Refund policy
Emprise Teamwear Refunds & Returns Policy
Last Updated: March 2026
Thank you for choosing Emprise Teamwear for your custom-made team apparel. We pride ourselves on producing high-quality bespoke products tailored specifically to your requirements. This Refunds & Returns Policy explains your rights and our obligations under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, as they apply to custom-made goods.
1. Bespoke & Custom Made to Order Goods – No Refunds
Because all products sold by Emprise Teamwear are made to your exact specifications (including colours, names, numbers, logos, sizes, and other personalisation), we are unable to accept returns or offer refunds once the manufacturing process has started or once your order has been completed.
This means that once an order is confirmed and the product is in production or finished, it cannot be cancelled, returned or exchanged for a refund unless there is a fault with the item (see section 3 below).
2. Order Confirmation & Customer Responsibility
2.1. Accuracy of Order Details
You are responsible for ensuring that all customisation choices — including sizes, spellings, logos, numbers, colours and placements — are correct before you finalise your order.
When you place an order with us:
- You confirm that all details in your order are accurate.
- You understand that bespoke products are non-standard and non-returnable.
- You acknowledge that Emprise Teamwear will proceed based on the information you have provided.
We strongly recommend reviewing your order thoroughly before submission.
2.2. Order Amendments
If you wish to make changes to your order before it is manufactured, you must contact us immediately. Any amendment requests after production has begun cannot be accepted.
3. Faulty or Misdescribed Items
Your statutory rights are not affected. If your bespoke goods:
- Arrive damaged, defective, or significantly not as described,
- Contain manufacturing faults,
- Or are materially different from the agreed specification,
then you may be entitled to a repair, replacement, or refund in line with UK consumer law.
3.1. How to Report a Fault
To make a claim under this section:
- Contact us within 14 days of delivery.
- Provide your order number, a description of the issue, and photographic evidence where possible.
- Allow us a reasonable opportunity to investigate and resolve the matter.
We may ask you to return the item to us, at our cost, for inspection. If a fault is confirmed, we will, at our discretion:
- Repair the item.
- Replace the item with one that conforms to your order; or
- Offer you a refund.
Refunds under this section will be processed using the original payment method.
4. Delivery & Inspection
4.1. Receipt & Inspection
You must inspect your goods within a reasonable time of delivery. If you believe your item is faulty, please notify us as soon as possible and no later than 14 days after receipt.
4.2. Delivery Issues
If the product is lost or damaged in transit, contact us immediately so we can assist with a claim and replacement where appropriate.
5. Right to Cancel (Consumer Contracts Regulations)
Under UK law, consumers generally have a right to cancel within 14 days of receiving goods. However, this right does not apply to bespoke products that are made to your specification or clearly personalised — which includes all products sold by Emprise Teamwear.
6. Returns Process (If Eligible for Return)
In the event that a return is permitted (e.g., for faulty items), the process is as follows:
- Contact our Customer Services team with your order details and issue.
- We will provide a Returns Authorisation and guidance on returning the item.
- Package the item securely and return as instructed.
- Refunds (if applicable) will be issued once the item is received and inspected.
Please retain proof of postage for any return.
7. Refund Timing
When a refund is due:
- We aim to process it within 14 days of agreeing the resolution.
- Funds will be returned using the original payment method.
- It may take additional time for your bank or card provider to reflect the refund.
8. Contact Us
If you have any questions, concerns, or issues with your order, please contact our team:
Emprise Teamwear Limited
Email: teamwear@emprise.store
Phone: 0114 395 1819
Address: Emprise Teamwear Limited,12-14 Lordsmill Street, Chesterfield, S41 7RW, United Kingdom.
9. Policy Changes
We may update this policy to reflect changes in law, business practices, or feedback. The latest version will always be published on our website with the effective date noted above. We do not need to notify customers upon any updates to our policies and procedures.