1. Scope

We primarily supply business customers. These terms apply to business-to-business orders unless the purchaser is a consumer, meaning an individual acting wholly or mainly outside their trade, business, craft or profession. Where the purchaser is a consumer, the Consumer Annex at the end applies and prevails to the extent of any inconsistency.

2. Eligible plain stock and unpersonalised goods

Eligible plain stock and unpersonalised goods may be returned within 30 days of delivery, provided that:

  • you contact us first for return instructions and, where applicable, a Return Merchandise Authorisation reference
  • the goods are unused, unopened where applicable, in their original packaging, and in fully resaleable condition
  • the goods are not specially sourced, custom made, personalised, printed, branded, embroidered, engraved, or otherwise made to your specification
  • the goods are returned complete, including any accessories, inserts, manuals, and outer packaging

This 30-day returns policy is an additional commercial benefit offered on eligible goods only. It does not apply to personalised, printed, bespoke, specially sourced, or made-to-order products unless we agree otherwise in writing.

Returns sent without prior contact may be delayed or refused where permitted by law.

3. Personalised, printed and made-to-order goods

All custom printed, personalised, bespoke and made-to-order goods are non-returnable and non-refundable except where they are faulty, damaged in transit, or supplied in error.

Orders for personalised or custom goods may be cancelled without charge only until final artwork, specification, or pre-production approval has been given. Once approval has been given and production has started, the order cannot be cancelled for change of mind.

4. Samples

Samples are supplied to help assess product quality, material, size and finish.

Unless faulty, damaged in transit, or supplied in error, samples are non-returnable and non-refundable. Samples are not covered by our 30-day returns policy unless we have agreed in writing before dispatch that a specific unopened, resaleable plain-stock sample may be returned under clause 2.

Where a return of an eligible sample is accepted, the customer is responsible for return carriage and the original delivery charge is non-refundable unless the sample was faulty or sent in error.

5. Faulty, damaged or incorrect items

Please inspect your order promptly on arrival.

If goods are damaged in transit, incorrect, short supplied, faulty, or suspected to contain a print or manufacturing error, please contact us as soon as reasonably possible with your order number and clear photographs. We may also ask for a physical sample where reasonably necessary to investigate the issue.

Where goods are confirmed to be faulty, damaged in transit, or supplied in error, we will, at our option where lawful and appropriate, repair, replace, reprint, provide a price reduction, or issue a full or partial refund. Nothing in this policy limits any statutory rights that cannot lawfully be excluded.

6. Artwork approvals, proofs and tolerances

We do not proceed to production until you approve the final artwork, proof, or pre-production sample where applicable.

Reasonable manufacturing and print tolerances apply. Minor variations in shade, print placement, material finish, size, or alignment that fall within normal industry tolerances are not defects. Colours shown on screens may differ from the final physical result. Where Pantone references are agreed, we will print to the approved reference as closely as reasonably possible, subject to the material, print method, and normal production tolerances.

7. Overruns and underruns

Bulk production may result in small quantity variances. Unless otherwise agreed in writing, we reserve the right to supply and invoice up to plus or minus 5 percent of the ordered quantity. If you require an exact quantity, this must be agreed in writing before production and may affect price.

8. How to return eligible goods

Please contact us before sending anything back so we can confirm eligibility, provide the correct return address, and issue any relevant return reference.

You remain responsible for goods you return until they are received by us. For your protection, we strongly recommend using a tracked delivery service with signature on delivery and retaining proof of posting and proof of delivery. For business customers, and for discretionary returns accepted outside statutory rights, we may require returns to be sent by a tracked and signed-for service.

Returns must be packaged securely. We are not responsible for loss or damage in transit where the return is arranged by you.

9. Return costs and original delivery charges

For business customers, and for change-of-mind returns of eligible goods, return shipping costs are your responsibility. Original outbound delivery charges are non-refundable unless the goods were faulty, damaged in transit, or supplied in error, or unless consumer law requires otherwise.

If goods are faulty, damaged in transit, or incorrect, we will cover reasonable return costs or arrange collection where appropriate.

10. Refunds

Where a refund is due, it will be processed to the original payment method without undue delay.

For consumer cancellations of eligible non-personalised goods, refunds are generally made within 14 days of receiving the returned goods back, or evidence that they have been sent back.

For faulty goods, refunds will be made in accordance with applicable law once the refund is agreed as due.

If returned goods are found to have been used, damaged, incomplete, or not in a resaleable condition beyond what is reasonably necessary to inspect them, we may reduce the refund or refuse the return to the extent permitted by law.

11. Limitation of liability

For business customers, we are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss. Subject to clause 11.2, our total liability arising from any order is limited to the price paid for the goods under that order.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. Any limitation applying to business customers is subject to the reasonableness requirements of applicable law.

12. Governing law

These terms are governed by the laws of England and Wales and the courts of England and Wales shall have jurisdiction, subject to any mandatory consumer rights that apply in the country where a consumer resides.

Consumer Annex

This Annex applies only where the purchaser is a consumer.

A. Cancellation rights for eligible non-personalised goods

Where a consumer buys eligible non-personalised goods online, by mail order, or by phone, they may have a legal right to cancel within 14 days of delivery, and then a further 14 days to send the goods back. Personalised goods, goods made to the consumer’s specification, and clearly bespoke goods are excluded from that cancellation right.

As an additional commercial benefit, we extend our returns window for eligible plain stock and unpersonalised goods to 30 days from delivery, subject to the conditions in clause 2 above.

B. How to exercise cancellation or request a return

To exercise a cancellation right or request a return, please contact us first using the contact details shown on our website, quoting your order number and the goods you wish to return. We will then confirm the correct return procedure and address.

C. Return costs

For consumer change-of-mind returns of eligible goods, the consumer is responsible for return postage unless we agree otherwise. We strongly recommend using a tracked delivery service with proof of posting and delivery.

D. Faulty goods

Consumers are entitled to goods that are of satisfactory quality, fit for purpose, and as described. If goods are faulty, consumers may have a short-term right to reject within 30 days, and after that repair or replacement is usually the first remedy before other remedies apply.

E. Refund timing

Where a consumer is entitled to a refund, we will refund without undue delay and in accordance with applicable law. For eligible cancellations, refunds are generally made within 14 days of receiving the goods back or evidence that they have been sent back. For agreed faulty-goods refunds, refunds must be made without undue delay and, in the relevant cases, within 14 days of agreement that a refund is due.