Refund Policy

This policy is issued by Signature Scouts Ltd and covers when we refund money to your card. For what happens to your physical item, see the Returns Policy.

1. How to request a refund

Email Signaturescoutshq@gmail.com with your order number. Eligible refunds are processed back to the original payment method via Stripe, usually within 5–10 working days; your bank may take a day or two longer to credit it.

2. Full refunds

You receive a full refund of the signing fee, service fee, postage and any add-ons in the following cases:

• The event is cancelled by the organisers and we are unable to obtain the signature at a rescheduled date.
• The creator withdraws from the event entirely before signing your item.
• We fail to attempt the signing due to our own error.
• You cancel at least 72 hours before the event and have not yet shipped your item to us.

3. Partial refunds

• Creator refuses a specific item on the day — we refund the signing fee but retain the service fee, which covers our time queueing and handling your booking.
• Grading add-on unavailable — we refund that specific add-on; the rest of the booking proceeds normally.
• You cancel within 72 hours of the event — we may retain an amount proportionate to the work already done (typically the service fee).

4. Non-refundable items

• Outbound postage you paid to a courier to send your item to us — we cannot refund a payment made to a third party.
• Return postage already incurred — once a courier label has been bought and the parcel collected, that cost is locked in.
• Service already performed — once the signing has been attempted at the event, the service is regarded as fully performed (see section 10 of the Terms of Service).

5. Disputed transactions & chargebacks

Please contact us before raising a chargeback with your bank — we resolve almost all issues directly. Chargebacks filed without prior contact will be defended with our records (order detail, Stripe payment ID, courier documentation, event records).

6. Refund information and your privacy

We use order references, transaction records and relevant correspondence to assess refunds and disputes. Necessary evidence may be shared with Stripe, your payment provider or advisers. Never email full card details or security codes; refunds are made through the original payment method. Required accounting records may remain after a refund. See our Privacy Policy for retention criteria and your rights. Nothing here prevents you exercising statutory consumer or data-protection rights.

Company and contact details

Signature Scouts Ltd 2026 © Registered in England and Wales (Company Number: 17286860). Registered office: 167-169 Great Portland Street, London, England, W1W 5PF

Email: Signaturescoutshq@gmail.com. Use this address for customer service, privacy questions and data-rights requests.

The registered office is for legal correspondence. Please do not send items for signing there; use the delivery instructions supplied with your booking.