Returns, Refunds & Cancellations
Most patches we manufacture are made to an approved customer specification. That affects change-of-mind cancellations, but it does not reduce your rights when an order is faulty or not as agreed.
Can I return made-to-order police patches if I change my mind?
Goods made to a consumer’s specifications or clearly personalised are generally excluded from the ordinary 14-day distance-selling right to cancel without a reason. Custom force crests, bespoke unit names, unique numbers, layouts and similar individually produced designs will often fall within this exception. The exemption depends on the actual product and order; an item is not exempt merely because it was manufactured after the order was placed.
Please consider the proof carefully before approving production. We will explain whether the cancellation exception applies to your specific order before the contract is made.
What if the item is not genuinely personalised?
For a qualifying consumer distance purchase that is not within an exception, you will ordinarily have 14 days after receiving the goods to tell us you wish to cancel without giving a reason, then a further 14 days to send the goods back. Refund and return arrangements will follow the Consumer Contracts Regulations, including any lawful deduction for handling beyond what would be permitted in a shop.
Contact [email protected] to cancel, using your order reference and a clear statement that you are cancelling. We will provide the relevant return instructions. A model cancellation form is available on request or can be sent in your own words.
Can I cancel before manufacturing begins?
Please tell us immediately if you need to cancel or alter a bespoke order before production. We will review its status and explain which changes are feasible, whether any work has been carried out, and whether an agreed charge or refund applies. We will not apply a blanket “no cancellation” rule where the law provides a cancellation right.
What if my patches are faulty or incorrect?
Contact us if patches arrive damaged, defective, not of satisfactory quality or materially different from the agreed order. Consumer rights may include a short-term right to reject qualifying faulty goods, or repair/replacement, price reduction or a refund depending on the circumstances and timing. We will assess each case fairly and comply with the Consumer Rights Act 2015.
Where a consumer is entitled to repair or replacement, it must be provided within a reasonable time and without significant inconvenience, at the trader’s necessary cost. We will not charge a customer lawful return postage for returning a confirmed faulty product where the law requires us to cover it.
How do I report a problem?
Email [SUPPORT EMAIL] with your order number, name, delivery date, description of the issue and photographs of the patches and outer packaging where useful. Keep the items and packaging while we assess a damage claim. If you cannot provide photos, tell us and we will offer another reasonable way to investigate.
We will explain the next steps and, when appropriate, arrange inspection, a remake, repair, replacement or refund. You can also use our Complaints Procedure if you disagree with the outcome.
Where should returns be sent?
Do not post goods to an unconfirmed address. Contact us first so we can give you the correct returns destination: [RETURNS POSTAL ADDRESS]. Where a qualifying change-of-mind return applies, we will explain any lawful return-postage responsibility before you send the goods.
How and when are refunds made?
Refunds are made using the original payment method unless another lawful arrangement is agreed. For a qualifying change-of-mind consumer cancellation, the statutory refund timetable applies (normally no later than 14 days after we receive the returned goods or suitable proof they were sent back, where applicable). Where a consumer exercises a valid right to reject faulty goods, the applicable statutory refund timetable applies. We will confirm the amount and timing for your case.
Business and procurement orders
Business-to-business orders do not automatically carry consumer change-of-mind rights. Bespoke B2B cancellation and remedies depend on the agreed contract and applicable business-sale law. Force and procurement terms expressly agreed in writing take precedence where legally permitted.
Your legal rights
Nothing in this policy excludes or restricts consumer rights that cannot lawfully be excluded. For further help, see our Terms and Conditions or email [email protected]. Last updated: 11-Oct-2026.