Refund policy

Last updated: 8 October 2026

We want you to be happy with your product. If something is not as it should be, contact us and we will find a solution.

Email: sm@skiltiogmerkingar.is
Phone: 454-1001
Address: Hólmbergsbraut 9a, 230 Reykjanesbær

1) Satisfaction guarantee

The satisfaction guarantee applies to all products bought in the online shop, both custom-made and standard. If you are not satisfied with the product, you get a new one made. Quotes and large business orders follow what is agreed in each case.

  • A photo and a reason are enough. Email us at sm@skiltiogmerkingar.is with a photo of the product and tell us why you are not satisfied. Do this within 14 days of receiving the product. It is enough that the email is sent within 14 days.
  • You do not need to send the product back.
  • The new product and its shipping cost you nothing.
  • If you are very dissatisfied with the new product, you can ask for a refund. Let us know within 14 days of receiving the new product. You then send it back to us and we pay the postage. We refund the full purchase price of the product once it has reached us (see section 6). There are no requirements as to its condition, and you do not need to send the first product.
  • An error you typed or approved yourself (e.g. in spelling) is your responsibility and is not covered by the satisfaction guarantee (see section 5).
  • Standard products: instead of a new product, you can also return the product within 30 days of receipt and get a refund (see section 3).

The satisfaction guarantee is in addition to your statutory rights regarding defects and does not limit them. If the product is defective, section 4 applies, and there the time limit is generally two years, not 14 days.

The guarantee is given by Skilti og Merkingar & Tec ehf., reg. no. 450901-3260, Hólmbergsbraut 9a, 230 Reykjanesbær, which operates the shop Skilti og merkingar.

2) Custom-made products (with a name, custom text or to your specification)

Most of our products are custom-made (e.g. with a name, address or custom text). The statutory 14-day right to withdraw from online purchases does not apply to goods made to the buyer's specifications or clearly personalised (item c of Article 18 of Act No. 16/2016 on Consumer Contracts).

After delivery, custom-made products can therefore generally not be returned and are not refunded, except under the satisfaction guarantee (section 1) or in the case of a defect, a production mistake or damage in transit (section 4).

If you cancel before the product is delivered, we cannot hold you to the purchase. We may, however, claim compensation for the loss the cancellation causes us, e.g. for materials and work already put into making it (Article 41 of Act No. 48/2003 on Consumer Sales).

3) Standard products (not personalised)

If the product is not custom-made (without a name or custom text), you can withdraw from the purchase and return the product within 30 days of receiving it. You do not need to give a reason. The satisfaction guarantee (section 1) also applies to these products.

Let us know with a clear statement, e.g. an email to sm@skiltiogmerkingar.is or a letter to Hólmbergsbraut 9a, 230 Reykjanesbær. You may use the standard form in section 8, but it is not required. It is enough that the notice is sent within the time limit.

You may inspect and try the product as needed to see what it is like and how it works. If its value is reduced through any other handling, you are responsible for that reduction (paragraph 4 of Article 22 of Act No. 16/2016).

Return postage: We pay the cost of returning the product to us.

4) Defect, production mistake or damage in transit

If the product arrives damaged, or if we have made a production mistake (e.g. wrong text compared with the order, wrong material, wrong colour or wrong size), we offer an appropriate solution.

  • Let us know without undue delay after you discover a defect, preferably with a photo. Notice within two months of discovering it is always considered prompt enough, as long as the final time limit has not passed. The final time limit is generally two years from receipt, but five years if the product is intended to last considerably longer than usual (Article 27 of Act No. 48/2003 on Consumer Sales).
  • Send photos of the product and packaging (if relevant). If we need the product back, we pay the postage.

Solution depending on the circumstances:

  • A new product made or supplied at no cost to you,
  • a refund, or
  • another comparable solution agreed with you.

This does not limit your rights under the Consumer Sales Act. If the product is defective, you can demand a remedy or a new delivery at no cost to you. If that does not happen, you can demand a price reduction or cancel the purchase, and you may also be entitled to damages (Articles 26 and 29-33 of Act No. 48/2003). The satisfaction guarantee does not change these rights.

5) Incorrect information when ordering

Check the spelling and other details carefully before you confirm an order.

If incorrect text or information is entered or approved when ordering (e.g. a spelling mistake or a wrong address), it is generally your responsibility. It is not considered a defect, it is not covered by the satisfaction guarantee, and a custom-made product is then not refunded. Your right to return a standard product within 30 days (section 3) remains unchanged.

If a spelling mistake you made was missed by us, we may offer a new product at a discount. This is goodwill on our part, not your right and not a promise.

6) Refunds

If a refund applies:

  • We refund using the same payment method you used for the purchase, unless otherwise agreed.
  • Return of a standard product (section 3): we refund without undue delay and no later than 14 days after you told us you wanted to return the product. We may withhold the refund until the product has reached us or you have shown us that it has been sent, whichever comes first (Article 21 of Act No. 16/2016).
  • Satisfaction guarantee (section 1): within 5-10 working days of the new product reaching us again.
  • Defect, mistake or damage (section 4): within 5-10 working days of the case being confirmed.

Home delivery is free (see the Shipping policy). If you chose delivery to a parcel locker, the fee for it is not refunded, unless the product was defective or damaged or the mistake was ours.

7) How do I request a return or a solution?

Send an email to sm@skiltiogmerkingar.is and include:

  • your order number,
  • a description of the matter (for the satisfaction guarantee: why you are not satisfied),
  • a photo of the product (always for the satisfaction guarantee, otherwise if relevant).

To return a standard product it is enough to tell us you want to return it. A reason and a photo are not required.

Time limits: 14 days from receipt for the satisfaction guarantee (section 1) and 30 days from receipt to return a standard product (section 3). In both cases it is enough that the email is sent within the time limit. Defects must be reported without undue delay after you discover them, and generally within two years of receipt (section 4).

When a product is sent back to us under this policy, we pay the postage. Contact us before you send it and we will tell you how.

If a dispute arises, you can contact the Consumer Complaints Board (kærunefnd vöru- og þjónustukaupa), Borgartún 21, Reykjavík (kvth.is).

8) Standard withdrawal form

(complete and return this form to the seller only if you wish to withdraw from the contract)

  • To: Skilti og Merkingar & Tec ehf., Hólmbergsbraut 9a, 230 Reykjanesbær, sm@skiltiogmerkingar.is
  • I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
  • Ordered on (*)/received on (*)
  • Name of consumer(s)
  • Address of consumer(s)
  • Signature of consumer(s) (only if this form is notified on paper)
  • Date

(*) Delete as appropriate.