Overview
Due to the custom nature of all of our products, The Retractable Banner Shop (RBS) does not accept returns under any circumstances, except for cases where the fault is manufacturing defect made by RBS team, in which you have 4 business days within receipt of the item in question to send us an email to sales@theretractablebanner.shop. Please send us an email so that we can have documentation of when you have initiated a return/refund request. Once we receive your request, we will reply within 1 business day.
If the product fails or breaks due to a manufacturing defect during that time, you agree to take a photograph of the failed or broken product and send the photograph or the original failed or broken product to RBS. Upon receipt of the product or the photograph, RBS will send a replacement of the product, issue a store credit, or will issue a refund via the original payment method for the purchase value of the failed or broken product(s). RBS credit can be used on the theretractablebanner.shop website for any purchase.
RBS does not guarantee or warrant that its products will work for any intended purpose or in any set of conditions. You agree that the determination of whether a products failure or breakage is due to a manufacturing defect is within the sole discretion of RBS. You further agree to provide full and complete information regarding the circumstances of the failure or breakage, including but not limited to the use of the product, the conditions the product was in, and any other information useful to an informed determination by RBS as to the cause of the failure or breakage.
What is our reasoning behind this?
It costs money to return products back to us, and in 99% of cases, the returned items go directly into the trash bin. We promise our customers the highest quality products, and this means that signs are made when ordered. We do not keep returned items in stock to resell to other customers. We wouldn’t do that to you; we certainly wouldn’t do that to others.
However, we want to ensure that you are completely satisfied with your purchase experience, customer service, and the final item.
Instead of accepting returns, we offer various levels of refunds or replacements to meet your expectation.
Additional non-returnable items:
General Refund Policy
We strive to provide industry leading turn-around times on all of our products. We aim to ship out ordered and paid goods within 48 hours of payment receipt and/or proof approval. Of course, this period is dependent on the quantity ordered. However, we will be fair in letting you know when it will be processed and shipped.
Cancel Request
If you have changed your mind and wish to cancel the purchase, we offer different levels of refunds depending on when the cancel request was made.
If the cancel request was made:
- before the required/ requested proof was sent* – we will offer a 100% refund
- after the proof was sent but before it was approved – we will offer a 85% refund
- after proof was sent and approved by you but before the actual item is created – we will offer a 80% refund
- after the actual has gone into production – we will offer a 40% refund
We will refund your particular amount back to your credit card or PayPal account that was used to make the purchase within 5 business days of your cancellation request.
Item Defects
On any of our items that are custom-made to your specifications, the only refund or replacements that we offer is if there is a mistake on our end. We will request that you send us a photograph of the received item and we will compare it to the proof that was approved.
If there was not a proof sent and approved by you, we will take a look at the text that was sent to us and see if there are any discrepancies.
If the item is a standard item with no customization, we will ask you to send us an image of the received item and we will compare it to the actual product image. If there are any discrepancies, we will offer a full refund or send out a replacement.
Design Center DIY Orders
If you purchase through our Do-It-Yourself Online Design Center, please note that we will ship out items exactly as they are designed by you. Any typographical errors must be checked by you before submitting the order, as we will not be responsible for spell checking your design, unless you have asked for a design proof.
Need help?
Contact us at sales@theretractablebanner.shop for questions related to refunds and returns.