Returns & Refunds Policy

1. Our Bespoke Model

Bespoke, made-to-order goods are exempt from the standard 14-day right of return under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as they are made to the consumer's personal specification. This policy explains exactly what this means for you and what protections remain in place.

2. No Returns — Standard Policy

Because every order is made to order and personalised, we are unable to accept returns or offer refunds in the following circumstances:

• You have changed your mind after placing the order.
• You ordered the wrong size, colour or garment type.
• The design was approved by you on the digital Proof and has been reproduced as approved.
• The artwork supplied by you contained errors (spelling, incorrect logos, wrong colours) that were present in the approved Proof.
• Minor colour variation exists between your screen representation and the finished print (see Section 8).
• Minor positional variation within accepted industry tolerance (±3mm) exists.
• The garment has been used, washed, or altered after delivery.

We strongly encourage all Customers to review their digital Proof carefully and in full before confirming approval.

3. When We Will Accept a Return

FitPrint Studio will accept returns and provide a remedy in the following circumstances only, where the fault is due to our production error:

• The finished product differs materially from the approved Proof (e.g. wrong design printed, wrong placement, missing elements).
• The garment has a manufacturing defect (e.g. faulty seam, damaged fabric prior to printing).
• The printing or embroidery is of substandard quality (e.g. significant ink bleed, heavy fading on delivery, thread pulling immediately upon receipt).
• The wrong item, size or quantity was dispatched.

In these cases, we will offer one of the following remedies at our discretion:

• Re-production: we will reproduce the affected items at no additional cost and dispatch via standard shipping.
• Partial refund: where only part of the order is affected.
• Full refund: where the entire order cannot be remedied and the fault is entirely ours.

4. How to Report a Fault

To report a fault:

• Email info@fitprintstudio.co.uk with the subject line: "Fault Report — Order #[Your Order Number]"
• Include clear photographs of the fault, showing the affected area and the garment as a whole.
• Include your order number, name and a brief description of the issue.
• Do not wash, alter or return items before receiving written instruction from FitPrint Studio.

We aim to respond to all fault reports within 2 working days.

5. Cancellations

Due to the bespoke nature of all orders, cancellation rights are limited:

• Before Proof approval: You may request cancellation. An administration and artwork preparation fee may be deducted from any refund to cover work already completed.
• After Proof approval: Once you have approved your Proof in writing, production may commence immediately. Cancellations at this stage cannot be guaranteed and no refund will be issued once production has begun.
• After production has commenced: Cancellation is not possible and no refund will be issued.
• Non-payment: If full payment is not received within 7 days of invoice, FitPrint Studio reserves the right to cancel the order and retain any artwork files prepared on your behalf.

6. Refunds Process

• Where a refund is agreed, it will be processed within 14 days of the fault being confirmed and (where required) the goods being returned to us.
• Refunds will be issued to the original payment method used at the time of purchase.
• Return postage costs for confirmed production faults will be reimbursed by FitPrint Studio. We will provide a prepaid return label where possible.
• Return postage costs for items returned for any other reason are the Customer's responsibility.

7. Artwork & Proof Responsibility

The Customer bears full responsibility for the content and accuracy of any artwork or design supplied. When you approve your digital Proof, you are confirming that:

• The design, text, layout and placement are correct.
• All spelling and content are accurate.
• You hold the rights to use all elements in the design.
• The colours shown are acceptable, noting that screen-to-print variation may occur.

FitPrint Studio will not be liable for errors present in the approved Proof. If you notice an error after approving a Proof, contact us immediately at info@fitprintstudio.co.uk — we will do our best to pause production, but cannot guarantee amendments can be made once production has started.

8. Colour Variation

Colour representation on digital screens (which use RGB colour) differs from physical print processes (which use CMYK or thread colour matching). As a result:

• Colours in the finished product may appear slightly different to how they appeared on your screen.
• This variation is not considered a defect and does not entitle the Customer to a return or refund.
• If exact colour matching is essential (e.g. strict brand guidelines), please request a physical sample prior to full production. A sample charge may apply.
• Embroidery thread colours are matched to the nearest available thread and may differ slightly from the digital representation.

9. Your Statutory Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

Where goods fail to meet these standards due to our fault, you retain the right to a repair, replacement or refund regardless of the bespoke nature of the order. If you believe your statutory rights have been affected, you may seek independent advice from Citizens Advice or contact the Trading Standards service.

10. Contact Us

For any returns or refund queries, please contact us: