Your right to cancel
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 calendar days from the day you receive the goods to cancel your order without giving any reason.
To cancel, simply email sales@ukonlinesigns.co.uk stating your order ID and that you wish to cancel. The 14-day clock starts on the day you (or someone you nominated) physically receives the goods.
Bespoke and made-to-order items
Items manufactured to your specific requirements — bespoke artwork, custom wording, non-standard sizes, your logo — are excluded from the 14-day cancellation right under the Regulations. Once we start manufacturing a bespoke order, it cannot be cancelled.
How to return an item
Items must be returned within 14 days of telling us you want to cancel. To return goods:
- Email us first at sales@ukonlinesigns.co.uk with your order ID.
- Pack the items securely in their original packaging.
- Send by tracked or signed-for post to the address below — we recommend tracked because the package must be signed for by Wootton Industries Limited.
Return address
UK Online Signs — Wootton Industries Limited
Stonecroft
Holme Hall Lane
Stainton
United Kingdom
S66 7RD
Condition of returned items
Items must be returned unused, undamaged, and in their original packaging. We reserve the right to deduct from your refund any reduction in value caused by handling beyond what was necessary to examine the goods.
If you return goods to us and you have not sent them by tracked post, we cannot accept responsibility for items getting lost.
Return postage
Return postage and packaging costs are the customer's responsibility unless the goods were faulty, damaged on arrival, or not what you ordered. In those cases we'll refund reasonable return postage too.
Getting your refund
Once we've received and inspected your returned goods, we'll process your refund within 14 days. Refunds are issued back to the same payment method you used to place the order (usually PayPal, which credits the original card or balance).
The refund will include the original delivery charge if you cancel the whole order within the 14-day cancellation period. If you keep some items and return others, the original delivery charge is not refunded.
Faulty or damaged goods
Under the Consumer Rights Act 2015, the goods we supply must be as described, of satisfactory quality, and fit for purpose. If your order arrives damaged, faulty, or not as described, please email us with photographs and your order ID — ideally within a few days of delivery, though your statutory rights are not limited to this. We'll arrange a free return and either a replacement or a full refund, including any delivery and reasonable return postage costs. This is in addition to, and does not affect, your 14-day right to cancel above.
Questions
If you have any further questions about returns, please email sales@ukonlinesigns.co.uk.
Last updated: May 2026