Refund policy

Return and Refund Policy

Returns

We have a 14-day return policy. This means you must request a return within 14 calendar days of receiving your order.

To be eligible for a return, the item must be unused, undamaged, and in the same condition in which it was received. It must include all original components, accessories, documentation, tags, and packaging. You must also provide a receipt or other proof of purchase.

Approved returns are subject to a 25% restocking fee, which will be deducted from the refund amount. The restocking fee does not apply to items confirmed by us to be defective, damaged before delivery, or incorrectly shipped.

We reserve the right to reduce or refuse a refund if the returned item is used, damaged, incomplete, improperly packaged, or otherwise not returned in its original condition.

Starting a Return

To request a return, contact us at tools@signmakertool.ca.

If your return is accepted, we will provide instructions explaining how and where to send your package. Return shipping labels are not provided unless we confirm that the return is required because of our error or a qualifying product defect.

Items returned without prior authorization will not be accepted.

Once a return is authorized, the item must be shipped within 10 calendar days. Return authorization does not guarantee a refund. All returned items are subject to inspection.

Return Shipping

All return shipping costs, arrangements, insurance, customs documentation, and carrier selection are the sole responsibility of the customer unless we confirm otherwise in writing.

All returns must be sent using a trackable shipping service. We strongly recommend purchasing shipping insurance and keeping the tracking number and shipping receipt until the return has been fully processed.

The customer remains responsible for the returned item until it is delivered to us. We are not responsible for returns that are lost, delayed, damaged, misdirected, or deemed undeliverable during return transit.

Packages sent cash on delivery or with charges payable by Sign Maker Tools will not be accepted.

Original Shipping Charges

Original shipping and handling charges are non-refundable unless we confirm that the order was incorrectly shipped or that the item arrived defective or damaged due to circumstances for which we are responsible.

If an order qualified for free or discounted shipping, our actual outbound shipping cost may be deducted from the refund.

U.S. Duties and Import Fees

All customs duties, tariffs, import taxes, brokerage fees, carrier disbursement fees, and other import-related charges associated with orders shipped to the United States are non-refundable by Sign Maker Tools.

This applies when an order is returned, refused, unclaimed, cancelled after shipment, or deemed undeliverable.

Any request for a refund or adjustment of duties, taxes, brokerage fees, or other import charges must be made directly by the customer to the applicable customs authority, carrier, broker, or organization that collected the charge. Sign Maker Tools does not guarantee that any refund or adjustment will be available.

Any duties, taxes, brokerage fees, return shipping charges, or other costs charged to Sign Maker Tools because of a refused, unclaimed, or returned shipment may be deducted from the customer’s refund.

Order Cancellations

By placing an order, the customer agrees to the following cancellation terms.

Before Fulfillment

A cancellation request may be submitted before the order enters fulfillment.

If approved, the refund will be subject to a 6% cancellation fee calculated on the total order amount. This fee covers payment-processing, administrative, and order-handling costs associated with the cancelled transaction.

Cancellation requests are not guaranteed because orders may enter fulfillment shortly after being placed.

After Fulfillment Begins

Once an order has entered fulfillment, been prepared for shipment, or been shipped, it cannot be cancelled.

The customer may request a return after receiving the order, subject to the terms of this Return and Refund Policy.

Cancellation eligibility will be determined based on the documented fulfillment status of the order at the time the cancellation request is received.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

Contact us promptly if an item arrives damaged, appears defective, or is not the item you ordered. Include your order number, a description of the issue, and clear photographs or video showing the product, packaging, shipping label, and damage or defect.

Do not use, alter, repair, install, or dispose of the item before receiving instructions from us.

We will evaluate the claim and provide an appropriate resolution if the issue is verified.

Damage caused by misuse, improper installation, incorrect storage, normal wear and tear, unauthorized modification, failure to follow product instructions, or use outside the product’s intended purpose is not considered a manufacturing defect.

Non-Returnable Items

The following items cannot be returned unless they arrived defective, damaged, or incorrectly supplied:

Custom-made, personalized, modified, or special-order products
Clearance, final-sale, or discontinued products identified as such before purchase
Gift cards
Used, installed, altered, damaged, or incomplete products
Products missing original components, accessories, documentation, tags, or packaging
Products that cannot be resold for health, safety, or hygiene reasons

Exchanges

We do not process direct exchanges.

To obtain a different product, request a return for the original item. Once the return is authorized, you may place a separate order for the replacement product.

The original return remains subject to the eligibility requirements, return shipping costs, and restocking fee described in this policy.

Refunds

We will notify you after receiving and inspecting your return and will let you know whether the refund has been approved, partially approved, or declined.

Approved refunds will be issued only to the original payment method used at checkout. Refunds cannot be issued to a different card, account, or payment method.

Applicable restocking fees, original shipping costs, duties, taxes, brokerage fees, return shipping charges, missing-item costs, damage deductions, and other amounts permitted under this policy may be deducted from the refund.

After a refund is issued, your bank, credit-card provider, or payment processor may require additional time to process and post it.

Currency-conversion charges and differences caused by exchange-rate fluctuations are non-refundable.

For questions regarding returns or refunds, contact us at tools@signmakertool.ca.