Custom Iron On Patches guarantees that every patch produced at the Birmingham workshop matches the approved digital proof, the agreed specifications and a documented quality standard. Every batch is inspected before dispatch. Patches that do not meet the agreed specification are remade at no charge.
This page documents what the guarantee covers, how the inspection process works and what to do if an order falls short.
What the Quality Guarantee Covers
The Custom Iron On Patches quality guarantee covers six measurable standards on every order.
| Standard | Specification |
| Proof match | Every patch matches the approved digital proof in design, dimensions and colour placement |
| Pantone accuracy | Thread and ink colours match the agreed Pantone references within standard production tolerance |
| Dimensional accuracy | Patch dimensions match the approved specification within ±2mm |
| Border consistency | Border type (merrow, laser-cut, hot-cut, hand-cut) matches the agreed finish across the full batch |
| Backing application | Backing (iron-on, sew-on, hook-and-loop, adhesive) is applied evenly and securely |
| No manufacturing defects | No loose threads, missed stitches, mould flaws, print misalignment, fading or surface damage |
Any patch that fails one or more of these standards is classified as a manufacturing defect and is eligible for free remake or refund.
How Quality Is Controlled
Quality is controlled at six points in the production process. No single check determines whether an order ships, every patch passes through multiple inspections before reaching the customer.
1. Artwork Verification
The in-house design team checks supplied artwork for technical issues before digitising: minimum stitch size, colour separation, file resolution, scalability and reproducibility in the chosen patch type. Issues are flagged to the customer before the proof stage.
2. Proof Approval
A digital proof is sent to the customer within 24 hours of artwork submission. The proof confirms design, dimensions, colours, backing and border. Production does not begin until the customer approves the proof in writing. This step transfers approval responsibility to the customer for design choices but retains manufacturing responsibility with Custom Iron On Patches.
3. First-Off Inspection
The first patch produced in any batch is inspected against the approved proof before the full run continues. If the first-off does not match, production is halted and adjustments are made before resuming.
4. In-Run Sampling
Random samples are pulled during production runs to confirm consistent quality. For large orders, samples are checked every 50-100 patches.
5. Final QC Inspection
Every batch passes through the QC bay before packing. Inspectors check thread tension, colour accuracy under standard daylight lamps, dimensions with callipers, border consistency, backing adhesion and surface integrity. Patches that fail are removed and replaced from a same-batch overrun.
6. Pre-Dispatch Final Check
The final pre-dispatch check confirms order quantity, packing condition and dispatch labelling. The order is photographed before being sealed for shipment as a record.
For more on the production process, see our Birmingham workshop.
Free Remake Policy
If a patch arrives that does not meet the agreed specification, Custom Iron On Patches will remake the affected items at no charge.
The free remake policy applies when:
- Patches do not match the approved digital proof
- Patches contain manufacturing defects (loose threads, mould flaws, print misalignment, missed stitches)
- Patches arrive damaged or in non-saleable condition
- Pantone colours fall outside acceptable production tolerance
- Backing fails to adhere correctly on iron-on or adhesive variants
The free remake policy does not apply when:
- The customer changes their mind about the design after proof approval
- The customer requests changes to dimensions, colours or backing after production has begun
- The patches are damaged after delivery through customer use, washing or application
- The customer applies an iron-on patch using temperature, pressure or duration outside the supplied application instructions
The first category covers manufacturing responsibility (which Custom Iron On Patches accepts). The second category covers post-approval design changes or post-delivery damage (which Custom Iron On Patches does not cover under the goodwill remake policy).
Reporting a Quality Issue
Customers who receive a defective batch should report the issue within 14 days of delivery. The faster the issue is reported, the faster a remake can be scheduled.
To report a quality issue:
- Email [email protected] with the order number in the subject line
- Attach photographs of the affected patches showing the defect clearly
- Specify the quantity of affected patches and the nature of the defect
The customer service team responds within one working day. For valid manufacturing defects, the team arranges a remake at no charge. The remake is produced on the standard turnaround unless the customer requests rush production.
In rare cases where remake is not practical (for example, where the customer’s deadline cannot be met by remake), Custom Iron On Patches offers a partial or full refund equivalent to the affected portion of the order.
Your Statutory Rights
The Quality Guarantee on this page is offered by Custom Iron On Patches in addition to, not instead of, the customer’s statutory rights under UK consumer law.
For consumer customers (B2C orders):
Custom patches are classified as bespoke or personalised goods under the Consumer Contracts Regulations 2013. This means consumers do not have a 14-day cooling-off period to cancel orders for change-of-mind reasons once production has begun. Consumers retain full statutory rights for defective, faulty or non-conforming goods under the Consumer Rights Act 2015, including the right to repair, replacement or refund where the goods are not of satisfactory quality, fit for purpose or as described.
For business customers (B2B orders):
Statutory consumer rights do not apply to B2B orders in the same way. B2B order terms are governed by the contract between Custom Iron On Patches and the customer. The Quality Guarantee on this page applies to B2B orders as a contractual commitment.
For full legal terms, see the Terms & Conditions and Returns & Refunds Policy.
Why the Guarantee Works
Every element of the Quality Guarantee depends on UK manufacturing. Three operational factors make the guarantee enforceable:
- All production happens in one facility, quality issues are diagnosed and resolved without coordinating with overseas suppliers, agents or shipping partners
- The same team makes the patches and handles complaints, no information is lost between production and customer service
- Remake production is fast, typical remake turnaround is 5-10 working days, faster than international remake-and-reship cycles
UK manufacturing is what allows Custom Iron On Patches to offer a remake guarantee. Most overseas suppliers cannot offer the same commitment because the operational cost of remake is prohibitive across international supply chains.
Quality Standards on Specific Patch Types
Different patch types have different quality benchmarks. The standards below apply across the workshop.
| Patch Type | Quality Standard |
| Embroidered patches | Even stitch tension, no thread breaks, accurate Pantone match, clean border finish |
| Woven patches | Tight weave with no pulls, accurate colour reproduction, clean edges |
| PVC patches | No air bubbles or mould flaws, sharp edge definition, even backing application |
| Printed patches | Sharp print resolution, accurate colour, no fading or smudging, sealed surface |
| Chenille patches | Even chain stitch, clean tufted texture, secure felt backing |
Each patch type is inspected against the standard for its specific production method.
Get In Touch
To start a new order or discuss quality requirements before placing an order:
To report an issue with an existing order, email [email protected] with the order number.