If something is wrong, we remake it.

• ReturnsAccepted for damaged, faulty or incorrect items, within 30 days of delivery
• Sending it backNot needed. Keep the original
• Cost to youNone
• ExchangesNot offered. Each sign is cut to the wording, shape and finish you chose
• Changed your mindFull refund if the order has not gone into production

Something Arrived Wrong

Email [email protected] within 30 days of delivery with your order reference and a photo of the problem. A photo settles it quickly, and without one we may not be able to put it right.

We will remake the sign and ship it at no cost to you. Keep the original. There is nothing to post back and nothing to pay.

This covers damage in transit, a fault in the cut or the powder coat, the wrong wording, shape, finish or size, and orders that never arrive. After 30 days we can no longer replace an order, so tell us as soon as you notice.

What Is Not a Fault

Powder coat is a physical paint on steel, and the swatches on the product page are screen approximations of it. A finish that reads slightly warmer or cooler in your light than it did on your monitor is normal and is not something we can remake for. Chips, bare patches, runs and rust are faults, and those we will.

Signs are made for indoor walls and covered outdoor spaces. Steel left in standing water or full weather will eventually mark whatever the coating, so damage from exposure is not covered.

You Changed Your Mind

Message us straight away and we will stop it if we can. If the order has not gone into production we will cancel it and refund you in full. Production can begin within hours, so the sooner you write the better the chance of catching it.

Once a sign is in production we cannot cancel or refund it. A family name sign carries a surname and cannot be sold to anyone else, which is also why personalized items are exempt from the usual online cooling-off period.

Refunds

We refund canceled orders that had not started production. For anything else our answer is a remake, because that is what actually fixes a sign someone is waiting on.

Where a remake genuinely will not solve it, for instance if a sign bought for a wedding can no longer arrive in time, write to us and say so. We would rather hear from you than have you disappointed.

Getting Hold of Us

[email protected]. Quote the order reference from your confirmation email, which looks like MSD-XXXXXXXXXX. We answer every message we receive.