Return Policy
Please read our return policy carefully before requesting a return or attempting to return your product/order directly to Only Cool Sign.
Please contact us for information on how to send an item back to us. All items sent to return must be authorized by our customer service team. We reserve the right to not accept any unauthorized returns.
Due to the nature of our services and products, all customisable orders are not refundable once the order is processed.
For all exchanges or refunds within 7 days, the goods must be returned in their original packaging materials, cartons, and boxes unless specifically advised, and they must be complete with all parts and accessories, in a resellable and brand new condition, and in their original layout. We reserve the right to reject any returned items which do not meet our return requirements.
In the case of faulty or damaged goods, you must return the goods in unused and in the original package to us. We reserve the right to rectify defective work by reprinting or crediting your account if we deem a refund should be made. We will not replace the order if it is determined by us that the goods were misused or mishandled by you.
Any claims for defects, damages or partial loss of goods in transit must be made in writing to us within 48 hours and 2 clear days of delivery or, in the case of non-delivery within 28 days of dispatch of the goods.
Goods that have been assembled, used, altered, or not in the original packaging will not be accepted for a full refund, under this circumstance, a 20% restocking fee will be applied and this will be deducted from your refund. Goods that have been assembled are only accepted for return subject to inspection.
Please hold onto all packaging until the issue is resolved. Our couriers are not able to collect fully or partly assembled products and return them to us. Any product returned to us must be transported in a suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by our courier companies.
For goods to be accepted for a full refund, they must be returned in the original packaging, and both the goods and packaging must be in resellable condition.
It is the buyer’s responsibility to ensure that the return of faulty goods is adequately packaged in order to ensure that they are not damaged during return transit.
Unless goods are returned due to an incorrect description or they are faulty or defective on arrival, or damaged in transit (within 7 days of delivery), goods must be returned at the buyer’s expense using a registered post.
All returned parcels must be sent via registered track and trace post as we cannot be responsible for items that are lost or damaged in the mail on the way back to us.
Cancellation
For all standard, non-customised orders, your order can be cancelled at no cost to you if cancelled prior to shipping.
Once your order has shipped a cancelled order will be subject to the same conditions as a returned order. You will incur all freight costs and a restocking fee of 20%. This will be deducted from your refund.
For full-customised orders, the orders cannot be cancelled and are not refundable if the purchase order has been processed with our suppliers.
