Returns & Refund Policy

Our approach

We want you to be confident when ordering from Integrity Stitching.

Most of our standard collection garments are produced after an order is placed. Although this reduces unnecessary production, it does not mean that standard collection products are automatically treated as personalised goods.

This policy explains how cancellations, returns and refunds work.

Nothing in this policy affects your statutory consumer rights.

Standard Collection Products

If you purchase an eligible standard product through our website, you may cancel your purchase without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order.

After notifying us, you then have a further 14 days to return the item.

To request a return, please contact us through our Contact page and provide:

Your order number

Your name and email address

The product you wish to return

We will then provide the information required to complete your return.

Condition of Returned Products

You are entitled to examine a product in a similar way to how you might examine it in a shop.

Please take reasonable care of products while they are in your possession.

Where possible, products should be returned clean and with their original tags and packaging.

If a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, and its value has been reduced as a result, this may affect the amount refunded where permitted by law.

Return Shipping

For a standard change of mind return, you are responsible for the cost of returning the product to us unless we tell you otherwise.

We strongly recommend using a delivery service that provides proof of postage.

Until your return has been received, please retain your proof of postage.

If a product is faulty, damaged, incorrect or not as described, please contact us before arranging a return so that we can advise you on the appropriate process.

Refunds

Once an eligible return has been received, or you have provided appropriate evidence that it has been returned, we will process the refund due as soon as reasonably possible and within the timescale required by law.

Eligible refunds will normally be returned using the same payment method used for the original purchase.

Where the statutory cancellation right applies, we will also refund the cost of our standard delivery service.

If you chose a more expensive delivery option, any amount paid above the cost of the standard delivery service does not have to be refunded.

The time it takes for a refunded payment to appear in your account can vary depending on your payment provider.

Personalised & Custom Made Products

The usual change of mind cancellation right may not apply to products that have been genuinely personalised or made specifically to your individual requirements.

Examples may include garments featuring:

Personal names or initials

Individual wording

Unique embroidery or printing requested by you

Artwork created specifically for your order

Other clearly personalised features

Where a product is treated as personalised or custom made, we will make this clear before the relevant order is confirmed wherever appropriate.

This exception does not affect your rights if the product is faulty, damaged, incorrect or not as described.

Custom Collections

Orders placed as part of our Custom Collections service may have additional terms agreed specifically for the project.

These may cover design approval, quantities, payment, production, delivery, cancellations and returns.

Where a Custom Collection order is being placed by a business, Lodge, club, charity, organisation or other non consumer customer, separate business terms may apply.

Any project specific terms will be explained before the relevant order is confirmed.

Faulty, Damaged or Incorrect Products

Every Integrity Stitching product should arrive in the condition and specification expected.

If something has gone wrong, please contact us as soon as reasonably possible.

Please provide:

Your order number

A description of the problem

Photographs of the product and packaging where relevant

We will review the issue and explain the appropriate next step.

Depending on the circumstances, this may include repair, replacement, refund or another remedy available under your statutory rights.

Please do not return a faulty or damaged product before contacting us unless we have asked you to do so.

Incorrect Size or Colour Ordered

Please check your selected garment, colour and size carefully before completing your order.

If you have purchased an eligible standard collection product online and later decide that the size or colour is unsuitable, the cancellation and return arrangements described above will apply.

Personalised products may not qualify for a change of mind return.

If you are unsure about sizing before ordering, please contact us and we will be happy to help.

Order Cancellations Before Dispatch

If you need to change or cancel an order shortly after placing it, please contact us as quickly as possible.

Because production can begin soon after an order is received, we cannot guarantee that changes can be made before production or dispatch.

This does not remove any statutory cancellation rights that otherwise apply to your purchase.

Exchanges

If you would prefer a different size, colour or product, please contact us.

Depending on the circumstances, the simplest option may be to return an eligible item for a refund and place a new order for the required product.

Personalised or custom made products may not be eligible for exchange unless there is a fault or error with the product supplied.

How to Contact Us

To request a return, report a problem or ask a question about this policy, please contact Integrity Stitching through our Contact page.

Please include your order number whenever possible so that we can help you more efficiently.

Your Statutory Rights

This policy is intended to explain our returns process clearly.

It does not exclude, restrict or replace any rights you have under applicable consumer law.