Refund Policy

At Kelso Embroidery, every item is made to order with care and attention. We want you to be happy with your purchase, so this policy explains when refunds, returns, or replacements are available.

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1. Personalised & Custom-Made Items

Most of our products are custom-made or personalised, which means they are non-refundable and non-returnable under UK consumer law unless they are:
   •    Faulty
   •    Damaged on arrival
   •    Not made to the specification you approved

We cannot accept returns or refunds for:
   •    Incorrect spellings, colours, or design details you submitted
   •    Change of mind
   •    Items that have been used, worn, or washed
   •    Slight variations in stitching or colour due to the handmade nature of embroidery

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2. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect due to our mistake, we will:
   •    Repair the item or
   •    Replace it or
   •    Offer a refund

To help us resolve it quickly, you must contact us within:
   •    48 hours of delivery for damaged items
   •    7 days of delivery for faults or incorrect items

Please include:
   •    Your order number
   •    Clear photos of the issue
   •    A description of the problem

We will assess the situation and offer the appropriate solution.

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3. Returns Process (If Applicable)

If a return is approved:
   •    We will provide instructions and a return address
   •    Items must be sent back unused, unwashed, and in original condition
   •    You are responsible for return postage unless the item is faulty or incorrect
   •    We recommend using a tracked service, as we cannot accept responsibility for lost returns

Once we receive the item, we aim to process refunds within 5–7 business days.

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4. Cancellations

Before production begins

If you need to cancel an order, please contact us as soon as possible.
Orders can only be cancelled if embroidery has not yet started.

After production begins

Once personalisation has started, cancellations are not possible.

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5. Non-Custom Items (If Applicable)

If we sell any non-personalised ready-made items (e.g., blank accessories), these can be returned within 14 days of delivery under standard UK consumer rights, provided they are:
   •    Unused
   •    In original condition
   •    In original packaging

Refunds will be issued once the item is safely returned.

(If you do not sell any non-custom items, I can remove this section.)

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6. Lost Deliveries

If your order does not arrive:
   •    UK orders: Contact us after 7 business days from expected delivery
   •    International orders: Contact us after 21 business days

We will investigate with the courier and arrange a replacement or suitable resolution.

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7. Contact Us

For refund, return, or cancellation requests, please contact us via:

https://www.kelsoembroidery.co.uk/contact

Please include your order number and details to help us respond quickly.