Legal

Returns and refunds

Last updated: 30 July 2026

This policy explains how to send goods back to [LEGAL NAME LTD] and what you get back. Nothing here reduces your statutory rights.

1. Right to cancel, 14 days

If you buy as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive the goods to cancel the order, with no reason needed.

• Tell us within those 14 days by emailing [EMAIL] with your order number.
• You then have a further 14 days to send the goods back.
• We refund within 14 days of receiving the goods, or of receiving proof that you have sent them.

2. Refunds

A refund covers the price of the goods plus the standard delivery cost you paid. If you paid extra for an express or timed delivery, we refund the standard rate rather than the upgrade.

Refunds go back to the payment method you used, in the currency you were charged in. Where an order was invoiced in euro and you paid in sterling, your bank's own conversion may differ slightly from the fixed rate shown on our catalogue. We do not charge restocking fees on standard cancellations.

3. Return postage

• Change of mind: you pay the cost of return postage. This is stated here and again before checkout.
• Faulty, damaged or wrongly supplied goods: we always pay the return postage, and we arrange collection for anything larger than a single carton.

4. Condition of returned goods

You can handle and inspect goods as you would in a shop: open a carton, check the fabric, try a sample garment. If the value of an item is reduced by handling that goes beyond checking it, for example if a garment has been printed, embroidered, washed or worn, we may deduct that reduction from your refund.

5. Exceptions to the 14-day cancellation right

The right to cancel does not apply to:

• Personalised or made-to-order items, including anything printed or embroidered to your artwork.
• Sealed hygiene products once the seal is broken, which for us means socks and underwear.

6. Faulty, damaged or misdescribed goods

Separately from the cancellation right, the Consumer Rights Act 2015 gives consumers the right to:

• reject faulty goods for a full refund within 30 days of delivery;
• ask for a repair or replacement after 30 days and up to 6 months, and a refund if that fails.

This applies even to items that are otherwise excluded from change-of-mind returns, and we pay the return postage.

7. How to return an item

• Email [EMAIL] with your order number and the style codes.
• We confirm the return address and give you a returns reference.
• Repack the goods in the original carton where you can, and mark the reference on the outside.
• Send them to [LEGAL ADDRESS] and keep your proof of postage.

8. Trade orders

The 14-day cancellation right above is a consumer right and does not apply to business purchases. We still accept returns of unopened, unmarked cartons within 14 days of delivery on any stock style, and we credit the goods value in full. Made-to-order and decorated goods are not returnable. Faults, shortages and wrongly supplied cartons are always our cost, whoever is buying. Tell us within 5 working days of delivery so we can trace the carton.

9. Contact

Questions about a return? Email [EMAIL], call [PHONE], or write to [LEGAL ADDRESS]. We reply within 2 working days.