Returns, refunds & cancellations
Everything you need to know about returning products, requesting refunds, and cancelling orders with IPM Teamwear. We want you to be completely happy with your order.
Personalised items
All personalised and customised products (items with embroidery, print, or any other decoration applied) are made to order specifically for you. Because of this, personalised items cannot be returned or exchanged unless they are faulty or we have made an error with your order.
Personalised items cannot be returned for a change of mind, incorrect sizing chosen by the customer, or because the colour looks different on screen to the physical product.
This is a standard industry policy for all made-to-order goods and is in accordance with the Consumer Contracts Regulations 2013.
We strongly recommend ordering a plain sample garment first if you are unsure about sizing or fabric quality. This way you can check the fit before committing to a personalised order.
What counts as an error on our part?
If we have applied the wrong logo, used the wrong decoration method, applied artwork to the wrong position, supplied the wrong colour, or supplied the wrong garment entirely, we will replace the affected items at no cost to you. Contact us within 14 days of receiving your order.
Plain (unbranded) items
Plain items with no personalisation can be returned within 14 days of delivery for a full refund, provided they meet the following conditions:
Return postage costs are the responsibility of the customer unless the item is faulty or we sent the wrong product. We reserve the right to refuse a return if items are returned without proof of purchase, or if they show signs of wear.
Faulty goods
If you receive an item that is faulty or damaged, we want to make it right. This applies to both personalised and plain items.
If your item is faulty, we will offer a replacement or full refund at our discretion, including return postage costs.
You are covered by the Consumer Rights Act 2015.
What counts as faulty?
Manufacturing defects in the garment (stitching, fabric tears, zip failures), significant colour defects not caused by washing, and decoration that peels, cracks, or falls off within a reasonable timeframe under normal use. Normal wear and tear, fading from repeated washing, or damage caused by incorrect care (e.g., ironing directly over a print) are not considered faults.
Reporting a fault
Please contact us within 14 days of receiving your order. We will ask for photographs of the fault and your order number. In most cases we can resolve the issue without you needing to return the item first.
Cancellations
If you need to cancel or change your order, please contact us as soon as possible. Orders that have not yet entered production can usually be cancelled for a full refund.
Once production has started on a personalised order, it cannot be cancelled.
This includes any order where artwork has been approved and sent to our production team. We will always let you know the status of your order if you contact us.
Plain item orders that have already been dispatched cannot be cancelled, but you can return them under our plain item returns policy above once you receive them.
Artwork proofs and approval
For all new designs, we will send you an artwork proof for your approval before production begins. Your order will not go into production until you are happy with the design.
It is your responsibility to carefully check the artwork proof for spelling, colours, positioning, and overall appearance before approving. Once you approve a proof and production begins, we cannot accept returns based on issues that were visible in the approved proof.
If you are not satisfied with the proof, let us know and we will work with you to make adjustments until you are happy. There is no charge for reasonable amendments to your proof.
Ordering samples
We strongly recommend ordering a plain sample garment before placing a large personalised order. This lets you check the fit, fabric quality, and colour in person before committing.
To order a sample, simply place an order for the plain (unbranded) garment through our website. You can return the sample within 14 days under our plain item returns policy if it is unworn and in its original packaging.
Ordering a sample first can save you money and hassle.
If you are ordering for a team, getting one or two sizes to try before placing the full order is always a good idea.
How to return an item
Garment substitution
We will always endeavour to supply the exact garment and colour you have ordered. In the rare event that a specific product is unavailable, we will contact you before proceeding. We will never substitute a garment without your prior agreement.
Questions about a return?
Email us at sales@ipmteamwear.com or call us on 01283 812030 and we will be happy to help. Please have your order number ready when you get in touch.