Refund policy

Our fault, 100% Reprint
If we make a mistake on your order, we will send you a free reprint. What is considered our fault?

  • Misspelling by a designer
  • Printed differently from proof
  • Wrong banner received
  • We will check these mistakes with you and your help will be greatly appreciated so we can fix our mistakes quickly with the least inconvenience for you.

15% Designer Fee
Our designers work hard to get you your customer proof sent out within an hour. So, if you cancel the order after our designer sent you your proof, we ask you to reward their work with 15% fee. If you ordered a $100.00 backdrop, you will receive $85.00 back, with $15.00 going to our designers.

25% Reprint Discount
If you approved a proof and realize you made a mistake, you can reprint your backdrop at a 25% Discount.

Replace broken parts within 1 week
If your hardware is defective within 1 week of receipt, we will replace the defective parts. There won’t be any cost to you.

Hardware Restocking Fee
If you want to return brand-new hardware, you can with 25% restocking fee. Because we work hard to get your hardware to you, we ask that you pay for our service. Your refund will be processed after we receive your return, we inspect your stand, and determine that the hardware has not been used.

What constitutes a returnable hardware?

  • Stands that have not been used
  • Red Carpets that has not been used
  • X-Banner Stand that has not been used
  • Step and Repeat backdrop, Retractable Banner, Table Cover, Table Throw, and other custom-print products are not considered brand new hardware.

You can always contact us for any return questions at mail@sign11.com. 

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
All custom banners and signs cannot be returned. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at mail@sign11.com.