ORDERING & RETURNS

Ordering and Returns Terms
 

Last updated: 22 July 2026
 

These terms apply to orders placed with Custom Room Apparel (“we”, “us” or “our”). By placing an order and approving any artwork, you agree to these terms.
 

1. Placing an order

An order is confirmed when:

 

• we have agreed the products, quantities, sizes, colours and personalisation;

• you have approved the artwork or design proof;

• you have accepted our quotation; and

• we have received the required payment or deposit.
   

Please check all order details carefully. It is your responsibility to provide accurate names, wording, sizes, colours and delivery information.
 

2. Quotations and payment
 

Unless stated otherwise, quotations are valid for 14 days and may change if the order requirements are altered.

Payment terms will be shown on your quotation or invoice. We may require full payment before ordering garments or beginning production.
 

Production will not normally begin until the required payment has cleared and the artwork has been approved.
 

3. Artwork approval
 

Where applicable, we will provide a digital proof for approval before production.
 

The customer must check:
 

• spelling, names and numbers;

• garment choices, sizes and colours;

• print or embroidery colours;

• design size, positioning and layout; and

• any other personalisation details.
   

Once artwork has been approved, we are not responsible for errors that appeared on the approved proof. Changes requested after approval may incur additional charges and delay completion.
 

Digital proofs are intended as a guide. Colours and proportions may appear slightly different on a screen compared with the finished garment.
 

4. Garment sizes and colours
 

Garment sizing can vary between manufacturers and styles. Customers should check the relevant size guide before approving an order. We cannot accept responsibility when the size supplied matches the size ordered.

There may be minor variations in garment colour between batches. Print and embroidery colours may also vary slightly from digital proofs due to different screens, materials and production methods.
 

5. Production and delivery
 

Any completion or delivery date provided is an estimate unless we have expressly agreed otherwise in writing.

We will make reasonable efforts to complete orders within the agreed timeframe, but we are not responsible for delays outside our reasonable control, including supplier shortages, courier delays or equipment failure.

Customers should allow sufficient time when ordering for a fixed event or deadline. Please notify us before placing the order if delivery by a particular date is essential.
 

Responsibility for an order remains with us until it is delivered to the address provided or collected by the customer.
 

6. Changes and cancellations
 

Please contact us immediately if you need to change or cancel an order.
 

An order can only be changed or cancelled before garments have been ordered or production has begun. Where we have already incurred costs, these may be deducted from any refund.
 

Personalised or custom-made products cannot normally be cancelled once production has begun.
 

7. Personalised products
 

Products printed, embroidered or otherwise made to the customer’s specification are personalised goods.
 

Personalised or custom-made products cannot be returned because the customer has:
 

• changed their mind;

• ordered an incorrect size or colour;

• supplied incorrect wording, spelling, names or numbers; or

• approved artwork containing an error.
   

The usual 14-day distance-selling cancellation right does not apply to products made to a customer’s specification or clearly personalised. This does not affect the customer’s rights if an item is faulty, damaged, misdescribed or does not match the approved order.
 

8. Returns of non-personalised products
 

Consumers who purchase standard, non-personalised products online may cancel their order within 14 days of receiving it.
 

After notifying us of cancellation, the products must be returned within a further 14 days. They must be unworn, unwashed and in a resalable condition, with any original labels attached.
 

Unless the product is faulty or incorrect, the customer is responsible for the return postage cost. We recommend using a tracked service, as returned products remain the customer’s responsibility until received by us.

Eligible refunds will be made within 14 days of receiving the returned products or receiving evidence that they have been sent back. The refund will include the standard outbound delivery charge, but not any additional amount paid for an enhanced delivery service.
 

We may reduce a refund if products have been handled beyond what would reasonably be permitted in a shop and their value has been reduced.
 

9. Faulty, damaged or incorrect products
 

Please inspect your order as soon as it arrives.
 

If an item is faulty, damaged, misdescribed or different from the approved order, contact us as soon as possible at info@customroomapparel.co.uk. Please provide:
 

• your name and order number;

• a description of the problem; and

• clear photographs showing the item and the issue.
   

Do not wear, wash, alter or attempt to repair the product before contacting us.
 

Where a product is confirmed as faulty or incorrect, we will provide an appropriate remedy in accordance with your legal rights. This may include a replacement, repair or refund. We will cover reasonable return costs for products confirmed as faulty or incorrectly supplied.
 

Minor differences that are normal for garment decoration—such as slight variations in placement, dimensions or colour—will not necessarily constitute a fault.
 

10. Customer-supplied garments
 

We may agree to personalise garments supplied by the customer. This must be arranged with us before the garments are delivered.
 

Although reasonable care will be taken, decoration involves heat, pressure and mechanical processes. Customer-supplied garments are processed at the customer’s risk unless loss or damage is caused by our failure to use reasonable care and skill.
 

We recommend providing a spare garment where an item is particularly valuable, irreplaceable or needed for a fixed deadline.
 

11. Care instructions
 

Customers must follow the care instructions provided with the product and on the garment label. Damage caused by incorrect washing, drying, ironing, bleaching or general misuse is not considered a manufacturing fault.

Unless instructed otherwise:
 

• wash garments inside out at 30°C;

• do not tumble dry;

• do not iron directly over printed or embroidered decoration; and

• avoid bleach and harsh chemicals.
   

12. Business orders
 

Orders placed wholly or mainly for business purposes may be subject to separately agreed quotation and payment terms. Consumer cancellation rights do not normally apply to business-to-business purchases.
 

13. Statutory rights
 

Nothing in these terms excludes or restricts any rights that cannot legally be excluded, including rights under the Consumer Rights Act 2015.
 

14. Contact details
 

Custom Room Apparel
69 Olympic Way, Hinckley, Leicestershire, LE10 1ET

Email: info@customroomapparel.co.uk

Website: www.customroomapparel.co.uk

Telephone: 07590 029341