At Inastitch, we’re committed to delivering high-quality, personalised embroidery and printed garments made to your exact requirements. Each item is individually produced with care, and because most of our products are custom-made, we ask that you review this policy carefully before placing your order.
1. Order Agreement and Image Responsibility
By submitting an order, you agree to the written specifications confirmed at the time of purchase.
Customers are responsible for ensuring that they have the legal right to use any images, text, or designs supplied for customisation.
We reserve the right to refuse orders that contain:
Offensive or inappropriate language, graphics, or symbols
Copyrighted images, logos, or materials submitted without permission
Please note that the colours shown on screen may vary slightly from the actual garment due to fabric textures and screen display settings.
2. Sizing and Colour Accuracy
Before ordering, please refer to the sizing guide listed for each product. Because we work with garments from different manufacturers, sizes can vary. Refunds cannot be offered for personalised items that do not fit.
While we take care to match colours as closely as possible, exact colour reproduction between artwork and finished garments cannot be guaranteed.
3. Artwork, Design, and Personalisation
Every personalised product is created by hand. Although we aim to position artwork precisely as requested, slight variations in placement or alignment can occur. These minor differences are part of the handmade process and do not qualify for refunds or replacements.
Before Production
Customers receive a mock-up or digital proof to review before production begins. Please check all spelling, colours, and positioning carefully. Once approved, we cannot accept changes or cancellations.
After Approval
When you approve your mock-up or sample, Inastitch cannot accept responsibility for any discrepancies. Refunds will not be issued for approved designs.
4. Artwork Quality and Design Amendments
The quality of the finished product depends on the quality of the artwork provided. If your image is unsuitable for embroidery or printing, we will contact you for a higher-resolution version. Once approved, we cannot issue a refund due to artwork quality issues.
If you wish to amend your order, please contact us in writing or by email. Additional charges may apply, and the delivery timeframe may change. Once personalisation has started, no further amendments can be made.
5. Returns Policy
Customer satisfaction is very important to us. If you’re not happy with your order, please get in touch so we can try to resolve the issue.
Because all personalised items are made to order, we can only accept returns if:
We have made an error with your order, or
The item is faulty
Return Guidelines
Faulty items must be returned within 30 days of receipt for inspection
We reserve the right to determine whether a refund or replacement is appropriate after examining the returned goods
Refunds are not available for items that do not fit, so please confirm sizes carefully before ordering
Returns for non-faulty goods, if approved by management, will incur a 15% restocking fee
If you need help choosing the right size or product, our team is happy to assist before you place your order.
6. Cancellations
We aim to process orders quickly, so they often move into production soon after being placed. Once production begins, we’re unable to cancel or alter an order.
If you request a cancellation after placing your order, Inastitch reserves the right to charge for:
Artwork and design fees
Material or restocking costs
Any vendor or supplier fees already incurred
These charges reflect the expenses involved from the time your payment is received until the cancellation request.
7. Governing Law and Consumer Rights
All orders and disputes are governed by English law. This policy does not affect your statutory rights as a UK consumer.
8. Our Commitment to You
We take pride in every personalised garment we produce and want you to be delighted with your purchase. If you experience a problem with your order, please contact us directly. We’ll always do our best to put things right.
