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Refund Policy

While we strive to ensure 100% quality products and satisfactory customer experiences, there may be instances when a refund becomes inevitable. To handle such cases, we have designed this refund policy that governs the eligibility of refund requests, verification and their processing.

All clients who use our services and access our website must read, understand and accept this policy.

General Policy

All products sold by Embroidery Patches UK are custom made according to customer approved artwork and specifications.

As a result:

  • Refunds are not automatically available once an order has been approved and production has begun.
  • Each request for a refund is assessed individually based on order status and issue type.

Eligibility for Refunds

Refunds may be issued in the following cases only:

Manufacturing Defects

If the delivered patches have clear defects, such as:

  • Poor stitching quality
  • Broken threads
  • Incorrect finishing
  • Damaged goods on arrival

Incorrect Product Delivered

If the product received significantly differs from the approved design, including:

  • Wrong size beyond acceptable tolerance
  • Incorrect colours due to a production error
  • Wrong design or artwork used

Order Not As Approved

If the final product does not match the final approved digital proof, excluding minor variations.

Non Refundable Situations

Refunds will not be issued in the following cases:

  • Customer approved design contains spelling, artwork, or layout errors
  • Minor colour variations between the digital proof and the embroidered product
  • Slight size or stitching variations within industry tolerance
  • Change of mind after production has started
  • Delays caused by courier services or external factors
  • Incorrect information provided by the customer, such as wrong artwork or specifications

Custom Product Nature

Customers acknowledge that:

  • All embroidery patches are made to order.
  • Small variations in colour, texture, and stitching are normal in embroidery production.
  • These variations are not considered defects.

Refund Request Process

To request a refund, you must:

  • Contact us within 2 days of receiving your order
  • Provide your order number and contact details
  • Share clear photographic or video evidence of the issue, along with a short explanation of the defect

Contact Details to request a refund:

+44 161 381 0000
info@embroiderypatches.uk

Our team will review your request and respond as quickly as possible. The response may include a free of cost reproduction of your order or a partial refund, depending on the situation.

Inspection and Approval

Once your refund request is received:

  • We may inspect returned goods
  • We may request additional evidence
  • We will assess whether the issue qualifies under this policy

Approval of refunds is at the discretion of Embroidery Patches UK, based on verification of the claim.

Refund Method and Processing Time

  • Approved refunds will be issued via the original payment method
  • Processing time is typically 5–10 business days, depending on your bank or payment provider
  • Shipping charges, if applicable, are generally non refundable unless the error is on our part

Replacements Instead of Refunds

In many cases, we may offer a replacement or reproduction instead of a refund if:

  • The issue is due to a production error
  • The defect can be corrected through remanufacturing

We strive to resolve issues in the most efficient and fair manner.

Shipping Damage Claims

If your order arrives damaged:

  • Please report it within 48 hours of delivery
  • Include photographs of packaging and products
  • Keep all original packaging for inspection purposes

Claims reported after this timeframe may not be eligible for compensation.

Chargebacks

We encourage customers to contact us directly before initiating a chargeback.

Unjustified chargebacks may result in:

  • Suspension of future orders
  • Delay in resolution
  • Requirement for additional verification

Contact Us

If you have any questions regarding this refund policy, please contact our team via the support channels mentioned on our site.

We ensure that all issues are handled fairly and resolved to the customer’s satisfaction.