Returns & Refund Policy

At Custom Embroidered Patches UK, we take pride in delivering high-quality, made-to-order products. Because our patches are customised to your specific design, our returns and refund policy is slightly different from standard retail products.

This page explains everything clearly, so you know exactly where you stand before placing an order.

1. Custom Products and Returns

All of our patches are made to order based on your artwork, specifications, and approval of the final design proof.

For this reason:

  • Custom embroidered patches are non-returnable unless there is a fault or error on our side
  • We cannot accept returns for:
    • Change of mind
    • An incorrect design was submitted by the customer
    • Colour variations approved in the digital proof

We strongly recommend checking your design proof carefully before approving production.

2. Faulty or Incorrect Items

If your order arrives with a defect or does not match the approved design, we will put things right.

This includes:

  • Manufacturing defects
  • Incorrect sizing
  • Wrong design or artwork used
  • Major colour discrepancies beyond the approved proof

What to do:

Please contact us within 7 days of receiving your order with:

  • Your order number
  • Clear photos of the issue
  • A brief description of the problem

Once reviewed, we will offer one of the following:

  • A free remake of your patches, or
  • A full or partial refund, depending on the situation

3. Design Approval Responsibility

Before production begins, you will receive a digital proof of your patch design.

By approving this proof, you confirm that:

  • The design layout is correct
  • Colours are acceptable
  • Text spelling and details are accurate

We are not responsible for errors that were present in the approved design.

4. Colour and Material Variations

While we aim for accuracy, slight variations may occur due to:

  • Screen differences (digital vs physical colours)
  • Thread and fabric limitations
  • Lighting conditions

These minor variations are considered normal and are not treated as faults.

5. Order Cancellations

You may cancel your order before production begins.

If production has already started:

  • Cancellation may not be possible, or
  • A partial fee may apply to cover work already completed

Please contact us as soon as possible if you need to make changes.

6. Refund Processing

If a refund is approved:

  • Refunds are issued to your original payment method
  • Processing time is typically 5-10 working days
  • You will receive confirmation once the refund has been processed

7. Shipping Issues

If your order is delayed, lost, or arrives damaged during shipping:

  • Contact us immediately
  • We will work with the courier to investigate
  • A replacement or refund will be arranged where appropriate

8. Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law.

9. Contact Us

If you have any questions about returns or refunds, please get in touch:

We’re here to help and will always aim to resolve any issues quickly and fairly.