Returns & Refunds Policy

We want you to be happy with your order.

Many of the products we supply are made to order, personalised, printed or embroidered specifically for you. This means our returns policy is different from that of a standard high-street retailer.

This policy does not affect your statutory rights.

Made-to-Order and Personalised Products

Where a product has been personalised, printed, embroidered or otherwise made specifically to your requirements, you generally do not have an automatic right to return it simply because you have changed your mind.

This is because the product has been made specifically for you and may not be suitable for resale.

Before placing your order, please check your product selection, colour, size, design and other details carefully.

For online orders, you are responsible for checking the information you submit before completing your purchase.

For quotations and orders placed through our team, we may provide artwork or product mock-ups for approval before production. Where you approve artwork or specifications, you are responsible for checking that the approved details are correct.

When We Will Replace or Refund an Item

If there is a problem with your order, we will put it right.

This includes where:

• The item is faulty or damaged

• The printing or embroidery has a production fault

• You receive a different product from the one you ordered

• The wrong size, colour or design is supplied due to an error on our part

• The item does not match the agreed or approved specification

Where appropriate, we will provide a replacement or refund.

What We Cannot Accept as a Return

We cannot normally accept returns or provide refunds where:

• You selected the wrong size, colour or product

• You changed your mind after placing the order

• The item does not fit as expected

• You do not like the appearance of a design that was supplied or approved correctly

• You provided incorrect artwork, spelling or other information

• You approved artwork or specifications containing an error

As made-to-order products are produced specifically for you, please check the available product information and sizing guides carefully before ordering.

If There Is a Problem With Your Order

If you believe there is a problem with your order, please contact us as soon as reasonably possible after receiving it so that we have a reasonable opportunity to investigate and resolve the issue.

Please provide:

• Your order number

• A clear description of the problem

• Photographs showing the issue, where appropriate

We will assess the issue and, where appropriate, arrange a replacement, repair or refund.

Returning an Item

Please do not send an item back without contacting us first.

If we require an item to be returned, we will provide you with the appropriate return instructions.

Where the problem is the result of an error or fault on our part, we will cover reasonable return postage costs or arrange an alternative solution.

Refunds

Where a refund is agreed, it will normally be made using the original payment method.

Refunds will be processed as soon as reasonably practicable once the return or issue has been assessed.

Business, Corporate and Organisation Orders

Orders placed by businesses, clubs, organisations or other commercial customers may be subject to agreed terms and conditions in addition to this policy.

Where an order has been produced to an agreed specification, approved artwork or approved sample, the customer is responsible for checking those details before production.

Nothing in this policy affects any rights or remedies available under the applicable contract or law.

Need Help?

If something isn't right with your order, please get in touch. We'll always do our best to resolve genuine problems quickly and fairly.

Email: sales@workwearscotland.com

 

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