Returns & Replacements Policy
We operate a clear and controlled returns process designed to protect both our customers and the quality of our products and services. Our objective is to provide a responsive and fair returns and replacement service while maintaining clear accountability throughout the order process.
All returns and quality issues are recorded and monitored to support continuous improvement in our products, processes and customer service.
1. Standard Stock Products
Unused, non-personalised stock items may be returned subject to prior agreement and our standard returns procedure. Products must be returned in their original condition, with all original packaging and labels intact, within 2 weeks of receipt of goods.
Returns must be authorised in advance and may be subject to applicable restocking or return carriage charges where appropriate.
2. Personalised & Embroidered Products
Personalised, embroidered or otherwise decorated products are produced specifically to the customer's requirements and are therefore normally non-returnable where the goods have been correctly manufactured in accordance with the approved specification.
3. Faulty or Incorrect Goods
Any product that is faulty, damaged, incorrectly supplied or does not conform to the agreed specification will be investigated promptly.
Where the issue is attributable to our production or fulfilment process, we will, as appropriate:
- Replace the affected product(s)
- Correct the decoration where practicable
- Provide a credit or refund where appropriate
- Arrange return or collection of defective goods where required
Our priority is to resolve issues quickly and minimise disruption to the customer's operation.
4. Sizing Issues
Personalised, embroidered or otherwise decorated products that have been ordered in an incorrect size cannot be returned. If you are unsure on sizing, please contact the sales office prior to the order being placed for advice/guidance. Sizing varies between manufacturers.
5. Reporting Issues
Customers should notify us within 7 days after receiving an order if there is an issue with the goods.
Details should include the order number, product information, quantity affected and, where appropriate, photographs of the issue. This enables our team to assess the problem quickly and agree the appropriate resolution.
6. Quality Investigation
Returned or disputed products are assessed against the original order specification and approved artwork.
Where an issue relates to embroidery, we will review the digitised design, production settings, garment/product and finished embroidery to establish the cause and determine the appropriate corrective action.
7. Replacement & Corrective Action
Where a genuine production error is identified, replacement products will be prioritised wherever operationally possible. We will work with the customer to agree a suitable timescale based on the urgency and quantity required.
Where a wider quality issue is identified, appropriate corrective and preventative action will be taken to reduce the likelihood of recurrence.
8. Customer-Supplied Products
Where customers supply their own garments or products for embroidery, we will take reasonable care during handling and production. However, we cannot accept responsibility for inherent defects, pre-existing damage, incorrect sizing or weaknesses in customer-supplied products.
Where practicable, potential issues identified before production will be brought to the customer's attention.
