HERITAGE SIGNWORKS
Customer Service & Store Policy
Customer Service & Store Policy
Our goal is to provide high-quality signage, printing, and graphic design while treating every customer fairly and respectfully. By placing an order with Heritage Signworks, you agree to the following terms and conditions.
1. Quotes
• All quotations are valid for 30 days unless otherwise stated.
• Prices are subject to applicable GST/PST.
• Quotes are based on the information supplied at the time of quotation.
• Changes to artwork, quantities, materials, sizes or specifications may result in revised pricing.
2. Design Labour
Graphic design is a professional service.
• Design time is billed regardless of whether an order proceeds.
• Design charges apply to:
• Design labour begins once work has started.
• Design fees are non-refundable.
• Customer-supplied artwork that requires modification will be billed accordingly.
3. Artwork Approval
Customers are responsible for reviewing all proofs carefully.
Approval confirms:
Once approval is received, Heritage Signworks is not responsible for errors approved by the customer.
Production will not begin until final approval has been received unless otherwise agreed in writing.
4. Rush Orders
Rush service is available only when production capacity allows.
Please note:
• Not all jobs can be completed immediately.
• Rush requests do not move ahead of previously scheduled customer orders unless approved by management.
• Rush fees may apply.
• We cannot guarantee completion dates for jobs affected by supplier delays, weather, equipment failure, shipping delays or circumstances beyond our control.
Demanding immediate service does not create an obligation for Heritage Signworks to interrupt existing production schedules.
5. Payment
Unless otherwise agreed:
• New customers may be required to pay a deposit before work begins.
• Custom orders may require up to 100% payment in advance.
• Final payment is due before products are released.
• Accounts overdue may be subject to interest as permitted by law.
• Collection costs arising from unpaid accounts are the responsibility of the customer where legally recoverable.
6. Cancellations
If production has begun:
• Design labour remains payable.
• Materials already ordered or produced are non-refundable.
• Custom products cannot generally be resold and are therefore non-refundable.
7. Returns
Due to the custom nature of our products:
We do not accept returns or exchanges for:
If a manufacturing defect or production error caused by Heritage Signworks is identified, please notify us within 7 days of receiving your order.
8. Colour Variation
Colours displayed on:
may differ from printed products.
Exact colour matching cannot always be guaranteed unless specifically quoted as a colour-matching service.
Minor colour variations are considered industry standard.
9. Customer-Supplied Files
Customers are responsible for supplying artwork suitable for production.
Heritage Signworks is not responsible for:
Artwork requiring repair will incur additional design charges.
10. Production Times
Estimated completion dates are estimates only.
Completion may be affected by:
11. Customer Conduct
We are committed to providing a respectful workplace.
Abusive behaviour toward employees will not be tolerated.
This includes:
Heritage Signworks reserves the right to:
Police may be contacted if staff safety is threatened.
12. Safety
For everyone’s safety:
Customers must remain in designated public areas.
Entry into production areas is prohibited unless accompanied by a staff member.
This includes areas containing:
Unauthorized entry into restricted areas is at the customer’s own risk and may result in removal from the premises.
Children must remain under adult supervision at all times.
Pets are not permitted in production areas unless they are certified service animals.
13. Pick-Up of Orders
Customers should inspect products upon pickup.
Orders not collected within a reasonable period may incur storage charges.
Orders remaining unclaimed for an extended period may be disposed of after reasonable notice where permitted by law.
14. Installation
Installation dates are subject to:
Unsafe installations will be postponed until conditions are safe.
15. Permits
Unless specifically included in your quotation, obtaining permits, approvals and inspections is the customer’s responsibility.
16. Warranty
Products are warranted against defects in workmanship for the period specified on your quotation.
The warranty does not cover:
Manufacturer warranties apply where applicable.
17. Intellectual Property
Customers confirm they have permission to reproduce all supplied:
Customers agree to indemnify Heritage Signworks against claims arising from unauthorized reproduction of supplied materials.
18. Photography
Unless otherwise agreed in writing, Heritage Signworks may photograph completed work for portfolios, social media, advertising and promotional purposes.
19. Limitation of Liability
Heritage Signworks’ liability is limited, to the extent permitted by applicable law, to the value of the products or services purchased.
We are not responsible for indirect, incidental or consequential damages including lost profits, business interruption or delays arising from circumstances beyond our reasonable control.
Nothing in this policy limits any rights customers may have under applicable consumer protection laws.
20. Right to Refuse Service
Heritage Signworks reserves the right to refuse or discontinue service where:
21. Acceptance
By approving artwork, paying a deposit, placing an order or accepting delivery, the customer acknowledges that they have read and accepted these policies.