Returns & Refunds Policy

Last updated: August 2026

At PersonaliseMe Print Ltd, we want you to be happy with your purchase. This policy explains your rights when returning standard products and the different rules that apply to personalised, embroidered, printed and custom-made products.

Nothing in this policy affects your statutory rights.

1. Standard, Non-Personalised Products

We offer a 28-day returns policy for eligible standard, non-personalised products.

This includes standard school uniform and other non-personalised products, subject to the conditions below.

To qualify for a change-of-mind return or exchange, items must:

be returned within 28 days of receipt or collection;
be unworn, other than reasonably tried on;
be unwashed;
be in their original condition;
have any original tags and labels attached where applicable; and
be suitable for resale.

Please take reasonable care when trying garments on.

This 28-day policy is in addition to any statutory rights you may have.

2. Online and Distance Purchases

If you are a consumer purchasing standard, non-personalised goods online, by telephone or through another form of distance selling, you generally have a legal right to cancel your order within 14 days of receiving the goods.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Our voluntary 28-day returns policy provides additional time for eligible products, subject to the conditions set out in this policy.

The statutory cancellation right does not generally apply to goods made to your specification or clearly personalised.

3. Personalised, Printed, Embroidered and Custom-Made Products

Products that have been made, altered or personalised specifically for you cannot normally be returned or exchanged because you have changed your mind.

This includes, but is not limited to:

embroidered workwear;
printed workwear;
garments embroidered or printed with a business, school, club or organisation logo;
garments personalised with names, initials, numbers or other individual details;
bespoke printed products;
custom-made products;
products altered or produced to your individual specification; and
other items clearly personalised for you.

Please check sizes, colours, spelling, names, logos, artwork and other order details carefully before approving or placing your order.

If we provide a proof or mock-up, it is your responsibility to check the information shown before approving it for production.

Once a personalised order has entered production, cancellation or amendment may not be possible.

This does not affect your statutory rights if an item is faulty, incorrectly supplied, not as described or has not been produced in accordance with the agreed specification.

4. Incorrect Sizes on Personalised Garments

Garment sizing can vary between brands and styles.

Where size information or size guides are available, please check these carefully before ordering. If you are unsure about sizing, please contact us before your garments are personalised.

We cannot normally accept a personalised garment for return or exchange simply because the size selected by the customer is unsuitable.

If we have supplied a different size from the one ordered, or the garment is otherwise faulty or incorrectly supplied, please contact us and we will put this right.

5. Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible.

Please provide your order number and details of the problem. We may ask you to provide photographs so that we can assess the issue quickly.

Depending on the circumstances and your statutory rights, we will arrange an appropriate remedy, which may include a repair, replacement or refund.

Where goods are faulty or have been incorrectly supplied by us, we will cover reasonable return costs where a return is required.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

6. Returning an Item

To arrange a return, please contact us:

Email: hello@personalisemeprint.co.uk
Telephone: 01492 702744

Alternatively, eligible items can be returned to our shop during our normal opening hours:

PersonaliseMe Print Ltd
The Old Bakery
Erw Wen Road
Colwyn Bay
LL29 7SD

Opening hours: Monday–Friday, 8.30am–5pm, excluding Bank Holidays and other advertised closures.

Please provide your order number, receipt or other proof of purchase where possible.

7. Returning Items by Post

If returning an eligible item by post, please package it securely to prevent damage in transit and include sufficient information for us to identify your order.

For change-of-mind returns, customers are responsible for the cost of returning the goods unless we have agreed otherwise.

We recommend obtaining proof of postage and using an appropriate tracked or insured service where necessary.

If an item is faulty, damaged or has been incorrectly supplied by us, please contact us before returning it so that we can advise you on the appropriate return arrangements.

8. Refunds

Once we have received and inspected an eligible return, we will process the refund as soon as reasonably possible.

Where a statutory cancellation right applies, refunds will be made within the timescales required by law.

Refunds will normally be made to the original payment method.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we have processed it.

For eligible online cancellations, any standard outbound delivery charge will be refunded where required by law. If you chose a more expensive delivery option than our standard delivery service, we are not required to refund the additional cost of that upgraded service.

9. Exchanges

Eligible standard, non-personalised products may be exchanged within our 28-day returns period, subject to availability and the conditions set out in this policy.

If the replacement product costs more than the original item, the difference will need to be paid.

If the required replacement is unavailable, we may offer an alternative or provide a refund where appropriate.

Personalised, embroidered, printed or custom-made products cannot normally be exchanged because the customer has ordered an incorrect size, colour or specification.

10. Sale and Clearance Items

Sale or clearance products are subject to the same statutory consumer rights as full-price products.

Standard, non-personalised sale products may therefore be returned under our normal returns policy unless a specific lawful exception applies.

An item sold at a reduced price because of a defect that was clearly disclosed to you before purchase cannot normally be returned on the basis of that same disclosed defect.

Personalised or custom-made sale products remain subject to the personalised-goods provisions in this policy.

11. Items That Cannot Normally Be Returned for Change of Mind

We cannot normally accept the following for change-of-mind returns or exchanges:

personalised products;
embroidered products;
printed products;
custom-made products;
garments altered to your specification;
items that have been worn beyond reasonable trying-on;
washed items;
items damaged after delivery through misuse or failure to follow appropriate care instructions; or
other products where a lawful exception to cancellation rights applies.

These exclusions do not remove your statutory rights where goods are faulty, not as described or incorrectly supplied.

12. School Uniform

Standard, non-personalised school uniform is covered by our normal 28-day returns policy.

Please ensure that garments are kept clean, unworn and with their original tags attached until you are satisfied with the fit.

School uniform that has been personalised, embroidered or otherwise customised specifically at the customer’s request is treated as a personalised product and cannot normally be returned or exchanged for change-of-mind reasons.

13. Proof of Purchase

We may ask for your receipt, order confirmation, order number or another reasonable form of proof of purchase when processing a return, exchange or refund.

This enables us to confirm the purchase and original payment method.

14. Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude or restrict your statutory rights.

Consumers have legal rights in relation to goods that are faulty, not as described, unsatisfactory in quality or otherwise fail to meet applicable legal requirements.

These rights apply regardless of whether an item was purchased at full price, in a sale or, where relevant, personalised.

15. Contact Us

If you have a question about a return, exchange, faulty item or refund, please contact us and we will be happy to help.