Returns Policy

Returns & Refunds Policy

Last updated: 28th February 2026

Plain English Summary

  • If your item is faulty or incorrect, we will replace it or refund you at our cost.

  • Personalised or made-to-order items cannot be returned unless faulty.

  • Ready-made (non-personalised) items can be returned within 14 days of receiving your order.

  • You are responsible for return postage on non-faulty items.

For full legal details, please read below.

1. Your Rights Under UK Law

This policy is in accordance with:

  • The Consumer Rights Act 2015

  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Nothing in this policy affects your statutory rights.

2. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your item is faulty, damaged, or incorrect:

  • Please notify us within 48 hours of delivery where possible

  • Provide your order number and photographic evidence

If the item is confirmed as faulty or not as described, you are entitled to:

  • A repair or replacement, or

  • A full refund

Upper Stitch Limited will cover all return postage costs for faulty or incorrect items.

If a fault develops within 30 days of receipt, you are entitled to reject the goods and receive a full refund.

3. Personalised & Made-to-Order Items

Under the Consumer Contracts Regulations 2013, personalised or custom-made goods are exempt from the 14-day cancellation right.

Therefore:

All personalised and made-to-order items are non-refundable and non-returnable unless they are faulty or incorrect.

This includes items customised with:

  • Names

  • Initials

  • Custom text

  • Logos

  • Bespoke specifications

Please check all spelling, sizing and details carefully before placing your order, as items will be produced exactly as submitted.

4. 14-Day Cancellation Right (Ready-Made Items Only)

For non-personalised, ready-made items purchased online, you have the legal right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel:

  • You must notify us within 14 days of delivery

  • You then have a further 14 days to return the goods

Returned items must be:

  • Unused and unworn

  • In original condition

  • With original tags and packaging intact

Return postage costs for non-faulty items are the responsibility of the buyer.

We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.

5. Refunds

Once we receive and inspect your returned item:

  • Refunds will be issued to your original payment method

  • Refunds will be processed within 14 days of receiving the returned goods

Original delivery charges will be refunded in accordance with UK regulations for cancelled orders, excluding any premium delivery upgrades.

6. Deductions from Refunds

We may make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

7. How to Start a Return

To request a return, please contact:

sales@upperstitch.com - returns address will then be provided.

Please include:

  • Your full name

  • Order number

  • Reason for return

Returns sent without prior contact may not be processed.

8. Contact Information

If you have any questions regarding this policy, please contact us via our website at:

www.upperstitch.com/contactus