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Refund and Return Policy

Refund and Return Policy

Last Updated: 12th May 2025

At Expo Branding Direct Ltd, we want to ensure that you're completely satisfied with your purchase. Below is our refund and return policy, designed to comply with the Consumer Contracts Regulations 2013 and to provide you with clear guidance regarding cancellations, returns, and refunds.

Cancellations

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for goods within 14 calendar days from the day you receive the goods. If your order contains multiple items, your cancellation right extends to 14 calendar days from the day you receive the last item in the order.

If you wish to cancel your order, please contact us in writing by emailing expobrandingdirect@gmail.com within 14 calendar days of receiving your goods. You will then have a further 14 days to return the goods to us (please see the Returns Policy below for more details).

Important Note: Orders for made-to-order or bespoke items are exempt from cancellation, unless the items are faulty. Such products include, but are not limited to:

  • Custom printed products

  • Office screens

  • Display boards (except in-stock variations)

  • Notice boards

Returns

Faulty Goods

In the unlikely event that the goods you receive are faulty or have a manufacturing defect, please contact us within 30 days of receiving the goods. We will cover the cost of returning faulty goods and arrange for a replacement or a refund as per your preference.

Cancelled Orders

If you cancel your order within the required time frame, you must return the goods to us at your own expense within 14 days of cancellation. Once we receive the returned goods, we will reimburse the amount for the goods, excluding delivery charges, unless you are entitled to a refund for delivery costs under our policy.

We may apply a deduction from the reimbursement if the goods have been damaged or have depreciated due to unnecessary handling on your part.

Refunds will be processed no later than 14 days after we receive the goods back, or after you provide evidence of returning the goods (e.g., proof of postage), whichever occurs sooner.

Please note: Returned goods must be:

  • Sealed, unused, and in their original packaging

  • Not opened, used, or damaged

  • If the items have been used, opened, or damaged, we reserve the right to refuse a refund or exchange.

There may also be a restocking fee of up to 30% of the value of the returned goods. This fee does not include the delivery charge.

You are responsible for returning the goods to us safely. We cannot accept responsibility for any loss or damage that occurs during the return shipping process. If items are lost or damaged during transit, we reserve the right to not issue a refund for the affected items.

Manufactured to Order and Bespoke Items

Items that are manufactured to order, custom printed, or altered to your specification cannot be returned or exchanged unless they are faulty. Faulty goods must be reported to us within 24 hours of delivery. These items include:

  • Custom printed products

  • Office Screens (including Desk Screens, Partitions, Sneeze Screens, Social Distancing products, and those made with Perspex / Acrylic and Safety Glass)

  • Display Boards (except in-stock variations)

  • Notice Boards

Since these products are made to your specifications, they cannot be re-sold, and returns for these items are not accepted except for manufacturing defects. Please double-check your order's specifications, sizes, and colours before placing your order. We offer swatch books and fabric samples to assist in making the correct choice. For any assistance, please contact us at 01803 298010.

Refunds

If you are entitled to a refund, we will process the refund within 14 days of receiving the returned goods, or upon receipt of evidence that the goods have been returned (e.g., proof of postage).

  • Delivery Costs: If you return your entire order, we will refund the standard delivery cost, but not the express delivery charge. If you only return part of your order and keep the rest, the refund will only cover the items returned, and no delivery charge will be refunded.

If you need further clarification or assistance with returns, cancellations, or refunds, please feel free to contact us at expobrandingdirect@gmail.com.