Refund, Return, and Cancellation Policy

1. Introduction

At Signet, we’re all about bringing you unique, high-quality memorabilia and autographed items that you’ll treasure for years to come. Your satisfaction is important to us, and while we hope you love everything you order, we understand that sometimes things don’t work out. That’s where our return policy comes in.

 

This policy is here to guide you through the process if you ever need to return, exchange, or request a refund for an item you’ve purchased from our online store, www.collectsignet.com. We specialize in pre-ordered and personalized autographed items, so there are some unique conditions around returning those products, which we’ll walk you through here.

In this policy, you’ll find information on:

- Which items can be returned and what the conditions are.

- How long you have to make a return or request a refund.

- Steps for getting in touch with us and starting the return process.

Please take a few moments to read through these details before making a purchase, especially when it comes to items that are personalized or pre-ordered. And if you have any questions, our customer service team is always here to help.

At the end of the day, we want to make sure you have the best experience possible with Signet, whether you’re buying or returning, and we’re here to help make that happen.

2. Eligibility for Refunds and Returns

We want to make sure you know which items can be returned and under what conditions. Below we’ve outlined different item types and their refund or return eligibility.

  • Pre-Ordered Items: [send to section]
  • Personal Items: [send to section]
  • Personalized Items: [send to section]
  • Ink Color Issues: [send to section]
  • Damaged or Defective Items: [send to section]
  • Sale Items: Items purchased on final sale or at a discount are non-returnable unless they arrive damaged or defective.
  • Incorrect Items: If you received the wrong item, we’ll gladly exchange it or offer a full refund, including any shipping fees you paid.
  • Autograph Accessories: This includes non-autographed items. Items that are in their original packaging, unused, and in the same condition as when they were received are eligible for return. 

3. Pre-Ordered Items

Pre-ordering items through Signet is a great way to secure exclusive autographed memorabilia and limited-edition products. However, due to the custom nature of these items, pre-orders are subject to specific conditions outlined below.

  • Cancellation Fee: All pre-orders are subject to a 10% cancellation fee, which will be deducted from the total order amount (including item and shipping costs). The refund can be issued as either store credit or returned to the original payment method, based on your preference.
  • Refund for Shipping/Handling: If you cancel your pre-order, any shipping and handling fees paid will be fully refunded.
  • Cancellation Deadline: Pre-orders cannot be canceled or refunded once the posted order deadline has passed. If no deadline is provided at the time of purchase, once it is communicated via email or other channels, that will become the cancellation deadline.

Refund Policy for Delays

We aim to fulfill all pre-ordered items within a timely manner. However, some delays can occur.

  • Significant Delays: If your pre-ordered item is delayed for more than 18 months from the date of purchase to the autograph signing date, you will be eligible for a full refund.
  • How to Request a Refund: If you believe your pre-order qualifies for a refund due to delays, please contact our customer service team for assistance.

Refunds for Unfulfilled Autographs

  • Missed Autographs by Signet: In rare cases where Signet is unable to obtain the autograph, you will receive a 100% refund of the purchase price, including any associated fees.
  • Talent Refusal: If the talent refuses to sign your pre-ordered item from Signet for any reason, a 100% refund will be issued.
  • Notification: Signet will contact you directly if your item is missed or refused prior to shipping.

Refunds for Unfulfilled Inscriptions

  • Missed Inscriptions: If a requested inscription is missed during the signing session, the item itself remains non-refundable. However, if there was a fee associated with the inscription, a 100% refund for the inscription fee will be provided.
  • Notification: If your requested inscription is missed, Signet will notify you prior to shipping your item.
  • Personalization: If your item has been personalized (e.g., custom name or message), it is non-refundable, even if an additional inscription is missed. (INSERT LINK TO SECTION 5)

Refunds for Signature and Inscription Placement

  • No Refunds for Placement Issues: While we do our best to honor placement requests for signatures and inscriptions, we cannot guarantee specific placements on the item as final placement is at the discretion of the signer. No refunds will be issued for placement-related issues.

4. Personal Items

When you send in personal items to be autographed by a talent, we know these pieces can hold significant personal value. However, due to the nature of these items, there are specific conditions regarding cancellations, refunds, and returns that you should be aware of.

No Returns or Refunds

Once the deadline for your personal item has passed, the item becomes non-returnable and non-refundable. Below are the key points to keep in mind:

  • Non-Refundable: After the deadline for the personal item has passed, it cannot be canceled, and no refund will be provided.
  • If You Haven’t Shipped Your Item: If you decide to cancel your personal item order before shipping the item to us, we’ll refund your shipping and handling fees minus a 10% cancellation fee on the total order amount.
  • If We Have Already Received Your Item: Once we’ve received your personal item, shipping and handling fees will not be refunded, as we’ll need to return the item to you. A 10% cancellation fee will be applied to the rest of your order if you cancel. Your personal items are not guaranteed to be returned until the completion of the signing session and/or event.

If no order deadline is posted when you make your purchase, we’ll communicate the deadline via email or other channels. Once that deadline is communicated, it becomes the final date for canceling your personal item order.

Refund Policy for Delays

While we aim to have all items signed promptly, delays can happen, especially when coordinating with talent schedules. If the signing process takes longer than 18 months from the date of purchase, your order is eligible for a full refund.

Refunds for Unfulfilled Autographs

Occasionally, despite our best efforts, autographs may not be completed. Here’s how we handle those situations:

  • Missed by Signet: If we’re unable to obtain the autograph, you’ll receive a 100% refund of the cost, including any associated fees.
  • Talent Refusal: If the talent refuses to sign your item, a 10% cancellation fee will apply to the autograph cost, and no refund will be issued for shipping fees.
  • Notification: We’ll reach out to you after the signing event to inform you about any missed or refused autographs.

Refunds for Unfulfilled Inscriptions

Inscriptions, while requested, are not always guaranteed to be completed. Here’s what happens if the inscription is missed:

  • Missed Inscriptions: If the requested inscription is missed during the signing session, the item itself remains non-refundable. However, if there was a fee associated with the inscription, a 100% refund for the inscription fee will be provided.
  • Notification: If your requested inscription is missed, Signet will notify you prior to shipping your item.
  • Personalization: If your item has been personalized (e.g., custom name or message), it is non-refundable, even if an additional inscription is missed. (INSERT LINK TO SECTION 5)

Refunds for Signature and Inscription Placement

  • No Refunds for Placement Issues: While we do our best to honor placement requests for signatures and inscriptions, we cannot guarantee specific placements on the item as final placement is at the discretion of the signer. No refunds will be issued for placement-related issues.

5. Personalized Items

We know how special it is to have an item personalized just for you. However, personalized items come with specific conditions for returns and refunds:

  • Non-Refundable Status: Once an item has been personalized (e.g., with a custom name or message), it is non-refundable. This includes any additional issues related to spelling, ink color, autograph placement, inscription placement, or the addition of extra inscriptions.
  • Damaged in Transit: If your personalized item was damaged while being shipped to you, please refer to the “INSERT SHIPPING LINK HERE” on how to handle damaged items during transit.

6. Ink Color

We understand that ink color can be an important detail when requesting an autograph, but please note the following:

  • No Guarantee on Ink Color: While we do our best to honor all ink color requests, there is no guarantee that the requested color will be used. Factors such as signer preference or availability of specific colors can result in a different ink being used.
  • Discretion in Ink Choice: In cases where the requested color is unavailable or will have limited visibility on your item, we will always use our best judgment to choose a suitable alternative. This change will be made at our discretion to ensure the quality and appearance of the autograph or inscription.
  • No Returns for Incorrect Ink Color: If the ink color used is different from what you requested, the item is not eligible for a return or refund.

7. Damage

We take great care in handling your items, but sometimes unexpected issues can arise. Below are the guidelines for how we manage refunds for damaged items, whether they are identified during intake, while in our possession, or during shipment back to you.

Damage Upon Intake

  • Notification: If we receive your personal item and it is damaged during shipping to us, our team will notify you right away. You will then have the option to cancel your order or send in a replacement item.
    • Canceling Your Damaged Item: If you choose to cancel, we will ship your damaged item back to you. Please note that:
      • Shipping and Handling: These fees will not be refunded, as they cover the cost of returning the item to you.
      • Cancellation Fee: A 10% cancellation fee will apply to the rest of the order.
      • Return After Signing: the damaged item will be returned to you after the signing event is completed.
    • Sending in a Replacement Item: If you choose to send in a replacement item:
      • Different Item Types: If the replacement item is of a different type (e.g., different size, product type, etc), there may be additional charges. We’ll update your order accordingly.
      • Shipping Both Items Together: Once the signing is completed, both the damaged and replacement item will be shipped back to you together. Additional shipping charges may apply to accommodate the extra item.

Damage While in Signet’s Possession

If your item is damaged while in our possession, whether before, during, or after a signing event, we’ll notify you via email and provide options for how to proceed with your order. Rest assured, we will work with you to resolve the issue as quickly and smoothly as possible.

Damage During Return Shipping

If your item is damaged while in transit back to you after a signing or event, please see INSERT SHIPPING LINK HERE to see how to proceed.

For more details on the risks involved when sending in personal items, please refer to Signet’s Terms of Service, where we outline the assumed risks when participating in our autograph services.

8. Return Conditions

We aim to make the return process as straightforward as possible, but there are a few important conditions to keep in mind to ensure your return request is accepted.

Item Condition

To be eligible for a return, items must meet the following conditions:

  • The item must be in its original packaging, unused, and in the same condition as when you received it.
  • Any products that show signs of use, damage, or missing components may not be eligible for a return or may be subject to a partial refund at our discretion.

Timeframe for Returns

  • You must submit your return request within 7 days of delivery as shown by the provided tracking number. After this period, we unfortunately cannot accept the return.
  • If your item qualifies for a return, please reach out to our customer service team within this timeframe to begin the process.

Proof of Purchase

  • All return requests must include an order number and proof of purchase. This helps us verify your order and ensure your return is processed efficiently.
  • Without proof of purchase, we may not be able to complete your return request, so please keep these details handy.

9. Return Process

We strive to make returning items as hassle-free as possible. Follow the steps below to initiate your return and ensure everything is handled smoothly.

How to Initiate a Return

To begin your return, follow these steps:

  1. Fill Out the Online Return Form: Visit our website and complete the return form. You’ll need to provide:
    • Your order number and contact information.
    • A brief explanation of the issue or reason for the return.
    • Photos of the item 
  2. Receive Our Response: Our customer support team will review your request and respond within 3-5 business days with the next steps and instructions for your return.

Packing Slip

  • Once your return is approved, we’ll email you a return packing slip. You’ll need to print this out and include it inside the return package.
  • The packing slip is essential for processing your return, so please make sure to include it. Missing packing slips may cause delays or the rejection of your return.

Return Shipping Costs

  • Customer Responsibility: You are responsible for covering the cost of return shipping unless the return is due to a defective or incorrect item sent by Signet Collectibles.
  • Non-Refundable Shipping Fees: Please note that the original shipping fees paid when you placed your order are non-refundable.

Return Shipping Materials

  • Original Packaging: We request that all returned items be sent back in their original packaging. This helps ensure that the item is protected during transit.
  • Alternative Packaging: If you choose to use different packaging, it is at your own risk and expense. Please be aware that any damage that occurs during shipping due to insufficient or poor-quality packaging may result in the forfeiture of your return claim.
  • Risk of Damage: If an item is damaged during its return shipment and is found to be improperly packaged, your return may be denied, and no refund will be issued.

We recommend using a reliable shipping service with tracking and insurance to safeguard your return. Be sure to keep your tracking number for your records until your return is confirmed.

10. Refunds Timeline

We aim to process all refunds and replacements quickly and efficiently, ensuring you have a smooth experience with Signet Collectibles. 

  • Timeline: Once we receive and inspect your returned item, your refund will typically be processed within 5-7 business days. You’ll receive a confirmation email once the refund is issued.
  • Original Condition Requirement: To be eligible for a full refund, items must be returned in their original condition. If the item is damaged, used, or not returned in its original packaging, you may not be eligible for a refund. In such cases, we may apply our standard cancellation fee procedure.
  • Refund Method: Refunds will be issued to the original payment method unless you prefer to receive store credit. If store credit is preferred, let us know during your return request.

In some cases, partial refunds may be granted. For example:

  • Items Returned Not in Original Condition: If an item shows signs of use or damage not present when it was shipped, a partial refund may be issued based on the extent of the condition change.
  • Incomplete Returns: If parts of an order are missing upon return, we may issue a partial refund for the portions we receive in acceptable condition.

11. Contact Information

If you have any questions about our return policy or need assistance with your return or refund, we're here to help! You can easily get in touch with us through the following methods:

  • Contact Form: For general inquiries, please use our Contact Form to reach our customer support team.
  • Refund Inquiry Form: If you have a specific question about a return or refund, you can fill out our Refund Inquiry Form, and we’ll get back to you within 3-5 business days.

Our team is ready to assist you with any concerns or clarifications about the return process!

12. Changes to the Return Policy

Please note that this return policy is subject to change at any time to reflect updates in our processes, services, or products. Any changes to the policy will be posted here, and the updated policy will apply to all orders placed after the new policy is published.

This policy was last updated on [DATE].