Refund policy

Generic Refund Policy
As a general rule, we will add a Credit Vouchers to your account and not provide a refund as our products are made to order and many products are not eligible.

Order Cancelation by you - for all or part of an order (if applicable)
A £50 Admin Fee is deducted from all Cancelled Orders, plus any dispute fees  (if applicable)
This is to cover any admin or design time used on the order.
We understand that sometimes things change and you may want to cancel your order.
Cancellations must be made by the person on the order and must be in writing by email.
It is only possible for you to cancel an order if you have not yet approved a proof, once this has been approved we are not able to cancel the order or offer a Credit Voucher.

If a proof has not been approved, changing to a new product may be made free of charge upto the same value, any difference in cost will need to be paid when changing the order.

However, if you are unable to find a suitable alternative product, a Credit Voucher for the value of the order will be added to your account. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.

If you find a different product that is for less than the value of your original order, A credit voucher will be provided for the difference.

Design Work Carried Out:

Any designs that have had artwork completed, including a PDF proof, designs being redrawn, mock ups or any other artwork designs will be reduced from any order amount or credit. The price of this design time is determined by our sales team based on how much time has been used. The minimum design cost is £20 + VAT

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t accept a return or offer you a credit voucher. Any custom product that has been approved by Proof either by phone or email is not eligible for any of the above either.

Any errors in any proof, mock up or visual or drawing of any kind provided that has been approved by the client is also not subject to a Credit Voucher.

To be eligible for a return, your item must be a standard product that has not been customised in length, or in design in any way. It must be returned unused and in the same condition that you received it and be edible for resale. It must also be in the original packaging.
Any tools or fitting items such as a squeegee are exempt from a credit voucher.
This rules our 98% of our products.

Several types of goods are exempt from being returned. Custom items that have been printed, cut or fabricated to order are not able to be be be returned. Items that are no longer required due to them not arriving in time as a result of either the client delaying approving the designs, or delaying payment, or should a delivery provider not complete delivery on time, such items are not able to be returned for a credit voucher.

Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
Tools such as Squeegees or other installation tools.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds or credit notes are granted: (if applicable)
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 30 days after delivery. This is the discretion of Hyper Creative to choose if any amount is able to be refunded or applied as a credit note.

Custom Items (if applicable)

We offer a lot of custom items, signs, printed products, fabric products and more. These items are made to order and are only made once you confirm the order or design. These items in most cases are not able to be resold due to their custom nature, not do we have the capacity to list 'used' items for sale. Therefore upon approving the proof, design, visual, drawing or any other form of approval including confirming an order, regardless of whether any item has been created, a credit voucher or return is not possible.

A custom item is deemed to be any product that is not wholly and completely sold as per the original manufacturer.

For example, any material that has been ordered to size, customised in any way, printed, cut, fabricated or designed.
This includes but is not limited to: Signs, printed graphics, wallpaper, wall coverings, any material that is cut to length, any materials that have been ordered in specifically for your job/order, rigid media, banners, flags, fabric products, and many more.

Refunds (if applicable)
As most of our products are custom items, they are not eligible for a refund, however a Credit Voucher may be applied to your account if we have not started the production of your items.

In the event of us agreeing a refund over email for a special case - see below.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days and the funds may take several days to be returned in addition to any card or banking institution applying their timeframes.

Cancelling by you - for all or part of an order (if applicable)
We understand that sometimes things change and you may want to cancel your order.
Cancellations must be made by the person on the order and must be in writing by email.

Changing to a new product may be made free of charge.
However, if you are unable to find a suitable alternative, a Credit Voucher for the value of the order will be added to your account. Credit Vouchers will be valid for 6 months from the date of issue and cannot be extended.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at
hello@hyper-creative.co.uk

Restocking Charges(if applicable)

There may be a restocking fee deducted from any refund or credit voucher.

Sale items (if applicable)
Only regular priced items may be refunded or given a credit voucher, unfortunately sale items cannot be refunded, but we may apply a credit voucher for the order amount.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@hyper-creative.co.uk and send your item to the address we confirm on email with you.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will found out about your return.

Shipping
Most of our products are not eligible for return as they are custom items. In the event we allow a return - see below. To return your product, you should mail your product to the address we confirm on email. As different products may need to be returned to different locations. Do not ship your item without checking with our team first.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund or Credit Voucher, the cost of return shipping will be deducted.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Consider using a shipping method which is insured as any damage incurred during the postage process remains the clients responsibility. We don’t guarantee that we will receive your returned item and if we do not receive it, we are not able to continue with your refund, credit voucher or return.

We also recommend taking several photos of the product and it's packaging before you send it, so you can have proof of the condition of the product before sending back to us.

Hyper Creative reserve the right to provide a credit or gift voucher instead of a refund or replacement item in any circumstance it deems necessary.

Looking after your product
It is the clients responsibility to maintain the products they have bought from the moment they arrive onwards they are the clients responsibility. This includes once packages are signed for, if they have not been reported as damaged, then the client is responsible for any damage to the product from that point.

Please see terms and conditions or ask our team for O&M's for the products you have bought.

Failed Deliveries

Sometimes there are additional cost from some courier for:
Residential addresses, Failed Deliveries, Change of address or incorrect address info to name a few.
This list is not exhaustive - and any additional cost incurred to deliver the items will need to be paid by the client.

Damaged Goods:

Duties, Taxes & Shipping

Some of the products we sell, including LED signs, Neon Signs and metal built up signage are imported and may be subject to Import Taxes and Duties.
These are the responsibility of the customer to pay and failure to pay on time - may result in an item being returned to the sender. This may incur additional costs, and also may mean you need to pay again to have items posted back out at your cost. We do not cover the cost of these duties and taxes or for any failed deliveries.

Lost Items by Couriers

On some rare occasions a couriers have been known to lose or damage packages. Depending on the courier and their standard insurance given for packages - This may not cover the cost of remaking a sign. There are instances where couriers have refused to pay out due to address issues and for other reasons. Hyper Creative Ltd cannot be responsible or liable for any additional cost over the insured value of the items - and if the courier doesn't pay out - then we are not able to cover the cost of remaking the items.