What qualifies for a return

Q: What qualifies for a return

When a return qualifies, what falls outside the policy, and the 14-day reprint and 30-day statutory windows.

What qualifies for a return

Returns are accepted for the following:

Print errors. Wrong colour, wrong placement, wrong size on the print, smudges, misprints.
Manufacturing defects. Loose seams, holes, dye runs, faulty zips.
Wrong item. What arrived is not what you ordered.
Damage in transit. The courier got it wet, crushed, or torn before it reached you.

If the issue falls into one of those, tell us within 14 days of delivery and we will reissue it as a priority reprint, usually with no return needed once we confirm the fault from your photos. That 14-day reprint promise sits on top of your statutory right to a refund on faulty goods within 30 days of delivery, which we always honour. We cover everything: return shipping if we need the item back, and either a reissue or a refund.

What is outside the policy

Because we make to order, the following are not returnable unless they are defective:

A design you approved on the proof and that arrived as drawn.
A size you ordered that did not fit. Order a sample kit first to confirm fit (see the sample kit article).
A change of mind on a customised item.

Once an item is printed or embroidered to your design, it cannot be resold or reused, so a change-of-mind return is not possible on customised goods. This is the made-to-order exception under UK consumer law (Consumer Contracts Regulations 2013).

Bulk orders

For orders of 50 or more units, the 14-day reprint window starts from the delivery date of the first parcel, and the statutory 30-day refund window runs from the same date. If something looks wrong, raise it as soon as you see it and we will investigate the rest of the batch.