We want you to be happy with your purchase from CustomPatchesUK.com. Our refund policy is here to make sure you have a good experience. Please read below to see how we handle refunds and returns.
1. Refund Eligibility
You can get a refund if your item meets the following conditions:
- Defective or Damaged Items: If your patches arrive damaged or defective, let us know within 7 days of receiving your order. We can give you a full refund or send a replacement, whichever you prefer.
- Incorrect Orders: If you get patches that are not what you ordered, such as the wrong design, size, or material, contact us within 7 days. We will give you a full refund or exchange.
Please remember that customised patches, including those with personal designs, names, or special colour requests, cannot be refunded unless they arrive damaged or defective.
2. How to Request a Refund
If your purchase meets the criteria for a refund, please follow these steps:
- Contact Us: Reach out to our customer support team at info@custompatchesuk.com or call us at +44 203 332 0848 . Please include your order number, a brief description of the issue, and photos of the damaged or incorrect patches (if applicable).
- Approval: Once we receive your request, we will review it and confirm whether the item qualifies for a refund or exchange. If approved, we will guide you through the return process.
- Return Shipping: For returns, you will be responsible for the return shipping cost unless the item is damaged or defective. We recommend using a tracked and insured shipping service to ensure that your return reaches us safely.
- Processing Your Refund: After we get your returned items, we’ll process your refund to the original payment method. It may take up to 10 business days for the payment to appear on your statement, depending on your payment provider.
3. Non-Refundable Items
These items cannot be refunded:
- Custom-made items: Patches made just for you, such as those with custom logos, names, or special design requests.
- Items not returned in original condition: Any patches that are not in their original packaging or have been worn or used.
4. Exchanges
We offer exchanges for defective or incorrect items. If you would like to exchange an item, please follow the same process as outlined above for refunds. Once we approve the exchange, we will ship the correct item to you at no extra charge.
5. Changes to Orders
If you spot a mistake or want to change your order after submitting it, contact us within 24 hours. We’ll try to make changes, but we can’t promise any updates once production starts.
