Refund policy

Last updated: January 15, 2026

At Brand Builder Holdings T/A Make the Signs, many of our products are custom-made to your approved specifications. Our returns policy differs depending on whether the product is custom-made or held in stock.

Custom-Made Products

We do not accept returns or offer refunds for custom-made or personalised products unless the item is faulty, damaged or does not match the approved specification.

Customers are asked to review and approve all artwork, measurements, specifications and product details before production begins. This sign-off process is intended to ensure that the finished product is produced in line with the customer’s requirements.

Once a custom product has been approved and production has started, the order cannot normally be cancelled, returned or refunded.

In-Stock Products

In-stock products may be returned within 30 days of delivery, provided that:

  • The item is unused and in a resalable condition.
  • The item is returned in its original packaging or with equivalent protection and packaging.
  • The return is requested within 30 days of delivery.

Where possible, we can offer an exchange for a non-custom product, subject to the requested replacement product being available.

Please contact us before returning or exchanging an item so that we can confirm the return instructions.

Damaged, Faulty or Incorrect Items

Damaged, faulty or incorrect items must be reported to us within 48 hours of delivery using the contact details at the bottom of this policy.

When reporting an issue, please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product.
  • Clear photographs of the packaging and any visible damage.

Failure to report damage, faults or incorrect items within 48 hours may affect our ability to investigate or resolve the issue.

Return Postage

  • For non-faulty in-stock items, the customer is responsible for arranging and paying for the return postage.
  • For products confirmed as damaged, faulty or incorrect, we will pay the reasonable cost of return postage or arrange collection. Please contact info@makethesigns.co.uk.
  • Return postage must not be arranged at our expense without prior approval.

Packaging Returned Products

All returned products must be packaged securely in their original packaging or with equivalent protective packaging.

The customer may be responsible for any damage caused by inadequate return packaging where the item was not faulty or damaged when originally delivered.

Inspection and Refunds

All returned products will be inspected after they have been received.

Approved refunds will be processed within 20 business days following inspection of the returned products.

Refunds will normally be issued using the original payment method.

Original delivery charges and return postage costs for non-faulty items are not normally refundable.

Contact Us

If you would like to request a return or exchange, or report a damaged, faulty or incorrect item, please contact us:

Telephone: 01924 894996
Email: info@makethesigns.co.uk
Address: Brand Builder Holdings T/A Make the Signs, Ashleigh House, Beckbridge Road, Normanton, WF6 1TE