Refund policy

Last updated: 28/07/2026

This policy explains when orders placed with Expo Display Stands may be cancelled, returned, replaced or refunded.

It should be read alongside our Terms and Conditions of Sale, Shipping and Delivery Policy, and Artwork and Proof Approval Policy.

1. About Us

Expo Display Stands is a trading name of:

Legal business name: Expo Display Stands Ltd
Company number: 16440581
Registered address: 52 Venn Grove
Customer service email: sales@expod-display-stands.com

In this policy, “we”, “us” and “our” refer to the business identified above. “You” and “your” refer to the person or organisation placing the order.

2. Custom-Made Products

Most products sold by Expo Display Stands are manufactured to order using:

  • artwork supplied or approved by the customer;

  • custom printing;

  • customer-selected dimensions;

  • personalised wording or branding;

  • customer-selected components or configurations; or

  • other specifications selected for the individual order.

These products are custom-made or clearly personalised and cannot normally be resold to another customer.

For this reason, custom-made products cannot normally be cancelled, returned or refunded simply because:

  • you have changed your mind;

  • the product is no longer required;

  • an event has been cancelled or postponed;

  • you ordered the wrong size or configuration;

  • the product does not fit the intended event space;

  • you no longer like the approved design;

  • you made an error in the artwork or information supplied; or

  • the product arrived after an event date that we had not expressly guaranteed in writing.

This does not affect your rights where goods are faulty, damaged, incorrectly manufactured or materially different from their description.

3. Cancelling Before Design or Production Begins

You should contact us as soon as possible if you want to cancel or change an order.

Cancellation requests must be sent to:

sales@expo-display-stands.com

Please include your:

  • name;

  • business name;

  • order number;

  • product ordered; and

  • reason for requesting cancellation.

3.1 Before design work begins

Where we receive your cancellation request before any design, artwork preparation, manufacturing or supplier processing has begun, we will normally provide a full refund.

3.2 After design or artwork work begins

If graphic-design work, artwork checking, template preparation or other chargeable work has already begun, we may deduct the reasonable cost of work already completed before issuing a refund.

This may include:

  • graphic-design charges;

  • artwork-preparation charges;

  • supplier or manufacturer charges;

  • non-refundable payment-processing charges;

  • materials already ordered or prepared; and

  • reasonable administration costs directly associated with the cancelled order.

We will explain any proposed deduction before completing the cancellation.

4. Cancellation After Proof Approval

When you approve an artwork proof, you confirm that:

  • the design is correct;

  • the wording and contact details are correct;

  • the dimensions and orientation are correct;

  • the selected product and configuration are correct; and

  • you authorise manufacturing to begin.

Once a proof has been approved, the order will normally enter production immediately.

Custom-made orders cannot normally be cancelled, changed or refunded after artwork approval or after production has begun.

If you identify a problem after approving the proof, contact us immediately. We will try to stop or amend production where reasonably possible, but we cannot guarantee that this will be possible.

Where a change can still be made, you may be required to pay:

  • additional design charges;

  • manufacturing costs already incurred;

  • replacement material costs;

  • supplier charges; and

  • any additional delivery costs.

5. Errors in Approved Artwork

You are responsible for checking every proof before approval, including:

  • spelling;

  • grammar;

  • telephone numbers;

  • website and email addresses;

  • dates;

  • prices;

  • logos;

  • image quality;

  • colours;

  • positioning;

  • dimensions;

  • orientation; and

  • product configuration.

We will not normally remake or refund a product because of an error that was visible on the proof you approved.

If the finished product differs materially from the approved proof because of our error or a manufacturing error, please follow the faulty or incorrect goods process in this policy.

6. Colour and Manufacturing Variations

Printed colours can appear different from colours displayed on a computer, tablet or mobile device.

Reasonable variations may also occur because of:

  • different screen settings;

  • fabric and material types;

  • printing processes;

  • lighting conditions;

  • colour profiles;

  • manufacturing tolerances; and

  • separate production batches.

Minor colour, dimension, weight or finish variations that do not materially affect the product’s appearance, function or intended use will not normally be treated as faults.

Where exact colour reproduction is essential, you must notify us before ordering and provide an appropriate recognised colour reference.

7. Faulty, Damaged or Incorrect Goods

Please contact us promptly if your order:

  • arrives damaged;

  • contains a manufacturing fault;

  • is missing an item or component;

  • is materially different from its description;

  • does not match the approved artwork proof; or

  • is not the product or configuration you ordered.

Contact:

sales@expo-display-stands.com

Please provide:

  • your order number;

  • a description of the problem;

  • photographs of the complete product;

  • close-up photographs of the fault or damage;

  • photographs of the packaging;

  • photographs of the shipping label;

  • video evidence where useful; and

  • details of when the order was delivered.

We may request further information where reasonably necessary to assess the issue with the manufacturer or delivery company.

Do not dispose of the product, packaging or damaged components until we confirm that they are no longer required.

8. Transit Damage

You should inspect the external packaging when the order is delivered.

Where packaging is visibly damaged:

  • ask the courier to record the damage;

  • sign for the delivery as damaged where that option is available;

  • photograph the packaging before opening it; and

  • retain all packaging materials.

Please notify us of visible transit damage within 48 HOURS of delivery.

This reporting period helps us make a timely claim against the carrier. It does not remove any statutory rights that cannot legally be restricted.

Failure to report visible damage promptly may make it more difficult for us to establish that the damage occurred in transit.

9. Missing Items

Please check the package contents against the product description and order confirmation as soon as reasonably possible.

Report missing products or components within 48 HOURS of delivery.

Where an item has been omitted, we may:

  • send the missing component;

  • arrange another appropriate remedy; or

  • refund the value of the missing component where replacement is not reasonably possible.

Some orders may be delivered in separate consignments. Please check your dispatch confirmation or contact us before reporting an item as missing.

10. Remedies for Faulty or Incorrect Goods

Where we confirm that goods are faulty, damaged, incorrectly manufactured or not as described, the available remedy will depend on the circumstances and your applicable legal rights.

We may:

  • provide instructions or replacement fixings;

  • send a replacement component;

  • repair the product;

  • reprint the affected graphic;

  • remake the affected product;

  • replace the complete product;

  • provide an appropriate reduction in price; or

  • provide a full or partial refund.

We will select a remedy that is reasonable and proportionate, taking account of:

  • the nature of the problem;

  • whether it can be resolved using a replacement component;

  • the value of the affected part;

  • the time required to provide a remedy;

  • the customer’s legal rights; and

  • whether repair or replacement would cause significant inconvenience.

Nothing in this policy limits any consumer remedy that cannot legally be excluded.

11. Returning Faulty Products

Do not return a product without contacting us and receiving return instructions.

Our products may be dispatched directly from an international manufacturer or fulfilment partner. The correct return address may therefore be different from our registered or trading address.

Unauthorised returns sent to the wrong address may:

  • be refused;

  • be delayed;

  • incur additional delivery or customs charges; or

  • be returned to the sender.

Where we confirm that goods are faulty or incorrectly supplied, we will arrange or reimburse reasonable agreed return costs where required.

You must:

  • package the goods securely;

  • include all requested components;

  • follow the return instructions provided;

  • obtain proof of posting or collection; and

  • avoid adding further customs charges by using an unauthorised return service.

We are not responsible for return costs that we did not approve where a more reasonable return method was available.

12. Inspection of Returned Goods

Returned goods may be inspected before a refund, replacement or other remedy is completed.

If inspection shows that the problem was caused by:

  • an error in approved artwork;

  • unsuitable customer-supplied artwork;

  • incorrect customer measurements or information;

  • accidental damage after delivery;

  • misuse;

  • incorrect assembly;

  • unauthorised modification;

  • inappropriate cleaning;

  • poor storage;

  • unsuitable weather;

  • insufficient anchoring;

  • normal wear and tear; or

  • failure to follow care or safety instructions,

we may reject the claim or charge for replacement, repair, return delivery or inspection where legally permitted.

We will explain the outcome of our assessment.

13. Non-Personalised Products

A small number of products or accessories may be supplied without custom printing or personalisation.

Where a UK consumer purchases a standard non-personalised product online, a statutory cancellation right may apply.

Where it applies, the consumer must normally:

  • tell us that they wish to cancel within 14 days of receiving the goods;

  • return the goods within 14 days after notifying us;

  • keep the goods in reasonable condition; and

  • pay the direct cost of return unless we have agreed otherwise or failed to provide the required information.

The consumer may inspect the goods in the same way they reasonably could in a physical shop. We may make a lawful deduction where the goods have been handled beyond what is reasonably necessary and their value has been reduced.

The original standard delivery charge will be refunded where legally required. Additional amounts paid for express or premium delivery will not normally be refunded beyond the cost of our standard delivery service.

This section does not apply to custom-made or personalised products.

14. Business Customers

Business customers do not receive an automatic statutory cooling-off period.

Unless we agree otherwise in writing, business customers may not return non-faulty goods or cancel orders after the order has been accepted.

Any goodwill return agreed for a business customer may be subject to:

  • prior written authorisation;

  • the goods being unused and in resaleable condition;

  • return within an agreed period;

  • return delivery costs;

  • inspection;

  • restocking charges; and

  • deduction of costs already incurred.

Custom-made products cannot normally be accepted as goodwill returns.

15. Incorrect Product Selection

You are responsible for checking that the selected product is suitable for:

  • the available floor space;

  • the venue;

  • the intended indoor or outdoor use;

  • any exhibition-organiser rules;

  • ceiling or height restrictions;

  • access and transportation;

  • required anchoring or weighting; and

  • the intended event date.

We cannot normally accept a return where the correct product was supplied but you selected an unsuitable size, format, base, accessory or configuration.

Please contact us before ordering if you need help selecting a product.

16. Event Cancellations and Missed Event Dates

Custom-made products cannot normally be cancelled or returned because:

  • an exhibition or event is cancelled;

  • an event is postponed;

  • the customer decides not to attend;

  • venue arrangements change; or

  • the product is no longer required.

Production and delivery dates are estimates unless we expressly accept a particular date as a guaranteed contractual deadline in writing.

If an event date is important, you must tell us before ordering and allow sufficient time for:

  • artwork preparation;

  • revisions;

  • approval;

  • manufacturing;

  • customs clearance; and

  • delivery.

17. Failed Delivery, Refused Delivery and Customs Charges

You are responsible for providing a complete and accurate delivery address and for paying any customs duties, import taxes or charges for which you are responsible.

If an order is:

  • refused;

  • not collected;

  • returned because delivery could not be completed;

  • returned because the address was incorrect; or

  • returned because customs charges were not paid,

we may deduct reasonable delivery, return, customs, storage and handling costs from any refund otherwise due, where legally permitted.

Custom-made products will not normally qualify for a refund merely because delivery was refused or customs charges were not paid.

18. Refund Method

Approved refunds will normally be issued to the original payment method.

We may require additional information where the original payment method is no longer available or where necessary to prevent fraud.

Although we will process an approved refund promptly, the time taken for funds to appear in your account may depend on your bank, card provider or payment processor.

We are not responsible for delays caused solely by the payment provider after the refund has been processed.

19. Refund Times

Where a refund is required by consumer law, it will be issued within the legally required period.

For other approved refunds, we aim to process the refund within 5–10 working days after:

  • cancellation has been approved;

  • any required inspection has been completed;

  • returned goods have been received where applicable; and

  • the amount of any lawful deduction has been confirmed.

20. Refunds for Graphic-Design Services

Graphic-design and artwork-preparation charges are refundable only where the relevant service has not begun.

Once design work has begun, we may retain an amount reflecting the work already completed.

Once a design has been supplied or a proof has been approved, the design charge will not normally be refundable unless the service was not provided with reasonable care and skill.

21. Chargebacks and Payment Disputes

Please contact us before submitting a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a chargeback does not create an additional right to cancel a custom-made order.

We may provide the payment provider with relevant information, including:

  • the order confirmation;

  • proof of payment;

  • artwork supplied;

  • approved proofs;

  • customer communications;

  • production records;

  • tracking details; and

  • proof of delivery.

Nothing in this section prevents you from using any lawful payment-protection rights available to you.

22. How to Request a Cancellation, Return or Refund

Contact:

Email: sales@expo-display-stands.com

Include:

  • your name;

  • business name;

  • order number;

  • the product concerned;

  • the reason for the request;

  • relevant photographs or evidence; and

  • the resolution you are requesting.

We will review the request and provide the next steps.

23. Statutory Rights

Nothing in this policy excludes, restricts or replaces any statutory rights or legal remedies that cannot lawfully be excluded.

Where local mandatory consumer laws apply to an international order, those laws may provide additional rights.

24. Changes to This Policy

We may update this policy to reflect changes to our products, processes, delivery arrangements or legal obligations.

The policy applying to an order will normally be the version available when the order was placed, unless a change is required by law.

25. Contact Us

Questions about this Returns, Refunds and Cancellations Policy should be sent to:

Expo Display Stands
Expo Display Stands Ltd
52 Venn Grove, Plymouth, PL3 5PH
sales@expo-display-stands.com