---
title: "Signature Brands | Returns Policy"
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  "og:description": "Information about returns and refunds for orders placed via Freewheel."
  "og:title": "Signature Brands | Returns Policy"
  "twitter:description": "Information about returns and refunds for orders placed via Freewheel."
  "twitter:title": "Signature Brands | Returns Policy"
  description: "Information about returns and refunds for orders placed via Freewheel."
---

# **Returns Policy**

We work with Freewheel to handle your orders and deliveries. This means Freewheel manages your order, delivery, and returns. You can place orders and view your order history on the [Freewheel website](https://www.freewheel.co.uk/).

## [Contents](#contents)

- [Return window](#return-window)
- [How refunds work](#how-refunds-work)
- [How to return an item](#how-to-return-an-item)
- [Parcel size and weight limits](#parcel-size-and-weight-limits)
- [Heavy item collections](#heavy-item-collections)
- [Important return conditions](#important-return-conditions)
- [Purchases from other retailers](#purchases-from-other-retailers)
- [Damaged or incorrect items](#damaged-or-incorrect-items)
- [Exchanges](#exchanges)
- [B2B / trade customers](#b2b--trade-customers)

## [Return window](#return-window)

You have 30 days from the date you receive your item to send it back. To receive a refund, your return must be sent within this 30-day window.

## [How refunds work](#how-refunds-work)

Refunds are made to your original payment method. Once your returned item is received, refunds are processed within 10 working days. You will receive an email confirmation when your refund has been completed.

Please note that return postage costs are your responsibility.

## [How to return an item](#how-to-return-an-item)

1. Pack the item securely in a box, including all original packaging and labels.
2. Attach the returns label to the box.
3. Send your parcel via DPD (at a DPD Pickup Shop) or Royal Mail (at a Post Office).

## [Parcel size and weight limits](#parcel-size-and-weight-limits)

This returns process applies to parcels up to:

- 10 kg in weight
- 50 cm x 50 cm x 60 cm in size

## [Heavy item collections](#heavy-item-collections)

For heavier items, we can arrange a collection for £15. Please contact Customer Service to arrange this.

## [Important return conditions](#important-return-conditions)

Please keep your postage receipt as proof of return.

Returned items must be in the same condition as when they were delivered. If an item is returned damaged, we may send it back to you.

## [Purchases from other retailers](#purchases-from-other-retailers)

Returns can only be processed for orders placed via Freewheel.

If you purchased your item from another retailer, you must return it directly to that retailer under their returns policy. We cannot accept returns for items not purchased through Freewheel.

## [Damaged or incorrect items](#damaged-or-incorrect-items)

If an item is damaged or incorrect, please report it within 7 days of receiving your order.

## [Exchanges](#exchanges)

We do not offer exchanges. If you need a different item, please place a new order.

## [B2B / trade customers](#b2b-trade-customers)

If you are a retailer or trade customer, please request a returns or warranty form before sending any items back. This helps us process your return correctly and without delay.