Refund policy

 

Returns & Refunds Policy

Last updated: 29 August 2026

At Proactive Graphics, we want you to be happy with your order. This policy explains when returns, refunds and cancellations are available.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Standard Products

For standard, non-personalised products purchased online, you may have the right to cancel your order within 14 days of receiving it, in accordance with the Consumer Contracts Regulations 2013.

If you cancel an eligible order, you must let us know within the required cancellation period.

You will then normally have a further 14 days to return the goods.

Returned goods should be unused and in their original condition, where reasonably possible.

You are responsible for the cost of returning goods unless the item is faulty, damaged or not as described.

2. Custom, Personalised and Made-to-Order Products

Many of the products supplied by Proactive Graphics are made specifically to your requirements.

This includes, but is not limited to:

  • Personalised vinyl labels

  • Custom stickers

  • Custom printed stickers

  • Vehicle graphics

  • DIY vehicle graphics kits

  • Bespoke signage

  • Custom artwork and design work

The usual 14-day cancellation right does not apply to goods made to your specifications or clearly personalised, where the law allows this exception.

Once production has started, we may therefore be unable to accept cancellation or provide a refund simply because you have changed your mind.

If you need to cancel a custom order, please contact us as soon as possible. If production has not yet started, we will do our best to accommodate your request.

3. Faulty, Damaged or Incorrect Products

If your order arrives faulty, damaged or not as described, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the problem

  • Photographs of the product and packaging where appropriate

We will assess the issue and, where appropriate, offer a repair, replacement, refund or other remedy in accordance with your statutory rights.

We will not ask you to pay return postage for a product that is faulty, damaged or incorrectly supplied where we are responsible for the issue.

4. Incorrect Measurements or Information

For personalised products, you are responsible for checking that the information and measurements provided when ordering are correct.

This includes:

  • Names

  • Text

  • Spelling

  • Sizes

  • Measurements

  • Vehicle details

  • Delivery addresses

  • Other personalised information

We cannot normally offer a refund or replacement where a product has been produced correctly according to the information supplied by you but that information was incorrect.

If we have made an error when producing your order, please contact us and we will work with you to resolve the issue.

5. Artwork Approval

Where we provide an artwork proof, you are responsible for checking the proof carefully before approving it.

Once artwork has been approved, we cannot normally accept responsibility for errors that were clearly shown on the approved proof.

If we have made an error that was not present in the approved artwork, please contact us so that we can investigate and, where appropriate, provide a suitable remedy.

6. DIY Vehicle Graphics Kits

DIY vehicle graphics kits are supplied for self-installation.

Designed and produced by us and fitted by you.

Once you have received your kit, you should check the contents and inspect the graphics before beginning installation.

We cannot accept responsibility for damage caused by:

  • Incorrect installation

  • Incorrect surface preparation

  • Application to an unsuitable surface

  • Incorrect application conditions

  • Failure to follow the supplied installation instructions

  • Damage caused during installation

If the graphics themselves are faulty or incorrectly produced, please contact us before attempting to install them so that we can assess the issue.

7. How to Request a Return or Refund

If you believe you are entitled to a return, refund or other remedy, please contact us:

Email: studio@proactivegraphics.co.uk

Please include your order number and a description of the reason for your request.

We will review your request and let you know what information or action is required.

Please do not return an item without contacting us first.

8. Refunds

Where a refund is agreed, it will normally be made using the original payment method.

Refunds will be processed within the timeframe required by applicable consumer law.

Where an eligible order is cancelled under the Consumer Contracts Regulations, we may be entitled to deduct an amount reflecting any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.

9. Return Postage

For eligible change-of-mind returns, the customer is normally responsible for the cost of returning the goods.

Where an item is faulty, damaged, incorrect or not as described, Proactive Graphics will cover reasonable return costs where we are responsible for the issue.

10. Exchanges

If you would prefer an exchange rather than a refund, please contact us.

Exchanges may be available for standard products but may not be possible for personalised or made-to-order products.

11. Contact Us

If you have any questions about our Returns & Refunds Policy, please contact:

Proactive Graphics
Email: studio@proactivegraphics.co.uk
Essex, United Kingdom

Graphic Design • Signage • Vehicle Graphics • Stickers