Terms of sale
1. About us and these terms
We are Outright Hosting Limited (company number 14125572, registered in England and Wales), trading as Solent Print & Stitch, of 75 Old Milton Road, New Milton, Hampshire, BH25 6DN. Contact: hello@solentprint.co.uk · 01590 452177.
These terms apply to every order. Some sections apply differently depending on whether you buy as a consumer (an individual buying outside a business) or a business customer (including trade account holders) — where that matters, we say so. Nothing in these terms affects your legal rights as a consumer.
2. Placing an order
Your order — online, by phone or by email — is an offer to buy. A contract is formed when we confirm acceptance by email or, if sooner, when we begin production. We may decline an order, for example where a garment is unavailable, a price was displayed in error, or artwork raises a rights concern (see section 3).
You are responsible for checking your order details before submitting: garment types, colours, sizes, quantities, and above all the spelling of any names, initials or text for personalisation. We decorate exactly what is ordered or approved.
If a catalogue garment becomes unavailable after you order, we'll offer the nearest equivalent or a refund for that item.
3. Artwork you supply
By sending us a logo, design or artwork, you confirm that you own it or have permission to use it, and that our reproducing it will not infringe anyone's rights. You agree to cover us against any claim arising from artwork you supplied. We may decline artwork we reasonably believe is infringing, offensive or unlawful.
We may photograph finished garments and use images of our decoration work in our portfolio and marketing unless you ask us not to.
Digitised embroidery files: where we digitise your logo into a stitch file, the stitch file remains our property and is retained for your future orders. Your logo itself always remains yours.
4. Proofs and approval
You can approve a digital proof before production, or instruct us to proceed straight to production without one.
What a proof shows: the design, layout, spelling, text, decoration size and placement. Proofs are viewed on screen: colours are indicative only, and approving a proof is not approval of an exact colour match — colour matching is covered by section 5.
The definitive record: the approved proof — or, where you proceed without one, our written order confirmation — is the definitive record of your order. Anything agreed by phone or in person must appear on it to form part of the order.
Approving a proof: by approving through your online account, you approve everything shown on it. Anything shown on the approved proof is deemed correct: if it later turns out to be wrong — a misspelt name, wrong layout, wrong decoration size — putting it right is a new order at your cost.
Proceeding without a proof: you accept the artwork, text and instructions in your order as if approved on a proof, and errors contained in what you submitted are treated the same way. Where your order doesn't specify placement or decoration size, we use our standard placements and sizes.
Timing: where a proof is requested, production does not start and our turnaround estimate does not begin until you approve it. Delays in approving delay the order.
Our errors: where finished goods do not match the approved proof or order confirmation — wrong garment, decoration in the wrong position, or a decoration fault — that is our responsibility and we will remake or refund the affected items. This section is about the specification of your order; it never reduces your legal rights if goods are faulty (section 9).
5. Colours, sizing and variations
Thread and print colours are matched as closely as possible to your artwork or to Pantone references where supplied, but exact matches cannot be guaranteed, and colours on screens differ from colours on fabric. Garment colours and sizing can vary slightly between manufacturers and between batches — sizing guides are published in the catalogue. Minor variation in decoration placement within industry tolerances is normal. None of this affects your rights if goods are faulty.
6. Prices and payment
Prices are shown including and excluding VAT — the website toggle controls which you see; VAT is charged on all orders at the applicable rate. If a price is obviously wrong, we'll contact you before proceeding and you may cancel.
Consumers and non-account customers: payment in full at the time of order, processed by Stripe.
Trade account customers: payment against invoice within 30 days of the invoice date, unless agreed otherwise in writing. We may charge interest and compensation on late business payments under the Late Payment of Commercial Debts (Interest) Act 1998, and pause further production on the account while invoices are overdue.
Retention of title (business customers): goods remain our property until paid for in full, though risk passes on delivery.
7. Turnaround and delivery
Most orders are completed within one week of proof approval or, where no proof is requested, of order confirmation. Timescales are estimates unless we have agreed a deadline in writing. If you have a fixed date, tell us when ordering.
Delivery is by Royal Mail or DPD to the address you provide; collection from our New Milton premises is available. Delivery charges are shown at checkout. Risk in the goods passes to you on delivery or collection. Please check your order on receipt and tell us about any damage or shortage within 48 hours.
8. Cancellation
Personalised and decorated goods — all customers: decorated garments are made to your specification and cannot be cancelled or returned once work has started — including digitising your artwork or committing garments to production. For consumers, this is the "made to specification / personalised" exemption from the 14-day cancellation right in the Consumer Contracts Regulations 2013. Contact us before work starts and we will cancel and refund, less any costs already incurred.
Undecorated goods — consumers: you may cancel within 14 days of delivery and return the goods unworn, in original condition and packaging, for a refund. Return postage is your cost.
Undecorated goods — business customers: business orders are binding once accepted, and there is no statutory right to cancel. We may agree to accept returns of undecorated goods at our discretion; agreed returns must be unworn and in original condition, are subject to a restocking charge of 15%, and return carriage is at your cost.
Faulty goods are dealt with under section 9, whoever you are and whether or not they're decorated.
9. Faulty goods and problems
Consumers: the Consumer Rights Act 2015 says goods must be of satisfactory quality, fit for purpose and as described. If something we made is faulty, you may be entitled to a repair, replacement or refund, and nothing in these terms reduces those rights. Contact us and we'll put it right — in practice, for decoration faults or our errors we remake the affected garments or refund them.
Business customers: claims must be notified within 14 days of delivery. Our responsibility for defective goods is limited to remaking the affected items or refunding their price, at our option.
Washing and care: decorated garments must be cared for according to the garment care label and our care guidance. We aren't responsible for damage caused by incorrect washing, tumble-drying, ironing over decoration, or normal wear beyond the garment's expected life.
10. Garments you supply
Suitability: decoration behaves differently on different fabrics, and we don't control garments we didn't supply. We'll advise on suitability, may test on one garment first, and may decline garments unsuitable for the method requested — but we cannot guarantee decoration results on supplied garments to the same standard as catalogue garments.
Condition and count: supplied garments must arrive clean and in decorable condition; we may refuse items that aren't, and we aren't responsible for pre-existing faults. We count garments on receipt and confirm the count to you; the confirmed count stands unless you query it within 48 hours.
Damage and loss: supplied garments are at your risk in transit to us. We do not insure supplied garments, and any insurance you require is your responsibility. We take reasonable care of garments in our possession, and we are not responsible for loss or damage that occurs despite that care.
Business customers: supplied garments are otherwise held at your risk, and our liability for their loss or damage, however caused, is limited to the cost of the decoration for the affected garments.
Consumers: where a supplied garment is lost or damaged through our lack of reasonable care, our liability is limited to its replacement cost, up to £25 per garment, or its declared value where agreed with us in writing before sending.
Damage in decoration: if a supplied garment is damaged during decoration, our liability is limited to the cost of the decoration for that garment. We recommend supplying spares on larger runs.
Cancellation and return: if an order for supplied garments is cancelled, we'll return them to you; return carriage is at your cost, or you can collect.
Uncollected garments: supplied garments not collected within 30 days of us telling you the order is ready may incur storage of £25 per week; after 90 days we may, on written notice, dispose of or donate them.
11. Our liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded — including, for consumers, your statutory rights.
Subject to that: we are not responsible for losses that were not foreseeable when the contract was made, and — for business customers — our total liability for any order is limited to the price paid for that order, and we are not liable for loss of profit, revenue, contracts or indirect or consequential loss.
12. Events outside our control
We are not responsible for delay or failure caused by events outside our reasonable control — including supplier stock failures, courier delays, power or equipment failure, or industrial action. If an event materially delays your order, we'll tell you, and if the delay is substantial you may cancel undelivered items for a refund.
13. General
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction — though consumers resident elsewhere in the UK keep the protection of their local law and courts. If any part of these terms is found unenforceable, the rest still applies. Only you and we have rights under this contract. For business customers, these terms and the order confirmation are the entire agreement, and any terms on your purchase order do not apply unless we accept them in writing.
14. Complaints and contact
Something wrong? Contact us first — hello@solentprint.co.uk or 01590 452177 — and we'll aim to resolve it directly.
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