Custom Order, Cancellation & Refund Policy
Last updated: August 31, 2026
At ASC Signs, many of our products are custom-designed and manufactured specifically for each customer. This may include personalized addresses, custom dimensions, colours, materials, finishes, mounting systems, lighting, graphics, and other specifications.
Because custom products generally cannot be resold once production has begun, different cancellation and return conditions apply to custom-made products.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Custom & Personalized Orders
Products manufactured, printed, engraved, cut, painted, fabricated, illuminated, or otherwise customized according to customer-selected specifications are considered custom orders.
Once production of a custom order has begun, the order generally cannot be cancelled, returned, or refunded because of a change of mind, including where the customer:
- changes their mind after approving the order;
- selects an incorrect size, colour, address, spelling, material, finish, mounting method, or other option;
- no longer requires the product; or
- determines after production that the selected design is unsuitable for their intended location.
Customers are responsible for reviewing their order details carefully before approving or submitting the order.
Cancellations Before Production
If you need to cancel an order, please contact ASC Signs as soon as possible.
Orders that have not yet entered production may be eligible for cancellation.
If design work, proofs, engineering, material purchasing, special ordering, permit-related work, or other project-specific work has already been completed or incurred, applicable costs may be deducted from any refund where permitted by law.
Once fabrication or production has begun, custom orders generally cannot be cancelled.
Design Proofs & Customer Approval
Where ASC Signs provides a design proof, drawing, mockup, specification, or other approval document, customers are responsible for reviewing all relevant details before approval.
This includes, where applicable:
spelling, address numbers, dimensions, colours, materials, finishes, layout, mounting method and other specifications.
Production based on customer-approved information is not considered a manufacturing error solely because the customer later wishes to change an approved specification.
Damaged, Defective or Incorrect Orders
We stand behind our workmanship.
If your product arrives damaged, has a manufacturing defect, or materially differs from the specifications confirmed for your order, contact ASC Signs promptly.
Please provide:
- your order number;
- a description of the problem;
- photographs of the product; and
- photographs of the packaging if shipping damage is involved.
After reviewing the issue, ASC Signs may, as appropriate and subject to applicable law, repair, remake, replace, or refund the affected product or portion of the order.
Please do not dispose of a damaged product or its packaging until we have reviewed the claim.
Shipping Damage
Please inspect shipped products as soon as reasonably possible after delivery.
If you notice shipping damage, contact us promptly and retain the original packaging so that we can investigate the damage and, where applicable, pursue a claim with the carrier.
Where a statutory cancellation or return right applies, the procedures and responsibilities required by applicable law will apply.
Installation
Where installation is performed by ASC Signs or an installer engaged directly by ASC Signs, please contact us if you believe there is an issue with the installation workmanship.
ASC Signs is generally not responsible for damage resulting from:
- installation performed by the customer or an independent third party;
- failure to follow supplied installation instructions;
- unsuitable mounting surfaces or site conditions not disclosed to ASC Signs;
- modifications made after delivery or installation;
- misuse, impact, vandalism, or accidental damage; or
- ordinary wear and environmental exposure that is not attributable to a defect in the supplied product.
This section does not exclude liability that cannot legally be excluded.
Non-Custom Products
If ASC Signs sells a standard, non-personalized product that has not been fabricated or modified specifically for you, please contact us before returning it.
Any approved return must be unused and in its original condition unless the product is defective or applicable law provides otherwise.
Do not ship a product back to ASC Signs without first contacting us for return instructions.
Refunds
Approved discretionary refunds will normally be issued to the original payment method.
Processing times after a refund is issued may vary depending on the bank or payment provider.
Where a customer exercises a cancellation or refund right provided by applicable law, ASC Signs will process the refund within the period and on the terms required by that law.
Online Orders & Your Legal Rights
Online and other qualifying remote purchases may constitute distance sales contracts under British Columbia law.
Applicable law may provide consumers with cancellation and refund rights in certain circumstances, including where required contractual information or a copy of the contract is not provided, or where goods are not supplied within applicable statutory time periods. Those statutory rights apply regardless of ASC Signs’ discretionary policies above.
Contact Us
For cancellations, damaged products, manufacturing issues, or questions about this policy, contact:
ASC Signs / Address Signage Company
North Vancouver, British Columbia, Canada
Email: info@onlinesignco.com
Phone: (604) 984-7446
Please include your order number whenever possible.