Refund policy.

You may cancel an order for a full refund any time before we approve your artwork and capture payment. This window typically stays open for up to one business day after you place the order — while our team reviews your files for printability.

Once payment is captured, your order has been forwarded to production and cannot be cancelled. Custom prints in particular are made to order; production costs cannot be recovered after that point.

To request cancellation, email info@counterhubdisplays.com with your order number.

Custom-printed items (any product or variant that includes a printed graphic) are made to order and are not eligible for return, exchange, or refund once production begins. This is the trade-off of custom fulfillment: every print is unique to your file, so we can’t resell it.

If a print arrives with a defect, we will reprint it at no charge under the conditions below.

What counts as a defect

Production errors that are objectively different from the digital proof you approved: misprints, registration errors, smearing, substrate damage, alignment errors, missing artwork elements, or color output that materially fails to match the approved proof.

What does not count as a defect

Custom prints are produced in CMYK and may display slight color variation from on-screen RGB previews. This is a normal characteristic of CMYK printing and not grounds for a claim. Our defect process compares the printed output against the approved digital proof, not against any other reference.

Damage caused after delivery (transit damage handled separately below, or wear from use) is also not a print defect.

How to file a print defect claim

Within 30 days of delivery, email info@counterhubdisplays.com with:

• Your order number
• Clear photographs of the defect
• Reference to the approved artwork file (file name and order line)

We review claims within 5 business days of receipt and, if eligible, dispatch a reprint at no charge. Claims received after 30 days will not be processed.

Hardware (non-printed counters, cases, frames, stands, bases, accessories) may be returned within 30 days of delivery subject to these conditions:

• Item is unused and undamaged
• Item is in original packaging with all included parts
• Return shipping is paid by the customer
• A 15% restocking fee is applied to the refund

How returns work

Email info@counterhubdisplays.com with your order number to request a return authorization. We will reply with the return shipping address (Expolinc’s US warehouse, where the hardware originates) and an authorization code to include with the package.

Once Expolinc confirms receipt and verifies condition, we refund the item price minus the restocking fee, typically within 5–10 business days of confirmation. Original shipping costs are not refunded.

Expolinc covers their hardware against manufacturing defects for the lifetime of the product. This includes frame fatigue, joint or hinge failure, defective locking mechanisms, and similar manufacturing-side failures.

The lifetime warranty does not cover damage from misuse, accidental damage, modifications, or wear from regular use over time (worn fabric panels, cosmetic scratches from repeated transport, etc.).

Warranty claims are handled directly by Expolinc’s US office (they manufacture the product and stock the replacement parts). We’ll provide their contact information at the time of claim, and we can help facilitate documentation if needed. Practical claims are typically resolved by Expolinc shipping a replacement part directly.

All shipments are insured by the carrier (UPS, FedEx, or USPS depending on the route). If a shipment arrives with visible packaging damage:

1. Photograph the packaging before opening
2. Photograph the damaged contents after opening
3. File a damage claim directly with the carrier within their claim window (usually 5–15 days from delivery for most carriers)

We can provide shipping records and weight/dimensions documentation to support your carrier claim — email info@counterhubdisplays.com and we’ll send what the carrier needs.

We’d rather hear from you before the trade show than after. If anything in this policy isn’t clear or your situation isn’t covered, email info@counterhubdisplays.com and we’ll get back to you the same business day.