Returns Policy

Returns Policy:

We accept returns within 28 days of delivery on standard, In Stock items. For both commercial and personal purchases.

Refunds will be paid back to the original card used or the payment option chosen at the time of payment. Please allow 5-10 days for your card company to process this payment and become visible in your banking account.

Recommendations prior to placing large orders: 

Most of our items for sale are bulky in size and the shipment costs that are factored into the unit price.

  • We recommend purchasing samples or single items prior to placing any larger orders. These are much easier and cheaper for you to send back if you do change your mind.
  • If you change your mind pre dispatch. This is prior to us sending you a confirmation email that the order has been ‘processed’. We can halt the dispatch and save you returning the items at your expense. Please reply to the confirmation email if you do change your mind as soon as possible. We aim to get orders out fast for you to brighten up that space. Most orders go out within 12 workings hours. Unless a next day service has been selected. You then have up to 1:30 to amend or cancel the original order. You will then receive a new confirmation email with the updated order.
  • Once the order has been collected from our depot by the courier. We cannot cancel or amend an order. You can place a new order if you require more items or wait until the items arrive safely to your shipping address and send back.

When returning goods:

All goods must be returned in protected packaging, unused and in excellent condition. We recommend insuring the parcel if of high value when sending back.

Please reply to the order confirmation email advising you wish to return a product. To help identify the parcel please note the order number and order name on a sheet of paper (so we know it is you). Pop this into the parcel and send back to: EGM Shop. Unit 5c. HG5 0DB. We will then check the contents to ensure they are in a good condition and issue a refund for the original amount + any standard postage paid (excluding next day upgrade). The refund can take 5-10 days depending on your card company/ payment method.

Exceptions: 

  • Bespoke or made to order items cannot be returned. These include made to order LED signs, Wall Art, made to order foliage panels or planters.

Please note: 

  • EGM will not be liable for the loss or damage of items whilst in transit when the return is arranged by a customer. We only accept liability once delivered to our business address and signed for by us as accepting the delivery. We recommend insuring the goods whilst in transit.
  • We will not accept returns for products that have been: Attempted to be fitted, used, clipped together, ripped apart or damaged for any reason. If deemed the item(s) cannot be re sold we will make contact. Charges or deductions will apply.
  • We take images of every product prior to being shipped out along side your package
  • If you have had a bulk shipment price and return the items. If the new order quantity now falls below the bulk price agreed. We reserve the right to refund the difference against the standard RRP that should have originally applied.
  • You have different rights for instore purchases (when you visit us). We offer a credit note on standard/ non custom made return goods purchased from our showroom in person.

Business/ commercial sales: B2B

To keep our online prices as competitive as possible for you.

  • We class business order when the billing and/ or shipping address are made out to a business name at the time of placing the order.
  • Pre dispatch amendments: For card/ PayPal or Klarna payment methods (except pro rata/ bacs payments).  If you amend an order pre the items being dispatched. The refund will be subject to a 4% card processing fee on the items to be ‘returned’. You will then receive a new confirmation email with the updated order.
  • If you wish to return an order once dispatched. Business sales will be subject to a maximum 20% re stocking fee against the refunded amount. This includes the above payment fees.

You can contact us here: https://www.egmshop.co.uk/contact-egm/