If an order is wrong or you need to cancel, contact us with your quote or order reference. We will review the agreed specification, the work completed, and the issue before confirming a correction, replacement, or refund. This policy does not limit your statutory rights.
The terms agreed when you placed your order continue to apply to that order. Updates to this page apply going forward and do not remove an existing cancellation, correction, or refund entitlement.
Before work begins
A quote request is free and does not require a purchase. If you have already approved or paid for an order, tell us immediately if you need to cancel. We will check whether work has started and confirm the cancellation and any refund due under the agreed order.
After work or production has started
Our work is made to your instructions. A change of mind, new artwork, or changes to an approved design may not qualify for a full refund once work has begun. We will explain the completed work and any applicable order terms before agreeing on a resolution. We do not add a cancellation fee that was not agreed in advance.
Digitizing, vector art, and design files
If delivered files do not match the approved specification, send the file name and a clear description of the problem. For stitching issues, include a sew-out photo and the machine, size, fabric, and stabilizer details where available.
Corrections required to meet the approved specification are included. Please let us investigate and correct a production-side error. If the work cannot be corrected, we will discuss an appropriate refund or other remedy based on the affected service and your applicable rights.
A new design, changed dimensions, a different placement, or a different material from the approved brief may require new work and a separate quote.
Custom patches, apparel, and physical products
Check your delivery when it arrives. Contact us promptly about damage, defects, missing items, or products that differ from the approved order. Keep the packaging and provide photos, quantities, and the order reference so we can investigate.
Please contact us before returning a custom product. We will confirm the remedy and any return instructions, including responsibility for shipping costs, before asking you to send anything. Rights relating to faulty or incorrectly supplied goods are not excluded because a product is customized.
Web and other project services
Cancellation, milestone acceptance, and any refund for web, marketing, or other scoped services are assessed against the agreed proposal and work delivered. External charges, such as advertising spend paid to a third-party platform, are also subject to that provider's terms.
How to request help
- Contact us using the email address or form below, preferably from the email used for the order.
- Include the quote or order reference, the affected file or product, and what went wrong.
- Attach relevant evidence when requested and tell us whether you need a correction, cancellation, replacement, or refund.
We will confirm the next step after reviewing the request. Do not include payment card details or account passwords.
Receiving an approved refund
Once a refund is agreed, we will confirm the amount and payment route. Refunds are normally returned through the original payment method where supported. The payment provider and bank determine when the credit appears; we will provide the available reference if you need to trace it.