Returns & Cancellations

Though we hope you never have to return anything, we’ve set out a few returns & cancellations details below in case you do. This page should tell you all you need to know, but if it doesn’t, you can always give us a call and ask a question or two.

  • Simply give us a call and explain the problem
  • Remember to have your job number to hand – it will speed up the process.
  • We will look into the issue and aim to agree a resolution whilst you’re still on the line.
  • We’ll carry out the agreed action (if there is any to be taken)

Please note that some items cannot be cancelled or returned – there are further details below

  • Can I return a bespoke item if it’s not faulty?

    Ashby is a manufacturer of bespoke signage items so once we've made something specifically for you we can't really take it back (sorry).

  • Can I return an 'off the shelf' item if it’s not faulty?

    We're happy to take an 'off the shelf' item back less a 10% handling fee (provided it in its original packaging and condition). If you're not sure whether or not your item is bespoke give us a call and one of our sales team will be happy let you know.

  • What can I do if my item is faulty?

    Occasionally (but not very often) something goes wrong. When it does, and it is our fault, we will do everything we can to put it right. If something is our fault we'll repair the existing system or, if the item is beyond repair or rectification, supply a new one. Please don't be offended if we ask for photographs - these help us ensure the issue doesn't happen again.

  • What if the carrier has damaged my goods?

    Unfortunately carrier damage does happen. When it does it is very important that you let us know within 48 hours of receiving your goods and send us photos of the problem. Once you've let us know we'll ask you if you are able to repair or rework the goods. If you can, we might offer you a discount or see if we can help in any other way. If not we'll pick the goods up and either rework them or supply a new system (free of charge).

  • I received my goods a couple of weeks ago and have just noticed damage, what can I do?

    We allow 48 hours to check your goods in and report any fault or damage. After this time we will be unable to refund or repair the goods free of charge.

  • Why do you send me an order confirmation?

    We'll always make exactly what's on the order confirmation so it is absolutely crucial you read it. If there is an error anywhere, or you're not sure you've ordered the correct goods, this is the last chance you'll have to let us know! Instructions can be misinterpreted and, whilst we'll always quote you to the best of our ability, checking is the best way to ensure we've interpreted your instructions correctly. If your confirmation isn't correct and you don't let us know you may be charged for a remake.

  • Can I cancel an order before it goes into production?

    You can indeed - no problem.

  • My order has gone into production. Can I still cancel it?

    If your item has already gone into production and you realise it is incorrect you need to let us know as soon as possible. If we haven't already started to make it we'll be happy to cancel or change the order accordingly (although please be aware this may have a cost implication). If it has however, you will be charged for any work done up to that point and again for any work to be altered or changed.

  • What do I do if my item has developed a fault after I have installed it?

    The best thing to do is give us a call. Please don't be offended if we ask a few questions - we just need to understand the situation before deciding on a course of action.

  • If I've put up a faulty or incorrect sign will you pay for the fitting costs of replacing the sign?

    No. If you are not sure about your product or think that it is defective in any way, give us a call and do not install it.

  • I am due a credit. How will I receive my money?

    Once a credit has been agreed we will raise the necessary paperwork and your money will arrive in the account (or card) it was paid from within a few days.

  • My product is late. Can I have a discount or get a refund?

    There are sometimes unforeseen issues during a manufacturing process. We will always endeavour to let you know if your job is going to be late but cannot guarantee the lead time. We cannot therefore offer a discount or pay for any costs incurred if you've made onward arrangements before receiving your goods.

  • I’m still not sure how I can return a specific item, or I have other questions.

    If you need a little bit more detail please refer to our full terms and conditions or give us a call; we'll be happy to help in any way we can.