Refund policy

We offer a voluntary 30-day return period. This means you have 30 days after receiving your item to request a return.

To request a return, email signalhousemediagroup@gmail.com with your order number and reason for return. Do not send an item back until we provide return instructions and the correct return address. Items returned without authorisation may not be accepted.

Voluntary returns

To qualify for a voluntary return after the statutory cancellation period, the item must be unused, unworn and in its original condition and packaging, with any tags, accessories and proof of purchase included.

Unless the item is faulty, damaged, incorrect or we agree otherwise, you are responsible for the direct cost of returning it.

UK 14-day cancellation right

UK customers may cancel most online purchases within 14 days after the day the goods are received, without giving a reason. After notifying us of cancellation, you must return the goods within a further 14 days.

You may inspect an item as you would in a shop. We may reduce the refund if handling beyond what is reasonably necessary has diminished the item’s value.

If you cancel under this statutory right, we will refund the purchase price and the cost of our least expensive standard delivery option. Additional charges for an upgraded delivery method are not refundable.

Damaged, faulty or incorrect items

Inspect your order after delivery and contact us promptly if it is faulty, damaged, not as described or if you received the wrong item. Include your order number and photographs where appropriate.

Where goods are faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with UK consumer law. Your statutory rights are not affected by this policy.

Exceptions

The statutory cancellation right may not apply to:

  • Personalised or made-to-order goods

  • Perishable goods

  • Sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed

  • Other goods legally exempt from cancellation rights

Gift cards cannot normally be returned. Sale items remain covered by your statutory rights.

Exchanges

The quickest way to obtain a different item is normally to return the original item and place a separate order after the return has been accepted.

Refunds

We will notify you when the return has been received and inspected.

Eligible refunds will be issued to the original payment method within 14 days after we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first. Your bank or card provider may take additional time to display the refund.

Contact

For cancellations, returns or refund questions, email signalhousemediagroup@gmail.com.