged in transit

• A photograph of the postage label where available

Please retain the product and all original packaging until we have reviewed the issue.

Where an item is confirmed as damaged, faulty or incorrectly supplied, we will offer an appropriate remedy, which may include a replacement, repair or refund.

We will cover reasonable return postage costs where we ask you to return a faulty, damaged or incorrect item.

Minor Variations

Colours may appear slightly different depending on screen settings, device displays and the material on which the design is printed.

Minor colour differences that are reasonably caused by screen or printing variations are not normally considered faults.

Because holes, edges and finishes may be completed as part of the manufacturing process, very small variations may occur between products. These variations do not affect the normal use of the product.

This does not affect your rights where an item is materially different from its description or approved design.

Return Condition

Customers are responsible for taking reasonable care of products while they are in their possession.

Please package returned items securely to prevent damage during transit. Where reasonably possible, use the original protective packaging.

We may reduce a refund to reflect any reduction in value caused by unnecessary handling, damage, marks, alterations or inadequate return packaging.

Refunds

Once we receive and inspect your return, we will confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned goods or receiving acceptable evidence that the goods have been sent back, whichever occurs first.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

For eligible cancellations, we will refund the price paid for the product and the cost of our least expensive standard delivery option.

If you selected a premium or expedited delivery service, the additional cost above our standard delivery charge will not normally be refunded.

Original delivery charges may not be refunded where only part of a multi-item order is returned and the original delivery charge would have been the same for the items retained.

Exchanges

We do not operate a direct exchange service for change-of-mind returns.

Where a standard, non-personalised product is eligible for return, please return it for a refund and place a new order for the replacement item.

Where an item is faulty, damaged or incorrectly supplied, we may arrange a replacement directly.

Sale and Promotional Items

Sale and promotional items have the same statutory rights as full-price products.

Standard, non-personalised sale items may be returned under the terms set out in this policy.

Personalised or custom-made sale items cannot be returned simply because the customer has changed their mind.

Return Address

Returns must be authorised before being sent.

Once your return has been approved, send it to:

The British Metal Signs Company
Unit M033
Maesbury Road
Oswestry
SY10 8GA
United Kingdom

Please include your name and order number inside the parcel.

Items returned without identification may take longer to process.

International Returns

Customers returning orders from outside the United Kingdom are responsible for return postage costs unless the item is faulty, damaged or incorrectly supplied.

Please clearly mark the customs declaration as:

“Returned goods – no commercial value”

We cannot accept responsibility for customs charges caused by an incorrectly completed return declaration.

Any customs duties, import taxes or local charges originally paid by the customer may need to be reclaimed from the relevant local authority and cannot always be refunded by us.

Undelivered or Returned Parcels

Customers are responsible for providing a complete and accurate delivery address.

Where an order is returned to us because:

• The address supplied was incorrect or incomplete

• Delivery was refused

• The parcel was not collected

• Delivery attempts were unsuccessful

we may ask the customer to pay an additional postage charge before the order is sent again.

Personalised and custom-made products returned as undeliverable will not normally qualify for a refund.

Your Statutory Rights

Nothing in this policy limits or excludes your rights under applicable consumer law.

You may be entitled to a repair, replacement, price reduction or refund where goods are faulty, not of satisfactory quality, not fit for purpose or not as described.

Contact Us

For questions about returns, refunds or an order, please contact:

Email: info@britishmetalsigns.co.uk
Telephone: 01691 682185

Please include your order number whenever contacting us.

Last updated: 23 July 2026