These Terms and Conditions (“Terms”) govern all orders placed with Custom Iron On Patches Ltd (“the Company,” “we,” “us,” “our”) through the website customirononpatches.co.uk, by email, by phone or in person at our Birmingham workshop. By placing an order, you agree to be bound by these Terms.
Please read these Terms carefully before placing an order. We recommend that you save or print a copy for your records.
Last updated: [05-May-2026]
1. About Us
1.1 The Company
| Detail | Value |
| Legal name | Custom Iron On Patches Ltd |
| Trading name | Custom Iron On Patches |
| Company type | Private Limited Company (Ltd) |
| Registered office | 10 Newhall Street, Birmingham, B3 3AG, United Kingdom |
| [email protected] | |
| Phone | 07746 501247 |
1.2 Contacting Us
For all enquiries about these Terms or your order, contact us at the email or phone number above. We aim to respond to enquiries within one working day.
For specific document references, see:
- Privacy Policy – data handling
- Cookie Policy – cookie use
- Returns & Refunds Policy – refund framework
- Warranty Terms – formal warranty
- Quality Guarantee – quality commitment
- Acceptable Use & IP Policy – intellectual property
- Complaints Procedure – escalation pathway
2. Definitions
In these Terms:
- “B2C Customer” – a consumer placing an order for personal use (an individual customer not acting in the course of business)
- “B2B Customer” – a customer placing an order in the course of business (a company, school, council, NHS Trust, military unit, sports club, charity, sole trader acting commercially, etc.)
- “Order” – a customer’s request to purchase patches, accepted by the Company
- “Patches” – the custom embroidered, woven, PVC, printed and chenille patches manufactured by the Company
- “Proof” – a digital representation of the patch design, sent to the customer for approval before production
- “Bespoke Goods” – patches manufactured to the customer’s specifications or clearly personalised
- “Working Day” – Monday to Friday excluding UK bank holidays
- “UK GDPR” – the United Kingdom General Data Protection Regulation
- “Statutory Rights” – rights granted to consumers under UK consumer protection law that cannot be removed or restricted by contract
3. Order Process and Contract Formation
3.1 Quote Stage
Quotes are provided free of charge on request. A quote is not a contractual offer, it is an indicative price that the Company is willing to honour for a stated period (typically 30 days).
3.2 Artwork and Proof
Following quote acceptance, the customer submits artwork (or requests free design support). The Company prepares a digital proof typically within 24 hours of artwork submission and sends it to the customer for approval.
3.3 Contract Formation
A binding contract is formed when all of the following occur:
a) The customer approves the digital proof in writing (by email or via the customer portal where applicable) b) The Company confirms acceptance of the order in writing c) Payment is received in full or, for B2B accounts with approved 30-day terms, payment terms are confirmed
Production begins once the contract is formed.
3.4 Order Acknowledgement
The Company will acknowledge receipt of an order in writing. An acknowledgement is not order acceptance. The Company reserves the right to decline an order at its discretion (for example, where artwork breaches third-party intellectual property, see section 9).
4. Pricing and Payment
4.1 Pricing
Prices are quoted in British Pounds Sterling (GBP) and are based on the patch type, size, quantity, complexity, backing and border specified at quote stage. Indicative pricing is published on the pricing guide but exact pricing is confirmed at quote.
4.2 VAT
Custom Iron On Patches Ltd is VAT-registered. Prices on the website are total prices including VAT.
4.3 Minimum Order
The Company operates with no minimum unit quantity but a minimum order value of £70. Orders below £70 cannot be accepted.
4.4 Payment Methods
Payment can be made by:
- Card (Visa, Mastercard, American Express, Maestro, Visa Debit, Mastercard Debit) processed by Stripe
- PayPal
- Apple Pay and Google Pay processed by Stripe
- BACS / bank transfer (typically used for B2B and large orders)
- Pro-forma invoice (B2B accounts and public sector framework agreements)
- 30-day account terms (B2B accounts, subject to credit approval)
For full payment information, see payment methods and security.
4.5 Payment Timing
For standard orders, payment is required after proof approval and before production begins. For B2B accounts with approved 30-day account terms, payment is due 30 days from invoice date.
4.6 Late Payment (B2B)
For B2B Customers with 30-day account terms:
- Late payment may be subject to interest at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998
- Outstanding balances may result in suspension of credit terms and reversion to pro-forma invoicing
- The Company reserves the right to recover reasonable costs of collection
For B2C Customers, payment is required before production begins, so late-payment provisions do not normally apply.
4.7 Currency Conversion (International Customers)
International customers are charged in GBP. Currency conversion is handled by the customer’s card issuer or PayPal at the prevailing exchange rate. The Company is not responsible for exchange rate differences.
5. Production, Delivery and Risk
5.1 Production Lead Time
Standard production lead time is 5 to 10 working days from proof approval and payment. For very large orders (5,000+ units) or PVC patches requiring new mould creation, lead time may extend to 10-14 working days.
Production lead time is an estimate, not a guarantee. The Company will use reasonable endeavours to meet stated lead times but is not liable for delays caused by:
a) Customer-side delays (proof revision requests, payment delays, missing information) b) Force majeure events (see section 12) c) Third-party service interruptions (couriers, hosting, payment processors)
5.2 Rush Production
Rush production is available subject to workshop capacity. Rush production typically reduces lead time by 2-4 working days and carries a 15-25% premium on the standard order price. Rush availability and exact premium are confirmed at quote stage.
5.3 Delivery
Standard UK delivery is via tracked courier (Royal Mail Tracked 24 or DPD Next Day) with typical delivery times of 1-2 working days from dispatch. International delivery times vary by destination (typically 5-14 working days).
For full delivery information, see delivery information.
5.4 Risk and Title
a) Risk in the patches passes to the customer on delivery to the address specified by the customer or to the courier where the customer has nominated a specific courier b) Title in the patches passes to the customer once payment is received in full
For B2B accounts with 30-day terms, title passes only when the invoice is settled in full.
5.5 Damaged or Lost in Transit
For damage in transit or loss in transit, see the delivery information page and quality guarantee for the resolution process. The Company handles courier claims on behalf of the customer.
6. Bespoke Goods and Cancellation
6.1 Bespoke Goods Exemption
Custom Iron On Patches’ production is bespoke, made to the customer’s specifications and clearly personalised. Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, B2C Customers do not have the standard 14-day right to cancel for change-of-mind reasons once production has begun.
This exemption applies to the cancellation right only and does not affect the customer’s statutory rights for defective goods under the Consumer Rights Act 2015 (see section 8).
6.2 Cancellation Before Production Begins
Customers may cancel an order without charge before approving the digital proof in writing. To cancel before proof approval:
- Email [email protected] with the subject “Order Cancellation” and the quote/order reference
- The Company will confirm cancellation within one working day
- No charge applies for cancellations before proof approval
6.3 Cancellation After Proof Approval (Before Production Begins)
After proof approval but before production begins, cancellation requests are accepted subject to a charge equal to the design and digitising work completed (typically £70-£120 depending on complexity). The exact charge is confirmed at the time of cancellation.
6.4 Cancellation After Production Begins
Once production has begun, orders cannot be cancelled. The bespoke nature of the goods means production cannot be re-routed to other customers, and material/labour costs cannot be recovered.
This applies to both B2C and B2B Customers.
6.5 Cancellation by the Company
The Company may cancel an order in the following circumstances:
a) Force majeure (see section 12) prevents fulfilment b) Breach of these Terms by the customer (e.g. payment failure, IP infringement) c) Workshop capacity prevents fulfilment within reasonable time (rare, refund offered) d) Third-party IP infringement detected in customer artwork (see section 9.4) e) Suspected fraud in the order or payment
In each case, the Company will refund any payments received within a reasonable time.
7. Quality and Warranty
7.1 Quality Standards
Every patch is manufactured to match the approved digital proof and the Company’s documented internal quality standards.
7.2 Production Tolerances
Standard production tolerances apply:
- Dimensional tolerance, +/- 2mm from specified dimensions
- Pantone tolerance, +/- 2 Pantone shades from specified colour
- Stitch tension and density, uniform within the batch
These tolerances are unavoidable in textile production and do not constitute manufacturing defects.
7.3 Warranty Period
The Company warrants every patch for 14 days from the date of delivery for manufacturing defects. Defects reported within the warranty period are eligible for free remake or refund per the warranty terms.
7.4 Statutory Rights (B2C Customers)
B2C Customers have statutory rights under the Consumer Rights Act 2015 that apply in addition to (not instead of) the contractual warranty:
a) Satisfactory quality, goods must be of a standard a reasonable person would consider satisfactory b) Fitness for purpose, goods must be reasonably fit for any purpose made known to the Company c) As described, goods must match the description provided
Statutory rights cannot be removed or restricted by these Terms.
8. Returns, Refunds and Remakes
For full returns and refunds detail, see the returns and refunds policy.
In summary:
- Manufacturing defects are remade free of charge under the quality guarantee and warranty terms
- Bespoke goods are not eligible for change-of-mind returns under Reg 28(1)(b) Consumer Contracts Regulations 2013
- Defective goods for B2C Customers are subject to the short-term right to reject (30 days) and longer-term repair/replacement/refund rights under the Consumer Rights Act 2015
- B2B remedies are governed by these Terms and the warranty terms
9. Intellectual Property and Customer Artwork
9.1 Customer Ownership of Artwork
Artwork submitted by the customer remains the customer’s intellectual property (or the property of the original rights holder where the customer has licensed the artwork). The Company does not claim ownership of customer artwork.
9.2 Customer Warranty of Rights
By submitting artwork, the customer warrants that:
a) They own the intellectual property rights in the artwork, or b) They have appropriate licence or permission from the rights holder to reproduce the artwork as patches
The customer indemnifies the Company against any third-party intellectual property claim arising from artwork supplied by the customer.
9.3 Use of Artwork by the Company
The Company uses customer artwork only to manufacture the ordered patches. The Company does not:
a) Use customer artwork for marketing, social media or case studies without explicit written permission b) Share customer artwork with other customers, prospects or competitors c) Reproduce customer artwork for any party other than the customer d) Retain artwork indefinitely beyond the customer relationship
For sensitive artwork (military, police, fashion brands, confidential branding), enhanced handling can be arranged. See security and data handling and acceptable use and IP policy.
9.4 Refusal to Reproduce
The Company reserves the right to refuse to reproduce artwork that:
a) Infringes third-party intellectual property (trademarks, copyright, registered designs) b) Reproduces military, police or government insignia without verifiable authority c) Contains material that is illegal, defamatory, obscene or hateful under UK law d) Reproduces protected sports or media content (e.g. Premier League logos, copyrighted characters) without licence
In such cases, the Company will inform the customer and decline the order. Any payments made will be refunded in full.
9.5 Company-Created Artwork
Where the Company’s design team creates artwork from scratch (e.g. from a customer description or sketch), the artwork is owned by the customer once payment is received in full. The customer may use the artwork for any purpose subject to standard intellectual property considerations.
10. Limitation of Liability
10.1 Maximum Liability Cap
The Company’s maximum aggregate liability in respect of any single order, whether arising under contract, tort (including negligence), warranty, statutory duty or otherwise, shall not exceed the total value of the order in question, excluding VAT and delivery charges.
10.2 Excluded Damages (B2B)
To the extent permitted by law, the Company shall not be liable to B2B Customers for:
a) Indirect or consequential losses, loss of profit, loss of business opportunity, loss of contracts, loss of expected savings, loss of goodwill, loss of reputation b) Punitive or exemplary damages c) Third-party claims arising from the customer’s use, distribution or display of the patches, except where caused by the Company’s negligence d) Losses arising from the customer’s reliance on the patches for safety-critical, identification-critical or compliance-critical applications, except where the patches were specifically produced to documented specifications for such application
10.3 No Limitation on Statutory or Personal Injury Liability
Nothing in these Terms limits the Company’s liability for:
a) Death or personal injury caused by the Company’s negligence b) Fraud or fraudulent misrepresentation c) Breach of terms implied by section 12 of the Sale of Goods Act 1979 (title) d) Any other liability that cannot be limited or excluded by law
10.4 B2C Statutory Rights Preservation
The limitations in this section do not affect a B2C Customer’s statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable consumer protection legislation. Where any provision in these Terms is less favourable to a B2C Customer than their statutory rights, the statutory rights take precedence.
11. Privacy and Data Protection
The Company processes customer personal data in accordance with the Privacy Policy and applicable UK data protection law (UK GDPR, Data Protection Act 2018, PECR).
By placing an order, the customer acknowledges they have read and understood the Privacy Policy.
12. Force Majeure
Neither party is liable for failure to perform obligations under these Terms where performance is prevented or delayed by events outside reasonable control, including:
- Natural disasters, severe weather, fire, flood
- War, civil unrest, terrorism, government action
- Pandemic, public health emergency, government-mandated lockdown
- Industrial action affecting third parties (couriers, hosting, payment processors)
- Power supply failure, internet/telecoms failure
- Postal disruption, courier failure
The affected party will notify the other party as soon as reasonably practicable. If a force majeure event continues for more than 30 days, either party may terminate the affected order with refund of any payments not yet allocated to materials or completed work.
13. Dispute Resolution and Governing Law
13.1 Internal Resolution First
For any dispute relating to an order or these Terms, the Company encourages customers to contact us directly first. Most issues are resolved through standard customer service. For unresolved issues, see the complaints procedure.
13.2 External Resolution Routes
For B2C Customers with unresolved disputes:
- Citizens Advice consumer helpline – 0808 223 1133
- Trading Standards – referred via Citizens Advice if formal investigation required
- Information Commissioner’s Office (ICO) – for data protection complaints, ico.org.uk/concerns
- Alternative Dispute Resolution (ADR) – the Company is not currently a member of a specific ADR scheme but will engage in good faith with reasonable ADR proposals
For B2B Customers with unresolved disputes, dispute resolution provisions of any applicable framework agreement apply.
13.3 Court Jurisdiction
Customers retain the right to issue civil proceedings in court. Small claims under £10,000 can be issued via Money Claim Online.
13.4 Governing Law
These Terms are governed by the laws of England and Wales. Any dispute arising under or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.
For B2C Customers domiciled in Scotland or Northern Ireland, the law of the customer’s domicile may apply where required by mandatory consumer protection law.
For international B2C Customers, mandatory consumer protection law of the customer’s country of residence may apply where it provides protections beyond English law.
14. General Provisions
14.1 Entire Agreement
These Terms, together with the customer’s specific order details, the proof approved by the customer, and the Company’s other published policies (Privacy Policy, Cookie Policy, Returns & Refunds Policy, Warranty Terms, Acceptable Use Policy, etc.) constitute the entire agreement between the parties.
14.2 Severability
If any provision of these Terms is found to be unenforceable, that provision is severed and the remaining Terms continue to apply.
14.3 No Waiver
Failure or delay by the Company in enforcing any right under these Terms does not constitute waiver of that right.
14.4 No Third-Party Rights
Except as expressly stated, no person other than the parties to these Terms has any rights to enforce them under the Contracts (Rights of Third Parties) Act 1999.
14.5 Assignment
The customer may not assign rights under these Terms without the Company’s written consent. The Company may assign rights and obligations under these Terms to a successor entity (e.g. on sale of the business).
14.6 Notices
Notices under these Terms must be sent by:
- Email to [email protected] (acknowledged by Company within one working day)
- Postal mail to Custom Iron On Patches Ltd, 10 Newhall Street, Birmingham, B3 3AG, United Kingdom
14.7 Updates to These Terms
The Company may update these Terms from time to time. The version of the Terms applicable to any order is the version published on the Custom Iron On Patches website at the date the order was placed. Updates apply only to orders placed after the date of update.
For previous versions of these Terms, contact the Company at [email protected].
15. Contact Details
For all enquiries about these Terms or to raise an order issue:
- Email: [email protected]
- Phone: 07746 501247
- Address: Custom Iron On Patches Ltd, 10 Newhall Street, Birmingham, B3 3AG, United Kingdom