Returns and Refunds Policy

This Returns and Refunds Policy explains how Custom Iron On Patches Ltd (“the Company”) handles returns, refunds and remakes. It describes the bespoke goods exemption applying to custom patch orders, the consumer statutory rights that always apply, and the practical process for raising and resolving issues.

This policy applies to all customers and is governed by UK consumer protection law including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and the Sale of Goods Act 1979.

Last updated: 08-May-2026

1. Summary

2. The Bespoke Goods Exemption

2.1 What the Exemption Means

Custom Iron On Patches’ production is bespoke and personalised, patches are made to the customer’s specifications. 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 is a UK-wide statutory exemption, not a Custom Iron On Patches-specific policy.

2.2 What the Exemption Does NOT Affect

The exemption affects the change-of-mind cancellation right only. It does NOT affect:

• B2C statutory rights for defective goods under the Consumer Rights Act 2015
• The Company’s contractual warranty for manufacturing defects
• The Company’s quality guarantee for free remakes
• Statutory rights to refund for orders that cannot be fulfilled

3. Cancellation Before Production

3.1 Before Proof Approval – No Charge

Cancel without charge before approving the digital proof. Email [email protected] with subject “Order Cancellation” and quote/order reference. Confirmation within 1 working day; refunds within 5–10 working days.

3.2 After Proof Approval, Before Production – Charge Applies

Cancellation accepted subject to a charge equal to the design and digitising work completed (typically £50–£120 depending on patch type and complexity). Charge reflects in-house design team time, digitising work and proof preparation.

3.3 After Production Begins – Cancellation Not Possible

Once production has begun, orders cannot be cancelled. Bespoke goods cannot be re-routed.

4. Manufacturing Defects (Quality Guarantee)

4.1 What Counts as a Defect

• Patches not matching approved digital proof in design, dimensions, colours, backing or border
• Production defects: loose threads, missed stitches, mould flaws, print misalignment, surface damage
• Pantone colours outside +/- 2 shade tolerance
• Dimensions outside +/- 2mm tolerance
• Backing defects, packing damage

4.2 Reporting Window

Defects must be reported within 14 days of delivery.

4.3 Reporting Process

1. Email [email protected] with subject “Defect Report – [Order Number]”
2. Attach photographs in standard daylight
3. Specify quantity affected and nature of defect

4.4 Resolution

• Acknowledgement: within 1 working day
• Assessment: within 5 working days
• Free remake at standard 5–10 working day production, OR partial refund if remake impractical, OR full refund in exceptional cases

5. Statutory Rights for B2C Customers

B2C customers retain full statutory rights under the Consumer Rights Act 2015:

5.1 Right to Goods of Satisfactory Quality

Goods must be of a standard a reasonable person would consider satisfactory.

5.2 Right to Goods Fit for Purpose

Goods must be reasonably fit for any purpose made known to the Company.

5.3 Right to Goods As Described

Goods must match the description (digital proof) provided.

5.4 Remedies Timeline

5.5 Burden of Proof

For defects discovered within 6 months of delivery, UK law presumes the defect was present at delivery unless the Company can demonstrate otherwise.

5.6 Statutory Rights Take Precedence

Where any provision in this policy is less favourable than statutory rights, statutory rights take precedence.

6. B2B Customers – Contractual Position

B2B customers are not consumers under the Consumer Rights Act 2015. Statutory consumer protections in section 5 do not apply. The contractual warranty terms are the primary remedy framework. Implied terms under the Sale of Goods Act 1979 may apply subject to reasonable contractual exclusions.

For B2B-specific terms, see bulk and trade enquiries.

7. Damaged or Lost in Transit

• Damaged in transit – photograph on arrival, email within 14 days, free remake arranged
• Lost in transit – report after 5+ working days no progress, courier investigation, free remake if confirmed lost

See the shipping and delivery policy for full detail.

8. Refund Process

Refunds include production cost, delivery cost (full order refunds), VAT where applicable. Refunds do NOT include customer-side costs (return shipping for non-defective returns, customs charges, etc.).

9. How to Raise an Issue

1. Email: [email protected] with subject “Returns” or “Refund – [Order Number]”
2. Phone: 07746 501247
3. Include: order number, delivery date, description, photographs, preferred resolution

Response within 1 working day; resolution typically within 5 working days. For unresolved issues, see the complaints procedure.

10. Changes to This Policy

Updates apply only to orders placed after the date of update.

11. Contact Us

• Email: [email protected]
• Phone: 07746 501247
• Address: Custom Iron On Patches Ltd, 10 Newhall Street, Birmingham, B3 3AG