Refund policy

Refund Policy — Retail Sign Ltd

At Retail Sign, we are committed to delivering high-quality signage products and ensuring customer satisfaction. Please read our refund and return policy carefully before placing your order.

1. Custom-Made & Printed Products (Non-Refundable)

All custom-made and printed products are non-refundable once production has commenced. This includes but is not limited to:

Custom banners and PVC banners
Printed signs and ACM signboards
Custom stickers and labels
Acrylic letters and 3D signage
Neon signs and LED lightbox signs
Pull up banners and display stands with custom printing
Mesh banners, corflute signs, and any item produced to your specifications

These products are uniquely produced to your design, size, and specifications and cannot be resold or reused by others. It is the customer's responsibility to review and approve all artwork, dimensions, and specifications before confirming the order for production. Once production begins, we are unable to accept cancellations or refund requests for change of mind.

2. Standard Stock Items

For standard, non-customised stock items (such as blank frames, hardware components, or standard accessories), we may accept returns within 7 days of delivery, provided that:

The item is unused and in its original condition
The item is in its original packaging
You have proof of purchase
You contact us prior to returning the item

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly supplied. We recommend using a tracked courier service for returns, as we are not responsible for items lost in transit.

3. Damaged, Defective or Incorrect Items

We take quality seriously. If your order arrives damaged, defective, or does not match what you ordered, please contact us within 48 hours of delivery with the following:

Your order number
A clear description of the issue
Photos showing the damage, defect, or incorrect item

We will assess your claim promptly and, where applicable, arrange a replacement, reprint, or full refund at no cost to you. Claims made after 48 hours of delivery may not be accepted.

4. Refund Processing

Once your return or claim is approved:

Refunds will be processed to your original payment method within 10 business days
Please allow additional time for your bank or card provider to process and post the refund
If more than 15 business days have passed since your refund was approved, please contact us at info@retailsign.co.nz

5. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded under any circumstances:

Any customised or printed products once production has commenced
Items that have been installed, used, or altered
Items returned without prior written authorisation from Retail Sign
Orders where incorrect information (e.g. wrong size, artwork errors) was approved by the customer before production

6. Order Cancellations

If you wish to cancel an order, please contact us immediately at info@retailsign.co.nz. Cancellations may be accepted if production has not yet commenced. Once production begins, cancellations cannot be accepted and no refund will be issued.

7. Contact Us

For any refund or return enquiries, please contact our team:

📧 Email: info@retailsign.co.nz Phone: 09-390-2661 Address: 32 Progressive Way, East Tamaki, Auckland 2019, New Zealand

Business Hours: Monday – Friday, 9:00am – 5:00pm

Refund policy

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