Replacements, Repairs and Refunds Policy

Charisma Design

Unit 25, Waterford Business Park, Waterford, Ireland
charismadesign.ie | [email protected]

Last updated: 27 April 2026

1. Custom-made products

The vast majority of our work — including shopfront signs, 3D lettering, illuminated signs, exterior building signs, vehicle signage, printed materials, and bespoke fabrication — is custom-made to your specifications.

Under Irish and EU consumer law (Consumer Rights Act 2022, Section 144(d)), custom-made or personalised goods are exempt from the standard cooling-off period and cannot be returned for a change of mind, design preference, or because the customer no longer wants the product.

Once you have approved artwork or specifications in writing and we have begun production, the order cannot be cancelled or refunded except in the circumstances set out below.

2. When we will replace, repair, or refund

We will replace, reprint, repair or refund (at our discretion) when:

a) The product was made to the wrong specification
The finished product does not match the artwork or specification you approved in writing.

b) The product has manufacturing defects
The product fails to meet acceptable manufacturing standards — for example, faulty illumination, poor print quality, structural defects, or incorrect materials.

c) The product was damaged before delivery
The product arrived damaged due to fault in our packaging, fabrication, or handling (excluding courier damage covered separately below).

We will not reprint/replace or refund where:

• The fault is in the artwork or specifications you supplied or approved
• Damage occurred after installation due to weather, accidents, vandalism, or third parties
• The product has been modified, cleaned with unsuitable products, or installed in conditions outside its intended use
• Normal wear, fading, or material degradation has occurred over time
• The complaint is about subjective design preferences after written approval

3. How to report an issue

To make a claim, email [email protected] within 7 days of receiving or installing the product. Include:

• Your business name and order reference
• A description of the issue
• Clear photographs showing the defect
• Your contact details

We will respond within 2 business days to acknowledge your claim and confirm next steps.

4. Resolution

Once we have confirmed the issue is covered by this policy, we will offer one of the following:

• Reprint or refabricate the product at no charge
• Repair the defect on-site or by collection (where practical)
• Refund the price of the defective product, including reasonable return costs where applicable

Resolution method is at our discretion, based on what’s practical and fair given the nature of the defect.

Refunds are processed within 10 business days of confirming your entitlement, to the original payment method.

5. Damaged deliveries

When your delivery arrives:

If the packaging is visibly damaged but you can accept the parcel: write “Accepted subject to inspection” on the courier’s delivery document before signing. Inspect the contents within 24 hours.

If the contents are clearly destroyed or unusable: refuse the delivery and mark the courier document accordingly.

In either case, contact us at [email protected] or by phone within 24 hours of delivery so we can process a replacement immediately.

6. Lost deliveries

If a delivery has not arrived, contact us promptly. We will not accept claims for non-delivery until at least 15 working days have passed since the scheduled delivery date, in line with standard Irish courier (An Post and equivalent) loss-claim procedures.

7. Installation issues

Where installation is part of your order and a defect arises during or after installation:

• Within 14 days of installation: contact us and we will arrange a return visit at no charge to assess and resolve the issue, subject to the conditions in Section 2.
• After 14 days: covered under our standard 12-month warranty (see our Terms and Conditions).

8. Consumer rights (where applicable)

If you are an individual consumer purchasing for personal use (not for business or trade), you have additional rights under the Consumer Rights Act 2022:

• The right to goods that match the description, are of acceptable quality, and fit for purpose
• The right to a remedy if these standards are not met (repair, replacement, or refund)
• The right to a 14-day cooling-off period for non-custom items only (see Section 1 — most of our products are custom-made and exempt)

For consumer purchases, contact us in writing within 30 days if you believe the goods do not meet the legal standards. We will respond within 14 days.

This policy does not affect your statutory rights under Irish or EU consumer law.

9. Disputes

We aim to resolve any complaint fairly and quickly. If you are not satisfied with how we have handled an issue:

For business customers: refer to the Disputes section of our Terms and Conditions.

For consumer customers: you may contact the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

10. Contact

Charisma Design
Unit 25, Waterford Business Park
Waterford, Ireland
Email: [email protected]
Website: charismadesign.ie