Returns & remakes

Wrong or damaged? We remake it

If your sign arrives damaged, or it is not what you ordered — wrong size, wrong material, wrong words on our side — we remake it. Our mistake, our cost, no debate. Email hello@hastor.co.uk and tell us what happened.

Made to order means made for you

Almost everything we sell is personalised: cut to your millimetres and engraved with your words. Under the Consumer Contracts Regulations 2013, goods made to your specification or clearly personalised are exempt from the usual 14-day change-of-mind right — so once your sign has been made, we cannot take it back because you have gone off the wording or the colour. We say this here, before you buy, because it is the one thing about custom signs worth knowing in advance.

It is also why a person proofs every order before it is cut, and why the designer shows your sign to scale, in millimetres, exactly as it will be made. Measure twice — we engrave exactly what you type.

Ready-made pieces from the shop

A stocked, non-personalised item is different: you have the standard 14-day right to cancel under the Consumer Contracts Regulations 2013. Tell us within 14 days of delivery that you are cancelling, send it back within 14 days of telling us, and we refund you within 14 days of receiving it back.

Faulty or not as described

None of the above touches your rights when something is actually wrong with what you received. Under the Consumer Rights Act 2015, if an item is faulty, not as described or not fit for purpose, you are entitled to a repair, a replacement or a refund — always, personalised or not.

How to start

Email hello@hastor.co.uk with the name and email you used at checkout and what has gone wrong. If something needs to come back to us, the address is Hastor, 71-75 Shelton Street, London, Greater London, WC2H 9JQ.