Collection, Cancellations, Returns and Refunds Policy

Last updated: 1 October 2026

This policy applies to products ordered from Signhub Pty Ltd, trading as Archer Civil & Safety, through our website, online store or directly with our team.

All SignHub signs and printed products are currently manufactured to order. Please review your order details, artwork and collection information carefully before placing or approving an order.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law. Consumer guarantees apply to online purchases in the same way they apply to purchases made in person.

1. Manufacturing and dispatch timeframes

Our current target is to manufacture standard and custom products within three business days.

This is an estimate only and is not a guaranteed production timeframe. Production times may vary depending on:

• the size, quantity and complexity of the order;
• artwork requirements;
• proofing and customer approval;
• material availability;
• production capacity;
• equipment or technical issues; and
• circumstances outside our reasonable control.

Production time begins only when we have received all of the following, where applicable:

• the required payment;
• complete, usable or print-ready artwork and job information; and
• the customer's approval of the final proof.

Delays in supplying information, artwork, payment or proof approval will delay production.

The three-business-day target does not include time required for you to collect your order.

2. Proof approval and customer-supplied artwork

Where we provide an artwork proof, production will not begin until the proof has been approved.

By approving a proof, you confirm that you have checked and accepted:

• spelling, grammar, punctuation and contact details;
• wording and other content;
• layout and positioning;
• colours, allowing for reasonable differences between screens, printed proofs, materials and finished products;
• dimensions and proportions;
• quantities;
• material and product specifications; and
• all other visible elements of the artwork.

Once a proof has been approved, SignHub is not responsible for errors that were visible in the approved proof.

Where you upload or supply your own artwork, you are responsible for ensuring that it is accurate, complete, suitable for the intended product and ready for production.

A product is not faulty or incorrectly supplied merely because SignHub has reproduced an error contained in customer-supplied artwork or produced the product in accordance with an approved proof.

We may contact you if we identify an obvious issue, but we are not responsible for proofreading, verifying or correcting all customer-supplied content unless this service has been specifically agreed.

3. Order cancellations and changes

Because all products are currently manufactured to order, orders cannot be freely cancelled or changed after they have been placed.

Before design or artwork work begins

A request to cancel or change an order must be submitted to sales@signhub.com.au as soon as possible.

We may agree to a cancellation or change before design, artwork preparation, material ordering or production has begun. Any approval is at SignHub's discretion and may be subject to recovery of costs already incurred.

After design or artwork work begins

Once design, artwork preparation or other job-specific work has begun, the order is considered to be in production and a minimum cancellation charge of 50% of the order value will apply.

The amount retained or charged may be higher than 50% where our work or committed costs exceed that amount. This may include:

• design and artwork time;
• administration and setup work;
• pre-production work;
• materials already used or ordered;
• products or components ordered specifically for the job;
• production already completed;
• supplier cancellation charges;
• payment-processing costs that are not recoverable; and
• any other reasonable costs incurred in fulfilling the order.

Once production has begun or the product has been completed, the full order price may be payable.

Changes requested after artwork work or production begins may be treated as a variation and may result in additional charges and a revised production timeframe.

4. Change-of-mind returns

SignHub does not ordinarily accept returns, exchanges or refunds because a customer:

• changes their mind;
• orders the wrong product, size, quantity, material or wording;
• no longer needs the product;
• finds a cheaper alternative;
• does not like an approved design;
• supplies incorrect artwork or information; or
• selects an unsuitable product for its intended use.

This is because every product is currently manufactured to order for the customer.

Australian Consumer Law does not generally require a business to provide a refund or replacement where the customer simply changes their mind and the goods supplied are not faulty.

You may submit a written request for an exceptional change-of-mind return by emailing sales@signhub.com.au. SignHub may approve or decline the request at its discretion.

A request must not be treated as accepted unless SignHub confirms its approval in writing.

Where an exceptional return is approved:

• the product must be unused, uninstalled, unaltered and undamaged;
• the product must be in a condition suitable for resale;
• prior written return authorisation is required;
• the customer is responsible for arranging and paying for return of the product to us;
• SignHub may deduct design, production, material, administration, payment-processing or restocking costs; and
• no refund will be processed until the product has been received and inspected.

Products returned without prior written authorisation may be refused or returned to the sender at the sender's cost.

5. Faulty, damaged or incorrectly supplied products

Please inspect your order promptly after collection. Contact us as soon as practicable, preferably within five business days, if:

• the product appears defective;
• you receive the wrong product or quantity; or
• the product materially differs from the approved proof or confirmed order.

A delay in reporting an issue does not automatically remove any rights available under the Australian Consumer Law. However, prompt notification assists us to investigate the issue and preserve evidence.

To assess the issue, we may request:

• your name and order number;
• a description of the problem;
• photographs of the product;
• photographs of the packaging;
• confirmation of when the order was collected; and
• any other information reasonably required to assess the claim.

Please retain the product and all packaging until we confirm that they are no longer required for assessment.

Do not dispose of, alter, repair, install or continue using a product where doing so may worsen the damage, affect our ability to assess the issue or create a safety risk.

6. Remedies for product problems

Where a product fails to meet an applicable consumer guarantee, the available remedy will depend on the circumstances and whether the problem is minor or major.

For a minor problem, SignHub may choose to:

• repair the product;
• replace the affected product or component;
• reproduce the product;
• correct the problem; or
• provide another appropriate remedy within a reasonable time.

For a major problem, the customer may be entitled to reject the product and choose a refund or replacement in accordance with the Australian Consumer Law.

Consumer guarantees cannot be removed by a "no refunds" policy or an arbitrary time limit. The appropriate remedy depends on the nature and seriousness of the problem.

Where SignHub has supplied a faulty, damaged or incorrect product and the product needs to be returned to us, we will arrange or reimburse reasonable freight costs for that return.

We may require the product to be returned or made available for inspection before providing a remedy, where it is reasonable to do so.

A refund, repair or replacement may not be available where the problem was caused by:

• customer-supplied artwork, measurements, specifications or instructions;
• an error visible in an approved proof;
• misuse, neglect or accidental damage after collection;
• incorrect storage, handling or installation;
• alteration or attempted repair by another person;
• use contrary to product instructions or intended purpose;
• normal wear and tear;
• exposure to conditions beyond the product's reasonable specification; or
• an act or omission of a third party after the product was supplied.

Nothing in this section limits any non-excludable rights under the Australian Consumer Law.

7. Supply-only products and installation

Unless installation has been expressly included in a separate written quotation or agreement, products purchased through our online store are supplied on a supply-only basis.

The customer is responsible for:

• determining whether the product is suitable for the intended location and purpose;
• obtaining any required approvals or permits;
• selecting a suitably qualified installer where necessary;
• ensuring the installation method is appropriate;
• following applicable laws, standards and safety requirements; and
• preventing damage during storage, handling and installation.

SignHub is not responsible for defects, damage, failure or loss caused by installation performed by the customer or by a third party engaged by the customer.

A claim relating to the manufacture of the product will still be assessed in accordance with this policy and the Australian Consumer Law.

8. Fulfilment method

SignHub currently offers collection only. We do not offer delivery or shipping through our online store.

All orders must be collected in person, or by a representative or courier you arrange, from one of the following locations:

Atherton collection
SignHub Printing & Signs
20 Isabella Street West
Atherton QLD 4883

Cairns collection
PlanMan Printing & Signs
203 Mulgrave Road
Cairns QLD 4870

If your requirements mean collection is not practical, please contact us before ordering to discuss whether an alternative arrangement can be agreed in writing.

You are welcome to arrange your own courier or freight service to collect your order from us on your behalf.

By special request, and for an additional fee, we may be able to arrange local delivery to a freight depot in Cairns, Atherton or Mareeba. Please email sales@signhub.com.au before placing your order to discuss availability and cost.

9. Collecting your order

Please do not attend a collection location until we have confirmed that your order is ready.

Collection hours or arrangements may vary and will be confirmed with you. You may be asked to provide your order confirmation and identification when collecting an order.

For large, heavy or oversized signs, the customer is responsible for ensuring:

• a suitable vehicle, trailer or transport arrangement is available to carry the product safely;
• the product is adequately restrained and protected for transport once loaded;
• a person is available to assist with loading where required; and
• any access or handling limitations at the collection point are discussed with us in advance.

SignHub staff may assist with loading where reasonably practicable, but the customer is responsible for the product once it is loaded and for its safe transport from the collection point.

10. Transfer of responsibility

Responsibility for the order passes to the customer:

• when the order is collected by the customer, or by a courier or freight service the customer has engaged, at the collection point; or
• where SignHub has arranged local delivery to a freight depot under this policy, when the goods are handed to the freight company at that depot.

From that point, any loss, damage or delay in transit is a matter between the customer and the carrier engaged to move the goods, and is not the responsibility of SignHub.

Before that time, SignHub remains responsible for supplying the order in accordance with the contract and applicable consumer law.

11. 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 and include:

• your name;
• order number;
• reason for the request;
• photographs where relevant; and
• any supporting information requested by us.

If a return is authorised, we will provide instructions for returning or making the product available.

Unless SignHub confirms otherwise, authorised returns must be sent or brought to:

SignHub Printing & Signs
20 Isabella Street West
Atherton QLD 4883
Australia

Do not send or bring returns to the Cairns collection point unless we specifically instruct you to do so.

Products returned without authorisation may not be accepted.

12. Refund processing

Where a refund is approved, it will ordinarily be processed to the original payment method.

We aim to initiate approved refunds within 10 business days after:

• the claim has been assessed;
• any required product has been received or inspected; and
• the refund amount has been confirmed.

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

Where an order was paid using more than one method, we may refund the amounts separately.

13. Contact us

For questions about collection, 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