Cancellation Policy

Custom Workwear Orders, Blank Items & Customer-Supplied Garments

Please read our cancellation policy before placing an order for custom printed workwear, embroidered garments, blank workwear items or customer-supplied garments.

Important Information

Custom printed, embroidered and clearly personalised workwear is made to your requirements. These products are generally exempt from the standard 14-day change-of-mind cancellation right under UK consumer law.

If you need to cancel or change an order, please contact KmvT Design as soon as possible with your order number. We will check whether any changes or cancellation can still be accommodated.

Non-personalised blank items have different cancellation rights, explained below. Your statutory rights for faulty, incorrectly supplied or not-as-described products are not affected.

Custom Printed & Embroidered Orders

Custom printed, embroidered or personalised workwear is prepared according to the garment choices, logo files, artwork, colours, sizes and customisation details supplied by the customer.

Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day change-of-mind cancellation right does not apply to goods made to the consumer’s specifications or clearly personalised.

Therefore, personalised orders are not normally eligible for cancellation, return or refund simply because the customer changes their mind. This exemption is not dependent solely on whether physical production has started.

We may nevertheless agree to a cancellation or amendment where practical, particularly if preparation and production have not started. Any agreement is subject to the circumstances of the order and your statutory rights.

This does not affect your rights where goods are faulty, incorrectly supplied or not as described.

Before Production Starts

If you need to cancel or change a custom order, please contact us as soon as possible.

If production has not started and garments or materials have not yet been committed to the order, we will do our best to accommodate your request.

Where garments have already been ordered, materials committed, or logo setup and artwork preparation carried out, we will explain what work or costs have been incurred before confirming whether cancellation can be agreed.

Any applicable charges will depend on the nature of the order, the terms agreed before purchase and relevant legal rights. We will not automatically retain charges that are not lawfully payable.

After Production Starts

Once printing, embroidery, garment customisation or related preparation has started, cancellation or amendment of a personalised order may no longer be practical.

This is because customised garments and decoration are prepared specifically for the customer and may not be suitable for resale.

Where the order consists of clearly personalised or bespoke goods, the standard statutory change-of-mind cancellation right does not apply.

However, any rights relating to faulty, incorrectly supplied or not-as-described goods remain unaffected.

Blank Non-Personalised Orders

Blank, non-personalised workwear purchased online by consumers is generally covered by the statutory 14-day cancellation right.

You may normally cancel from the time the contract is formed until 14 days after receiving the goods, without needing to give a reason.

After notifying us of cancellation, you normally have a further 14 days to return the goods.

Garments may be inspected and tried on as they would be in a shop. However, if handling or use beyond what is reasonably necessary to inspect them reduces their value, a lawful deduction may be made from the refund.

Unless otherwise agreed, the customer is responsible for the direct cost of returning non-personalised goods following a change-of-mind cancellation.

Eligible refunds will be processed in accordance with UK consumer law, including the original standard delivery charge where required.

Further information is available in our Returns & Refund Policy.

Customer-Supplied Garments

If you provide your own garments for printing, embroidery or customisation, please contact us as soon as possible if you wish to cancel or change the work.

Once customisation has started, it may not be possible to return the garment in its original unmodified condition.

Printing and embroidery involve mechanical processes. Certain fabrics and garment constructions may carry additional risks, including thread catching, needle damage, distortion or marking.

We will exercise reasonable care and skill when working on your garments. Where we identify an item as unsuitable or higher-risk, we may advise against proceeding or refuse the work.

If cancellation is requested after work has started, any amount payable for services or preparation already carried out will be assessed in accordance with the agreement and applicable consumer law.

Nothing in this section excludes or restricts our responsibility where we have failed to exercise reasonable care and skill.

Please also read our Terms and Conditions for further information about customer-supplied garments.

Logo Setup, Artwork and Preparation Costs

Some orders may include logo setup, embroidery digitising, artwork preparation or other preparation work.

These activities may involve work undertaken before the physical garment production begins.

Where setup or artwork preparation has been agreed as a separate service, the applicable cancellation rights and any amount payable will depend on the terms agreed before work began and the requirements of UK consumer law.

If a consumer has a statutory cancellation right for a separate service, additional requirements may apply before that service can begin during the cancellation period, including an express request to start early.

Charges for work already carried out will only be retained where permitted by the applicable agreement and law.

If cancellation is requested, we will explain any applicable charges and the basis on which they have been calculated.

Urgent Orders

Urgent orders may enter production faster than standard orders. If you place an urgent order, please check all garment sizes, quantities, logo files, spelling and customisation details carefully before confirming your order.

Once urgent personalised goods have entered preparation or production, cancellation or changes may not be practical.

The normal change-of-mind cancellation exemption for clearly personalised or bespoke goods continues to apply.

Urgency does not remove any statutory rights that would otherwise apply to the products or services ordered.

How to Request a Cancellation

To request a cancellation or amendment, please contact KmvT Design as soon as possible with your order number.

If possible, explain whether you wish to cancel the entire order or change particular garments, quantities, sizes or customisation details.

We will review the order status and confirm whether your request can be accommodated, whether any lawful charges apply or whether production has already progressed.

Where you have a statutory right to cancel, a clear statement of your decision to cancel is sufficient. You do not need our permission to exercise that right.

For help, please use our Contact Us page.

Statutory Rights

Nothing in this Cancellation Policy excludes, restricts or otherwise affects your statutory consumer rights.

If a product is faulty, incorrectly supplied or not as described, you may be entitled to an appropriate remedy under the Consumer Rights Act 2015.

These rights are separate from the change-of-mind cancellation rules for personalised and non-personalised products.

Further details are available in our Returns & Refund Policy and Terms and Conditions.

Need to Cancel or Change an Order?

Contact us as soon as possible with your order number so we can check whether the order can still be cancelled or amended.