Use the table of contents to quickly jump to a specific section!
Table of contents
Overview
Our returns and refund policy lasts 60 days. If 60 days have passed since your purchase, we can’t offer you an exchange or full refund.
To be eligible for a return, your item(s) must be unused and in the same condition that you received it.
If your order has arrived free from damage and as described you will be responsible for paying any shipping costs to return your item(s).
We do not offer refunds for improper fitting. If you are not sure about installing stickers or Sunstrips please see our how to fit guide or contact your local signwriter/professional for assistance.
*Customised/Personalised item(s) are exempt from being returned as well as Gift cards and Store credit.
To complete your return, we will require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 60 days after purchase.
Returns & Exchanges
If your order has arrived damaged or not as described we would ask you to take clear photographs as soon as possible showing any damage to the item(s) or packaging for the order and then Contact us. Provide your order number and a brief description of the issue. We may be able to resolve this without needing you to return any item(s).
If your order has arrived free from damage and as described you can Contact us to request a return in exchange for another item or a refund. This must be done within 60 days of the purchase. Once we have approved your return please proceed with the steps below.
You will be responsible for paying any shipping costs to return your item(s). If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item(s).
1. let us know it’s a return
Once we’ve approved your return, on the packing slip that came with your order please write, “Return for refund/exchange” at the top and include that with your return.
If you don’t have the packing slip please include a note with the same “Return for refund/exchange” as well as your name, order number and email address.
2. Package your items(s)
Use the package the item(s) came in. If that’s not possible, try your best to package the item(s) safely and securely. Do not fold any stickers or decals to make them fit in a package. You should roll long stickers up with the vinyl showing on the outside.
*Customers from outside of the UK should mark the outside of the package with ‘RETURNED GOODS FAILED SALE’.
3. Address your package
The packing slip included with your order has our return address on a sticky label at the top left. You can attach that to the outside of the package for the address label. Also remove or cover any existing labels.
If you don’t have the packing slip you can write this address to the outside of the package.
4. Ship your return
You can choose whichever delivery company you would like to ship your return back to us. We recommend Royal Mail. Make sure to get some form of proof of postage.
Then get in touch and let us know you have sent your return as well as the service used so we know when to expect it.
5. We’ll receive your return
We will inspect your return, if it is in original condition we will begin the exchange or refund process. Refunds will be processed back to your original payment method.
6. We’ll notify you
We’ll notify you of the approval or rejection of your return via email. This may include confirmation that your exchange is on it’s way or that your refund has been issued etc.
Return address
If you don’t have access to the pre-printed return address label you can write the following address to the outside of the package:
Returns
Decaliber
9 Clanmaghery Road
Ballyward
Castlewellan, Down
BT31 9RR
United Kingdom
Refunds
If you are approved for a refund, then it will be processed shortly after, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The time this takes depends on the bank or card company involved.
Late or missing refunds
Our refunds are issued via Stripe or PayPal. Depending on which payment method / gateway you used during checkout.
For Stripe refunds, which includes Apple Pay, Google Pay and any cards not used via the PayPal gateway please see the following:
Stripe submits refunds to your bank immediately. Depending on the bank’s processing time, it can take anywhere from 5-10 business days to show up on your bank account.
In some cases, the refund might be processed as a reversal, meaning the original payment will disappear from the account statement entirely and the balance will reflect as though the charge never occurred.
If you do not see the refund after ten business days and are still seeing the original charge on your bank statement, you should reach out to your bank for more information.
For PayPal refunds, which includes any cards used via the PayPal gateway please see the following:
If you paid with a credit card, the money is refunded to your card. If the card you paid with is closed or invalid, the money will still be refunded to your credit card account.
If you paid with your bank or PayPal account balance, the money is refunded to your PayPal account. After you have received the refund, you can withdraw money from your PayPal balance to your bank account.
If you paid using a credit card and your PayPal account balance, the amount paid by credit card is refunded to your card. The remaining amount is refunded to your PayPal account.
If you paid using PayPal Credit, the amount is refunded to your PayPal Credit account.
If you paid with a debit card, the amount is refunded to your debit card. If the refund cannot be applied to your debit card, it will be applied to your PayPal balance.
Refunds to credit or debit cards can take up to 30 days depending on the card company involved.
If there is still any issues after the prior mentioned time, please do not hesitate to Contact Us. We will work with Stripe and/or PayPal to make sure you get your refund.
Need more help?
Not to worry! Get in touch with us through our Contact page or by filling out the contact form at the bottom of any page on our website with any questions or support you need and we will try our best to help!
