Returns Policy

Applies to all purchases made via www.guildfordbanners.co.uk

At Guildford Banners, we pride ourselves on delivering top-quality printed products with friendly, reliable service. However, due to the personalised nature of our vinyl banners and custom prints, returns are limited and subject to the conditions below.

Please read this policy carefully before placing an order.

1. What Qualifies for a Return

We accept returns only if the item meets one of the following conditions:

• Visible print defects or production errors (e.g. misalignment, smudging)

• Incorrect size or product type not matching the approved order

• Missing finishing elements (eyelets, hems, pole pockets, etc.)

To Report an Issue:

• Notify us within 24 hours of receiving your order

• Email: support@guildfordbanners.co.uk

• Include your order number and clear photos (taken from approx. 2 metres away) that show the issue

Please note: We cannot process return requests without photographic evidence. All issues must be assessed and approved by our team before return authorisation is granted.

2. Packaging Damage at Delivery

If your parcel arrives with visibly damaged packaging, we strongly recommend refusing the delivery.

Accepting a damaged parcel confirms receipt in its delivered condition and may void any return claim based on external damage.

3. Return Shipping Costs

If your return is approved:

• Return postage is the customer’s responsibility

• We advise using a tracked courier service

• We are not liable for items lost or damaged during return shipping

Initial delivery charges are non-refundable unless the return is due to a confirmed production error or fault on our part.

4. Items That Cannot Be Returned

We cannot accept returns for:

• Items reported after the 24-hour window

• Approved artwork containing spelling, layout, or design errors

• Minor colour variations (within 10–15% tolerance)

• Courier-related delays outside our control

• Custom banners without any manufacturing faults

• Orders returned without prior authorisation

We reserve the right to refuse any return that does not meet these terms.

5. Our Review Process

Once we receive the returned item:

• If the fault is confirmed, we will offer a replacement or refund, based on your preference

• If no issue is found, we will return the item to you, and no refund or replacement will be issued

6. Need Help?

If you’re unsure whether your product qualifies for a return, or you need help with the process, reach out to our support team:

Email: support@guildfordbanners.co.uk

We aim to respond within 1 working day.

Please also refer to our Terms & Conditions, Privacy Policy, and Delivery Information for additional details on refunds, cancellations, and order expectations.