Refund policy

Printem decorates garments, workwear and accessories to order for businesses and organisations. Printed, embroidered and personalised goods are made for you and can't be resold, so we can't take them back for a change of mind. This policy summarises how returns, faults and refunds work. The full rules are in Conditions 16 and 17 of our Terms and Conditions of Sale, which take priority if anything here differs.

1. Printed, embroidered and personalised goods

Decorated goods, personalised goods and goods made to your specification cannot be cancelled, returned or refunded because you have changed your mind, chose the wrong size, or no longer need them. This includes printing, embroidery, transfers, badges, names, numbers, logos, made-to-order size runs, and relabel or rebrand work.

  • Jobs on garments you supply to us cannot be cancelled once production has begun.
  • Printed or embroidered samples, strike-offs and sew-outs are not returnable.
  • Errors in a proof you approved (or chose to skip), such as spelling, names, colours called out or stated sizes, are not faults. Please check every proof carefully before you approve it.

2. Faulty goods, decoration errors, damage and shortages

If your goods arrive damaged or short, or the decoration is poor quality, shows the wrong logo or artwork, or sits outside our position tolerance (up to 20 mm from the approved proof position), please tell us in writing at sales@printem.co.uk with your order number and photographs of the problem and of the garment labels. Please don't wash, wear, cut labels from, issue or hand out the goods until we've had the chance to inspect them.

Business customers must tell us within these time limits:

  • Transit damage, shortage or mis-delivery: within 3 working days of delivery.
  • Non-delivery: within 7 days of the date the goods would normally have arrived.
  • Decoration defects and other quality issues not apparent on inspection: within 14 days of delivery (or, if hidden, within 14 days of discovery and within the 3-month decoration warranty).

Our decoration is warranted for 3 months from delivery, provided the garments are cared for in line with the care label and our aftercare guidance.

Return and inspection. We need the affected garments back to inspect before deciding on a remedy. We'll give you a returns authorisation number (RAN) and return instructions. Once we've inspected them, we will, at our option, reprint or repair, replace, or credit or refund the price of the faulty items.

  • If we accept the claim, we pay the return carriage.
  • If inspection shows no fault (for example, the goods match the approved proof, any variation is within tolerance, or care instructions weren't followed), you pay the return carriage and any reasonable handling or restocking cost.

3. Undecorated (blank) garments: business customers

Trade sales are otherwise final. We may, case by case and without obligation, accept a return of unused, unworn, unopened, undecorated core-stock garments if:

  • you contact us with your invoice and despatch details and get a RAN from us before sending anything back;
  • the goods come back within 28 days of delivery, in their original packaging with original documentation and in a condition suitable for resale;
  • you pay a restocking charge of 20% of the price of the returned goods (or another rate we quote when issuing the RAN); and
  • you pay the return carriage to us.

Not eligible: decorated goods, samples, sale goods, discontinued lines, seasonal lines, special-order colours or sizes, and goods we don't carry as core stock. Undecorated goods that have been worn, washed, printed, embroidered or otherwise processed cannot be returned.

4. If you are buying as a consumer

If you buy as an individual for personal use, you can cancel an online order for unmodified, standard-range, undecorated goods within 14 days of receiving them, without giving a reason. Email sales@printem.co.uk to cancel, then return the goods within 14 days of telling us, at your own cost (unless we sent them in error or they are faulty). We'll refund the price and standard delivery within 14 days of receiving the goods back (or evidence of return), using the same payment method. This cooling-off right does not apply to goods that are personalised or made to your specification once production has begun.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, including the 30-day short-term right to reject faulty goods, which applies to customised goods too.

5. Cancelling an order before production

Business customers can ask to cancel before production starts. We may accept or refuse. If we accept, you pay for work already done and costs already incurred, including artwork and preliminary work, digitising, screens and blanks ordered. Digitising, screen and setup charges are always payable. Express and Ultra charges are non-refundable once paid, or once we have ordered stock or started digitising or other preliminary work.

6. How to start a return or claim

  1. Email sales@printem.co.uk with your order number, what's wrong, and photographs.
  2. Wait for your RAN and return instructions. Please don't send anything back without a RAN: unauthorised returns may be refused or held at your risk and cost.
  3. Pack the goods securely and send them as instructed.

If goods come back to us because of an incorrect delivery address or similar, we may charge a reasonable administration and carriage fee.