Returns & Refunds Policy
We want you to be completely happy with your order. This policy explains your rights and our returns process. Please read carefully, as different terms apply depending on whether your order is for blank (undecorated) garments, personalised/customised items, or a trade/B2B account order.
1. Blank & Undecorated Garments (Consumer Orders)
If you have ordered garments without any customisation (embroidery, printing, vinyl or other decoration), you have the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- You may cancel within 14 days of receiving your goods, without giving a reason.
- Notify us by email at support@wrapandcover.co.uk within 14 days of delivery.
- You then have a further 14 days to return the goods to us.
- Items must be returned unworn, unwashed and in their original condition with all tags attached.
- We will issue a full refund of the item price within 14 days of receiving the returned goods, using your original payment method.
- Original delivery charges are not refunded unless the item is faulty or not as described.
- Return postage costs are the customer's responsibility unless we have made an error.
2. Personalised & Customised Items
Items that have been embroidered, screen printed, heat transfer printed, vinyl cut or otherwise personalised or decorated to your specification are non-returnable and non-refundable under the Consumer Contracts Regulations, as they are made to your individual requirements.
We will only accept returns on personalised items if they are:
- Faulty or damaged on arrival
- Materially different from the approved proof you signed off
- Incorrectly produced due to our error
In these cases please contact us within 30 days of delivery with your order number and photographs of the issue. We will arrange a free return and offer a full refund or replacement.
3. Trade & B2B Account Orders
Orders placed on a trade or business-to-business (B2B) account, or orders placed by businesses purchasing for commercial use, are not covered by the Consumer Contracts Regulations. The following terms apply:
- Blank garments: Returns are accepted within 14 days of delivery, subject to prior written agreement. Goods must be in original, resaleable condition. A restocking fee of up to 15% may apply.
- Customised/decorated orders: Non-returnable and non-refundable unless the error is ours. We will not accept returns where goods have been approved via a digital proof and produced to specification.
- Bulk orders: Once a bulk order is confirmed and in production, cancellation is not possible. If cancellation is requested before production commences, any artwork, setup or materials costs already incurred will be deducted from any refund.
- Shortages or discrepancies: Any shortage, quality issue or incorrect item must be reported to us in writing within 5 working days of delivery. Claims received after this period may not be accepted.
B2B customers should contact their account manager or email support@wrapandcover.co.uk to discuss any issue before returning goods.
4. Condition of Returns
All returned items (where accepted) must be:
- Unworn and unwashed
- In original packaging with all tags attached
- Free from odours, stains or signs of use
We reserve the right to refuse a refund or make a deduction where returned goods are not in a satisfactory resaleable condition.
5. Faulty or Incorrect Items
If you receive an item that is faulty, damaged in transit or not what you ordered, please contact us within 30 days of delivery at support@wrapandcover.co.uk with:
- Your order number
- A description of the fault or discrepancy
- Clear photographs showing the issue
We will arrange a free return and offer a full refund or replacement at your choice. Your statutory rights are not affected.
6. How to Return
- Email support@wrapandcover.co.uk with your order number and reason for return
- We will confirm whether the return is accepted and provide return address and instructions
- Package items securely - we recommend using a tracked service as we cannot accept responsibility for items lost in transit
- We will process your refund within 14 days of receiving the returned goods
7. Refunds
Refunds are made to the original payment method within 14 days of us receiving the returned goods (or, where no return is required, within 14 days of agreeing the refund). You will receive email confirmation when your refund has been issued.
If you have any questions about a return, please contact us at support@wrapandcover.co.uk before sending anything back.