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Q: Can I return custom printed café barrier panels if I change my mind?
A: Custom printed items are usually non-returnable for change of mind. Discuss kept-stock or template-based options with your account manager before ordering.
Q: What is your cancellation policy for café barrier orders?
A: Cancellation is accepted prior to production start (no/minimal charge). Once production starts, fees may apply to cover materials and labour. Trade order terms are included in your quote/contract.
Q: How do I cancel an order and what information is needed?
A: Email your account manager or returns team with: order number, product code, reason for cancellation, and refund/credit preference. Fees after production will be included in reply.
Q: What should I do if café barrier panels arrive damaged?
A: Inspect at delivery and:
Q: Who pays for collection of faulty goods?
A: If supplier-responsible, Northern Flags pays. If site-caused, customer may cover return costs.
Q: What evidence is required to validate a damage/fault claim?
A: Photos (close-up + full panel), delivery note with date/time, order number, product code, and short description. Videos are helpful for hardware faults.
Q: What warranty do café barriers come with?
A: Manufacturer’s warranty covers defects in materials and workmanship, typically 12 months for hardware and 12–24 months for print. Check your contract/quote for specifics.
Q: What is NOT covered by the warranty?
Q: How do you handle warranty claims?
A: Submit claim with photos and delivery docs. Northern Flags will inspect and arrange repair/replacement or a credit note as appropriate.
Q: How quickly can faulty panels be reprinted?
A: Verified supplier faults are prioritised. Typical SLA: 3–7 working days depending on volume and finish. Express/staged options available.
Q: How do reprints work for large runs with partial faults?
A: Usually only faulty quantity is reprinted. Whole-run reprints may be proposed for colour/registration issues, agreed before reworking.
Q: Are reprints charged if artwork was supplied incorrectly?
A: Yes — costs apply if customer-supplied artwork is incorrect. Always confirm soft/hard proof approval to avoid disputes.
Q: Can minor repairs be done on site?
A: Yes — minor repairs like pole pockets, hems, zips can be handled on-site. Structural repairs may require return to workshop.
Q: How are repair costs handled?
A: Repairs under warranty are free. Out-of-warranty repairs are chargeable; estimates provided before work proceeds.
Q: Do you offer scheduled maintenance visits for trade accounts?
A: Yes — periodic inspection and maintenance visits can be booked as a service contract.
Q: How are refunds processed for accepted returns/faults?
A: Once faults are validated, refunds are issued via original payment or credit note for trade accounts (7–14 working days).
Q: What is a credit note and when is it used?
A: Internal accounting document to offset future orders, or preferred over cash refunds for trade accounts.
Q: How do I query an invoice after a return/partial replacement?
A: Contact your account manager with RMA/returns reference. Updated invoice or credit note issued.
Q: How long to acknowledge and respond to returns/faults claims?
A: All claims acknowledged within 24 business hours with initial next steps and estimated timeline.
Q: Typical timeline from claim to replacement/repair?
A: Workflow: Acknowledge & request evidence (24h) → QA review 1–3 days → schedule collection/repair or replacement 3–10 working days. Trade SLAs may be faster.
Q: What if I disagree with the returns outcome?
A: Escalate to account manager; if unresolved, Northern Flags arranges independent inspection or sample proof comparisons.
Q: Do you offer insurance for transit during multi-site deliveries?
A: Transit insurance can be arranged on request. Courier damage claims are handled with POD photos to speed resolution.
Example email:
Hi — please find a returns request for Order # NF-12345. Delivered 12 Aug 2025 to The Green Café, 12 High Road, GL1 2AB. 3 of 12 panels have vertical banding and mis-registration visible in photos attached. POD signed with “damage noted” by courier. Please confirm RMA and replacement timeline. Contact: [Name, phone]. Thanks.
Submit claim → acknowledged within 24 hours → QA review → RMA issued if valid → collection/replacement scheduled → repair/replacement delivered → case closed, credit/refund processed.
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