At CustomEmbroideredPatches.uk, customer satisfaction is important to us. We do not offer a standard refund policy for custom-ordered products, as each item is manufactured to the customer's specific requirements. Before placing an order, please review the following policy carefully.
1. Order Cancellation
- Customers can cancel an order at any time before artwork approval and before the production phase begins.
- Pre-production cancellations are eligible for a full refund.
- Refunds will be processed using the original payment method wherever possible.
- Once production has officially started, orders cannot be cancelled or refunded.
- Where applicable, any custom manufacturing setup costs incurred prior to cancellation will be deducted from the refund amount.
2. Artwork Approval
- All custom embroidered patches and badges require formal artwork approval prior to manufacturing.
- Customers are required to thoroughly review the following details in their proof:
- Design layout and composition
- Thread and fabric colours
- Exact physical dimensions
- Spelling and typography
- Logos and graphic elements
- Placement details
- Once the artwork proof is approved, CustomEmbroideredPatches.uk assumes no responsibility for any errors present in the finalised design.
3. Refund Eligibility
A refund or order credit will only be considered under the following specific circumstances:
- The cancellation request is submitted before production has started.
- A billing error occurred and payment was wrongly processed.
- Unforeseen internal circumstances prevent our company from completing your order.
- An unresolvable technical production problem is identified during manufacturing.
- Note: All refund requests require full order documentation to be submitted for administrative review.
4. Manufacturing Errors
We take great pride in our custom embroidered products. In the event of a significant manufacturing defect, please contact our team immediately upon receiving your shipment.
- Eligible Defect Examples:
- Incorrect physical sizing dimensions
- Incorrect backing options applied
- Significant structural deviation from the approved artwork design
- Manufacturing faults that compromise the overall product usability
- Customers will be asked to provide clear photographs and supporting details to assist our quality assurance team during the review process.
- If the error is determined to be our responsibility, we will resolve the issue by providing a replacement order, a partial refund, a full refund, or store credit depending on the case context.
5. Shipping and Delivery
- All shipping and transit timelines provided by CustomEmbroideredPatches.uk are estimates only and cannot be guaranteed.
- Refunds are not issued for delivery delays caused by external factors, including:
- Courier service delays
- Border customs inspections
- Inclement weather conditions
- Regional transportation disruptions
- If a shipment is officially confirmed as lost in transit by the carrier, we will coordinate with the shipping company to secure a suitable resolution for your order.
6. Non-Refundable Circumstances
Refunds, credits, or complimentary re-runs will not be granted for:
- Errors present in the approved artwork proof (including spelling mistakes).
- Any approved design choices selected during the proofing phase.
- Minor colour variations inherent to the textile embroidery manufacturing process.
- Claims or complaints submitted after unreasonable delays.
- Production delays caused by late customer responses or slow proof approvals.
- Design alteration requests submitted after production has already commenced.
- Change of mind after the custom products have been manufactured to your approved specifications.
7. Replacements
In some cases, a product replacement run will be provided instead of a financial refund. The decision to replace items is determined on a case-by-case basis depending on:
- The exact nature of the reported issue
- Our production facility findings
- The supporting photographic evidence provided by the customer
- The overall context of the order
- We aim to resolve all client concerns fairly without compromising on product quality or customer satisfaction.
8. Review Process
- All refunds, replacements, and manufacturing complaints are evaluated individually on a case-by-case basis.
- To expedite your inquiry, we may ask you to provide your order information, approved artwork proofs, clear photographs of the items, and shipping documentation.
- Providing complete details helps our team investigate and address your concerns effectively.
- The submission of a complaint or request does not automatically guarantee approval.
