Refund policy

1. Overview

This policy sets out your rights when buying from Box Three Studio Ltd trading as Site Sign Direct ("we", "us", "our") and how to return items. It does not affect your statutory rights under UK consumer law.

2. Custom and personalised items

Many of our products are made to order or personalised to your specification (for example, bespoke signage and printed goods). Under the Consumer Contracts Regulations 2013, custom-made or personalised items are exempt from the standard 14-day right to cancel, and cannot be returned or refunded for change of mind. This exemption does not apply if the item is faulty, damaged, or not as described — see section 5.

3. Standard stock items — right to cancel

For non-custom, standard stock products, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason. To cancel, contact us at sales@sitesigndirect.co.uk within this period. Once you've told us you wish to cancel, you have a further 14 days to return the item.

4. Condition of returned stock items

Returned stock items must be unused, in their original condition, and in the original packaging where possible. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods.

5. Faulty, damaged, or incorrect items

If an item is faulty, damaged in transit, or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015. This applies to custom items too. Please contact us at sales@sitesigndirect.co.uk within 14 days of receiving the goods, with your order number and photos of the issue where relevant. We will cover return postage costs for faulty, damaged, or incorrect items.

6. Return shipping costs

Except where an item is faulty, damaged, or incorrect (section 5), you are responsible for the cost of returning items to us. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 14 days. Refunds for cancelled stock orders include standard outbound delivery costs, but not any premium delivery upgrade you chose.

8. How to return an item

Contact us first at sales@sitesigndirect.co.uk / 01386 898463 to arrange your return. Please send items to:

Box Three Studio Ltd t/a Site Sign Direct
Unit 4, Crab Apple Court
Vale Business Park
Evesham
Worcestershire
WR11 1AE

9. Contact

Box Three Studio Ltd t/a Site Sign Direct
Unit 4, Crab Apple Court
Vale Business Park
Evesham
Worcestershire
WR11 1AE

sales@sitesigndirect.co.uk

Company registration number: 8266362