Following an order, we recognise that there may be circumstances where you need to return a product to us. Our returns policy is based around a simple process to ensure that customer satisfaction is maintained. 

Returns

To qualify for a return, your item must be returned to us unused and in the same condition that you received it within 14 days.

The item for return must be re-packed carefully in the original packaging, which is product-specific and has been carefully selected to protect your item. You will need to pay for your own shipping costs in connection with returning your item. Shipping costs are non-refundable and therefore should you receive a refund, the cost of return shipping will be deducted from any refund.

Returns procedure

Under the Consumer Contracts Regulations 2013, you are entitled to a full refund (via the original payment method). In order to benefit from your rights under this returns policy, you must notify us in writing within 7 days of receipt that you wish to cancel your order.

Notifications must be made, along with your reason for your intention to return, as follows:
By e-mail to sales@adverset.co.uk
By post to: Adverset Media Solutions, Media House, Mountside Park, Queen Margaret’s Road, Scarborough, North Yorkshire, YO11 2RH.

The item for return must be unused and in a condition enabling us to sell the product as new and a courier or postal service fit for purpose must be used.

Exclusions

The following kinds of products may not be returned under this policy unless they are faulty or damaged:

a)    BESPOKE ITEMS that are custom produced to a customer’s specific requirements. This includes products that are made to a custom size or that include a customer’s specific artwork. If your product is bespoke but not as ordered, or the quality is not up to standard, we will replace the item - but no refund will be offered.

b)    RECONDITIONED GOODS including graphical modifications to an area/part of an existing product, whether purchased from a third-party or adverset display.

Damages

There could be certain occasions which are out of our control, due to transport logistics  where our products could arrive damaged. If this is the case please ensure that you notify us immediately on receipt of the goods, as we will need to report any damages with our courier or transport service within 24 hours.

Please take photographs showing any damaged parcel issues before and after opening. Should the pictures show legitimate damage, our goods will be collected and replaced with a like-for-like product. Please therefore be sure to reseal the packaging in the best condition possible and as close to the original packaging method as possible. Please note, our courier/transport representative may wish to discuss or view the damaged goods with you before it is collected for insurance purposes. Please therefore ensure wherever possible, that the person who received the goods is around to present the information.

Refunds

You will be entitled to a refund for the full price of any product which is returned by you, as instructed and in accordance with the terms of this returns policy.

The refund will include the original delivery charges and costs of returning the product to us if the product is faulty, but should you be returning the product to us for any other reason, the original delivery charges and costs of returning the product to us will be excluded from the refund.

Please note no refunds will be given until all products are received, checked and proved to be faulty.

Once your return has been received intact and fully inspected, we will confirm this by e-mail, along with notification of an approval or rejection of your refund claim.

Should you receive an approval, then your refund will be processed, and a credit will be applied to the original transaction card with which you made the payment, within 24 hours of the approval.