Refund policy
This policy sits alongside our Terms of Service. Where the two describe the same thing, the Terms govern.
Custom-printed goods
Items printed or embroidered with your branding cannot be returned or exchanged for change of mind. Every piece is made to your specification and carries your logo, so it cannot be resold. Please use the proof stage to check everything carefully.
This does not affect your rights where goods are faulty, and it does not limit any rights you have under applicable consumer protection law.
When we will replace or refund
We will replace or refund, at our option, any item that is:
- defective in the garment itself — holes, broken stitching, faulty fabric;
- defective in the print or embroidery — cracking, misregistration, ink coverage well below standard;
- materially different from the proof you approved;
- missing against the quantity on your invoice.
Variations listed under "Production tolerances" in our Terms of Service — small differences in placement, print size, colour reproduction, garment batch shade and quantity on large runs — are within specification and are not defects.
Errors that were present in the proof you approved are not grounds for a refund or reprint. The approved proof is the specification we produce against.
How to raise a claim
Email [EMAIL] within [NUMBER] days of delivery with:
- your order number;
- how many pieces are affected;
- photographs showing the problem clearly, including one of the whole garment.
We respond within [NUMBER] working days. We may ask you to return the affected items before we replace them; where we do, we cover the return shipping. Please keep the items until the claim is settled.
Where only part of an order is affected, we replace that part rather than the whole order.
Refunds
Approved refunds are issued to your original payment method within [NUMBER] working days of us confirming the claim. Your bank or card issuer may take a further few days to show it. Original shipping charges are refunded where the whole order was defective.
Cancelling an order
You can cancel free of charge at any point before you approve the proof.
After proof approval, materials and production time are committed to your order. A cancellation at that stage is charged at [PERCENTAGE]% of the order value, or the cost of work and materials already incurred, whichever is lower. Once printing has started, orders cannot be cancelled.
Damage in transit
Please inspect your delivery on arrival. Tell us about transit damage or a shortage within [NUMBER] days of delivery, with photographs of the packaging as well as the goods, so we can raise it with the courier.
Questions
Email [EMAIL] or call [PHONE]. Grievance Officer: [NAME], [EMAIL].