Returns Policy

Decorated and personalised items

Decorated garments are made to your order, so they can't be returned or exchanged for a change of mind — this is the "made to specification" exemption in the Consumer Contracts Regulations 2013, and it applies to every customer. If you contact us before work starts, we'll cancel and refund, less any costs already incurred. Check your proof carefully: anything approved on it counts as correct, and putting an approved error right is a new order.

Undecorated items — consumers

You can cancel an order for undecorated garments up to 14 days after delivery — tell us by email or phone, then return the goods within 14 days of telling us, unworn and in their original condition and packaging. Return postage is your cost. Your refund goes back to your original payment method within 14 days of the goods reaching us.

Undecorated items — business customers

Business orders are binding once accepted and there's no statutory right to cancel. We may accept returns of undecorated goods at our discretion — unworn, in original condition, subject to a 15% restocking charge, with return carriage at your cost.

Faulty or incorrect items

If we supplied the wrong garment, decorated in the wrong position against the approved proof, or there's a fault in the decoration, we'll remake or refund the affected items. Tell us about transit damage or shortages within 48 hours of delivery where you can: it helps us claim against the courier, and it doesn't affect your legal rights. Business customers should notify fault claims within 14 days of delivery. Nothing in this policy limits consumers' rights under the Consumer Rights Act 2015.

Damage from incorrect washing, tumble-drying or ironing over decoration isn't a fault — care instructions are on the garment label.

Garments you supplied

If you cancel an order for your own garments before work starts, we'll send them back as we received them — carriage at your cost, or collect from us. Once decoration has started, the decorated-items rule above applies: the order can't be cancelled, and decoration can't be removed, so garments that have been decorated can't be returned to their original condition. Loss and damage are covered in section 10 of the Terms of Sale.

How to start a return

Email hello@solentprint.co.uk or call 01590 452177 with your order number before sending anything back — we'll confirm what happens next and where to send it. For faults, photos speed everything up.

Refunds

All refunds go back to the payment method you used. Cancelled undecorated orders are refunded within 14 days of the goods reaching us; faulty items are refunded or remade once we've agreed the problem with you.

Our full Terms of Sale are the formal version of everything on this page, and they take precedence if the two ever differ.