Refund Policy

Last updated: 1 October 2026

This Refund Policy sets out our approach to refunds, cancellations and returns for products ordered from Signhub Pty Ltd, trading as Archer Civil & Safety. It should be read together with our Collection, Cancellations, Returns and Refunds Policy, which sets out the complete terms and takes precedence if there is any difference between the two.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Our approach

We take responsibility for our mistakes and will make them right. We also expect the same of others.

Where your order is unsatisfactory because of our error, including a genuine product fault, we will make it right, through repair, replacement, reproduction or refund, and will cover reasonable associated costs such as return freight.

Where the issue is due to your own error, such as supplying incorrect or unsuitable artwork, choosing an unsuitable size or substrate, or not reading our policies or terms before ordering, we will still do what we can to help. However, any refund or credit may be reduced to reflect costs we have already incurred or absorbed on your behalf, such as payment processing fees, production costs or freight.

Where a courier or freight service damages or loses your order after it has left our premises, that is a matter between you and the carrier you or we engaged, not a failure on our part. See the Transfer of responsibility section of our Collection, Cancellations, Returns and Refunds Policy for how this works.

Products made to order

All SignHub signs and printed products are manufactured to order. Because of this, we do not ordinarily provide a refund for a simple change of mind, where the goods themselves are not faulty and the issue is not of our making.

Cancelling an order

Before design or artwork work has begun, email sales@signhub.com.au to request a cancellation. We may agree to this at our discretion, subject to recovering any costs already incurred.

Once design, artwork preparation or other job-specific work has begun, the order is in production and a minimum cancellation charge of 50% of the order value applies, reflecting work and costs already committed on your order. This may be higher where our actual costs exceed that amount, and once production is complete the full price may be payable.

Faulty, damaged or incorrect products

Please inspect your order promptly after collection and contact us as soon as practicable, preferably within five business days, if the product is defective, you received the wrong product or quantity, or it materially differs from the approved proof or confirmed order.

Where a product fails to meet an Australian Consumer Law guarantee, you are entitled to a remedy regardless of other circumstances. For a minor problem we will repair, replace, reproduce or otherwise fix it. For a major problem you may be entitled to reject the product and choose a refund or replacement.

Returns procedure

No product may be returned without prior written authorisation from SignHub. To request a return or report a problem, email sales@signhub.com.au with your name, order number, the reason for the request, and photographs where relevant.

Where an exceptional change-of-mind return is approved at our discretion, the product must be unused, uninstalled and in a condition suitable for resale, and you are responsible for arranging and paying for its return to us.

Products sent to us without prior written authorisation may not be accepted.

Refund processing

Where a refund is approved, it is ordinarily processed to your original payment method. We aim to initiate approved refunds within 10 business days of the claim being assessed, any required product being received and inspected, and the refund amount being confirmed.

Bank, card provider and payment-platform processing times are outside our control and may delay the funds appearing in your account.

Contact us

For questions about cancellations, returns, faults or refunds, contact:

Signhub Pty Ltd
ABN 89 146 615 894
Trading as Archer Civil & Safety
20 Isabella Street West
Atherton QLD 4883
Australia

Email: sales@signhub.com.au
Phone: +61 459 991 124