Returns & Refunds Policy
We want you to be happy with your order. This policy explains your rights when buying from Padiham Embroidery, in line with UK consumer law.
1. Custom & Personalised Items
The majority of our products are personalised or made to order (embroidered with your logo, text or design). Under the Consumer Contracts Regulations, personalised and made-to-measure goods are exempt from the standard 14-day right to cancel. This means we cannot offer refunds or exchanges on custom items unless they are faulty, damaged or not as described.
Because of this, please check your digital proof carefully before approving — once approved and in production, custom orders cannot be cancelled or returned for a change of mind.
2. Faulty or Incorrect Items
If your item arrives faulty, damaged, or not as described (for example, the wrong garment, wrong size, or an embroidery error on our part), you are entitled to a repair, replacement or refund. Please contact us within 14 days of receiving your order with your order number and clear photos of the issue.
We will put right any error that is our fault at no cost to you. Errors arising from artwork or details you approved at proof stage are not covered.
3. Non-Personalised / Stock Items
For any standard, non-personalised items, you have the right to cancel within 14 days of receipt under the Consumer Contracts Regulations. Items must be returned unused, in their original condition and packaging. Return postage is at your cost unless the item is faulty.
4. How to Make a Claim
Email neil@padihamembroidery.co.uk or call 07732 595079 with your order number and details. We will respond promptly and explain the next steps.
5. Refunds
Approved refunds are made to your original payment method, usually within 14 days of us receiving the returned goods or agreeing the refund. We will keep you updated throughout.
6. Your Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 and other applicable UK legislation.
Padiham Embroidery · Padiham, Lancashire · neil@padihamembroidery.co.uk · 07732 595079
Last updated: September 2026