Corrections, remakes and refunds

Digital files

If an embroidery file does not sew as shown on the approved preview, or a vector file has an error against the approved artwork, send the reference number, the fabric or use, and a photo or screenshot. We correct the file at no charge.

Changes to the design, size or placement after approval are new work and are quoted before we start.

Physical products

If patches, garments or caps arrive with a production fault or do not match the approved proof, contact us within 14 days of delivery with the reference number and photos. We remake the affected items or agree an alternative with you.

Differences that fall within the proof are not faults: thread shades against a different garment color, slight variation between a rendering and a sew-out, and details that were simplified on the approved proof.

Cancellations

You can cancel a job before approving the proof; work already carried out on digitizing or artwork may be charged. Product orders cannot be cancelled once production has started because they are made to your specification.

Where the terms apply

The specific terms for each job, including payment timing and any exceptions, are written on the quote you approve. Where the quote differs from this page, the quote applies.