Refund policy
The Stitch Studio Embroidery and Print
At The Stitch Studio Embroidery and Print, we take pride in providing high-quality DTF transfers, custom DTF gang sheets, professional embroidery, and personalised clothing printing.
We want every customer to be satisfied with their order. Please read our Return & Refund Policy carefully before purchasing, particularly when ordering customised or made-to-order products.
This policy applies to purchases made through our online store and is governed by applicable UK consumer protection laws.
1. Custom-Made & Personalised Products
Many of our products are produced specifically according to customer artwork, measurements, designs, or personalisation requirements.
These include:
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Build Your Own DTF Gang Sheet
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Upload Your DTF Gang Sheet
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Custom DTF Transfers By Size
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Custom Embroidered Clothing
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Personalised T-Shirts, Hoodies & Workwear
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Custom-Printed Apparel & Merchandise
Under the UK Consumer Contracts Regulations 2013, products made to a customer's specifications or clearly personalised are generally exempt from the standard 14-day change-of-mind cancellation right.
Therefore, we do not normally accept change-of-mind returns or refunds for genuinely customised or personalised products.
This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied, or not as described.
2. Order Cancellations & Changes
If you need to cancel or modify your order, please contact us as soon as possible.
Email: kerry@tcs-eco.co.uk
Phone: 07909 923890
For customised products, we will review cancellation or amendment requests based on the order's production status and the nature of the product.
Once production has started, cancellations or modifications may not be possible.
Where a statutory cancellation right applies, it remains unaffected by these conditions.
Important: Please double-check artwork, sizes, quantities, colours, and personalisation details before completing checkout.
3. Damaged, Faulty or Incorrect Orders
We carefully prepare our products, but if something goes wrong, we want to resolve the issue.
Please contact us if:
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Your order arrives damaged.
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You receive an incorrect product.
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Your DTF transfers contain a printing defect.
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Your embroidery or clothing printing differs materially from the agreed specifications.
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Your order is incomplete.
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Your product is faulty or not as described.
To help us investigate, please provide:
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Your order number.
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Your full name and contact details.
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A description of the issue.
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Clear photographs showing the problem, where possible.
Contact us at kerry@tcs-eco.co.uk.
We encourage customers to report issues promptly after delivery so that we can investigate efficiently.
Your statutory consumer rights remain valid regardless of when you first contact us.
4. Refunds, Replacements & Consumer Rights
If your order is faulty, not as described, or does not meet applicable legal standards, you may be entitled to a refund, repair, replacement, or other remedy under the Consumer Rights Act 2015.
For qualifying faulty goods, consumers generally have a 30-day short-term right to reject them, subject to the applicable legal conditions.
After that period, other statutory remedies may still apply.
Where a refund is due, we will process it using your original payment method unless an alternative is agreed and legally permitted.
Refunds will be issued within the applicable statutory timeframe.
Nothing in this policy limits or excludes your rights under UK consumer law.
5. Artwork & Customer-Supplied Design Errors
Customers are responsible for checking the accuracy and suitability of artwork submitted for custom printing or embroidery.
Please review:
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Artwork resolution and quality.
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Spelling and text.
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Design dimensions.
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Selected print sizes.
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Background transparency.
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Design placement.
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Colours and supplied graphics.
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Gang sheet layout and spacing.
If the finished product accurately reproduces an error contained in the artwork or specifications supplied by the customer, we do not normally offer a refund or free replacement solely because of that customer-supplied error.
However, this does not affect your legal rights where we have failed to provide goods or services with reasonable care and skill or where the goods do not conform to the contract.
6. DTF Transfer Application Issues
Our DTF transfers must be applied using suitable equipment and the correct application instructions.
Results can vary depending on:
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Heat press temperature.
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Pressing time and pressure.
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Garment material.
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Film peeling method.
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Equipment performance.
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Washing and aftercare.
Damage caused solely by incorrect heat pressing, unsuitable garments, improper handling, or failure to follow supplied instructions is generally not eligible for a free replacement or refund.
If you believe your transfer was defective before application, please contact us with your order details and photographs.
We will assess the issue fairly, including whether the product itself was faulty or the supplied application instructions were inadequate.
7. Non-Personalised Products
For eligible non-personalised goods purchased online, UK consumers generally have the right to cancel their order within 14 days after receiving the goods, without giving a reason.
After notifying us of cancellation, you generally have another 14 days to return the products.
Items should be handled only as reasonably necessary to inspect them. Any deduction for diminished value will be made only where permitted by law.
Please email kerry@tcs-eco.co.uk to arrange a return.
For eligible change-of-mind returns, customers are responsible for return postage where this has been properly communicated before purchase.
We will refund eligible products and any legally required standard outbound delivery charges within the statutory timeframe, using the original payment method.
8. Return Shipping
Please contact us before sending any item back so we can provide appropriate return instructions.
Return enquiries:
The Stitch Studio Embroidery and Print
55 Portland Road
Kilmarnock
KA1 2EQ
United Kingdom
Email: kerry@tcs-eco.co.uk
Do not send goods back without first requesting return instructions.
Where a return is required because goods are faulty or incorrectly supplied, we will meet reasonable return costs as required by law.
For eligible change-of-mind returns, customers may be responsible for return shipping costs.
We recommend using a tracked postage service and retaining proof of postage.
9. Missing or Delayed Deliveries
If your order has not arrived within the expected delivery period, please contact us.
We will review the shipment information and assist with the delivery enquiry.
If your order is lost in transit or has not been delivered, we will address the matter in accordance with applicable UK consumer law.
Customers are not responsible for loss or damage while goods remain at our risk during delivery.
10. Colour & Print Variations
We use premium 9-colour DTF printing technology to produce vibrant, detailed designs.
However, minor colour differences can occur because of:
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Computer and mobile screen settings.
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Digital colour profiles.
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Printing methods.
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Fabric colours and textures.
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Artwork quality.
Exact screen-to-print colour matching is not always possible.
Minor variations that fall within the agreed product specifications do not automatically constitute a defect.
However, if a product is materially different from its description or agreed specifications, your statutory rights remain protected.
11. Custom Embroidery Returns
Custom embroidery is often produced according to individual customer requirements, including logos, names, designs, thread colours, and embroidery placement.
Because these products are personalised, change-of-mind returns are not normally available where the legal custom-made exemption applies.
If your embroidered product arrives faulty, damaged, or does not match the agreed specifications, please contact us.
We will review the issue and provide the appropriate remedy in accordance with UK consumer law.
12. Contact Us About Returns & Refunds
If you have any questions about returns, refunds, order cancellations, or a problem with your purchase, please contact our team.
The Stitch Studio Embroidery and Print
Email: kerry@tcs-eco.co.uk
Phone: 07909 923890
Business Address:
55 Portland Road
Kilmarnock
KA1 2EQ
United Kingdom
We aim to handle all customer concerns fairly, professionally, and in accordance with applicable UK consumer protection legislation.
The Stitch Studio Embroidery and Print
Premium DTF Printing | DTF Gang Sheets | Custom Embroidery | Personalised Clothing
Your Satisfaction Matters. Quality Is Our Priority.