Refund policy
Returns & Refunds Policy
We want you to be completely satisfied with your order. Please read this policy carefully - different terms apply to blank garments, personalised/customised items, and trade/B2B orders.
1. Blank & Undecorated Garments (Consumer Orders)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
- Notify us within 14 days of delivery by emailing support@wrapandcover.co.uk
- 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 refund the item price within 7 days of receiving the returned goods, to your original payment method
- Original delivery charges are not refunded unless the item is faulty
- Return postage is 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 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
Please contact us within 14 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 by businesses purchasing for commercial use are not covered by the Consumer Contracts Regulations. The following terms apply:
- Blank garments: Returns 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 were approved via a digital proof and produced to specification.
- Bulk orders & Bespoke Orders: Once 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 must be reported in writing within 5 working days of delivery.
4. Faulty or Incorrect Items
If you receive a faulty, damaged or incorrect item, contact us within 7 days of delivery at support@wrapandcover.co.uk with your order number and photographs. We will arrange a free return and offer a full refund or replacement. Your statutory rights are not affected.
5. How to Return
1. Email support@wrapandcover.co.uk with your order number and reason for return
2. We will confirm whether the return is accepted and provide return instructions
3. Use a tracked service — we cannot accept responsibility for items lost in transit
4. Refunds are processed within 14 days of receiving the returned goods
Contact: support@wrapandcover.co.uk