Because our products are personalised and made to order, this policy is designed to be fair while reflecting the bespoke nature of embroidery. It sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Personalised & Made-To-Order Items
Embroidered and personalised items are made specifically for you, so they are exempt from the standard 14-day right to cancel under the Consumer Contracts Regulations. This means we are unable to accept returns or offer refunds simply because you have changed your mind, unless the item is faulty or not as described.
Faulty Or Incorrect Goods
Your statutory rights are fully protected. If an item arrives faulty, damaged or different from the proof you approved, please contact us within 14 days of receiving your order. We will arrange a repair, replacement or refund as appropriate at no cost to you.
Digital Proofs
To minimise errors, we provide a digital proof of your design for approval before production begins. Please check spelling, colours, sizing and logo placement carefully, as we produce items based on the proof you approve.
Non-Personalised Items
For any standard, non-personalised goods, you may cancel within 14 days of delivery under the Consumer Contracts Regulations. Items must be returned unused, in their original condition and packaging. The cost of return postage is your responsibility unless the item is faulty.
How To Make A Return
Email us at hello@emworkwear.co.uk with your order number and, where relevant, clear photographs of the issue. Our team will review your request and guide you through the next steps.
Refunds
Approved refunds are processed to your original payment method within 14 days of us receiving the returned item or agreeing the refund. We will notify you by email once your refund has been issued.
Last updated: June 2026. If you have any questions about this policy, please contact us at hello@emworkwear.co.uk.