Refund Policy
Last updated: 3 September 2026
This Refund Policy forms part of our Terms of Service. It explains when you can cancel or return an order, and what happens if something is wrong with it.
The short version
- Cancel any time before you approve your proof and you get a full refund ā we haven't made anything yet.
- Plain, undecorated garments can be returned within 30 days if unused and in their original packaging.
- Custom branded and personalised items can't be returned once made, unless they've been prepared incorrectly against your order instructions or there's a fault with the material. They're made for you and can't be resold.
- Anything faulty, damaged, wrong, or not matching the proof you approved gets put right. Always.
Consumers and business customers
If you're buying wholly or mainly for personal use, you're a consumer and you have statutory rights under UK consumer law. Nothing in this policy reduces them.
If you're buying for a business, trade, craft or profession, you're a business customer. The cancellation rights below don't apply to you by law, though our commitments on faults, mistakes and proof mismatches apply to everyone.
Cancelling before we make anything
We send you a proof ā a visual showing your artwork, its position and its size ā before production starts. Until you approve it, nothing has been ordered or made.
If you want to cancel at any point before approving your proof, email hello@booswear.co.uk with your order number. We'll cancel and refund you in full, including any delivery charge, no questions asked.
Once you approve your proof we order blanks and begin work. Tell us as soon as you can if you need to change or cancel after that. We'll do what we can, but we may not be able to stop production, and we may have to charge for materials already used.
Custom branded and personalised items
We cannot accept returns of custom branded and personalised products unless the item has been prepared incorrectly against your order instructions, or there is a fault with the material.
This is because they're made to your specification. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual right to cancel a distance purchase does not apply to goods made to a customer's specification or clearly personalised ā and practically, a polo carrying your logo can't be sold to anyone else.
It's also why the proof matters. Please check spelling, names, numbers, artwork, placement and sizes carefully before you approve it.
Plain, undecorated garments ā 30 days
If you order garments with no decoration at all, you have 30 days from receiving them to request a return. That's longer than the law requires, and we're happy to offer it.
To be eligible, the item must be in the same condition you received it ā unworn, unused, unwashed, with tags attached and in its original packaging. You'll also need your receipt or proof of purchase.
How to start a return
Contact us at hello@booswear.co.uk with your order number and what's wrong. If your return is accepted we'll send you a return shipping label along with instructions on how and where to send the parcel.
Returns go to: 29 Bridge Street, Morpeth, NE61 1PE
Please request a return before sending anything back ā items that arrive without one can't be processed, because we've no way of knowing whose they are or why they've come.
If something is wrong
Please check your order when it arrives and contact us as soon as you can if anything is defective, damaged, short, or not what you ordered, so we can look into it and put it right. Getting in touch early makes it far easier to sort out, and lets us take it up with our supplier or the carrier.
We'll put it right if:
- an item is faulty or has a defect in the garment or the decoration;
- it arrived damaged, or the order was short;
- it's not what you ordered ā wrong garment, wrong colour, wrong size against your order;
- the decoration doesn't match the proof you approved ā wrong position, wrong size, wrong colour, or poor quality stitching or print;
- we made a mistake transferring your artwork or names.
Depending on what's happened and what you'd rather have, we'll remake it, replace it or refund it. Where the error is ours you never pay for return postage or for the remake, and we cover delivery both ways. A photograph usually settles it without you having to post anything at all.
As a consumer, if goods are faulty you have a short-term right to reject them for a full refund within 30 days of receipt. After that you're entitled to a repair or replacement, and if that isn't possible or doesn't put it right, to a price reduction or a refund.
Things that aren't faults
So expectations are clear before you order:
- Sizing. Sizes vary between manufacturers and styles. We publish a size guide for every product, and if you're at all unsure we'd strongly suggest ordering one plain sample first. Once a garment is decorated we can't take it back because the fit wasn't right.
- Colour variation. Screens show colour differently, and garment and thread shades vary slightly between production batches. Small variation isn't a fault.
- Reproduction limits. Embroidery can't hold very fine detail or very small text, and no process matches every colour exactly. We'll tell you if we think your artwork will struggle in your chosen method, and the proof shows what to expect.
- Errors you approved. If a mistake was visible in the proof you approved ā a misspelled name, a wrong date ā we can't refund it. We'll always help get replacements made at cost.
- Wear and tear. Decoration is durable but not indestructible. Please wash inside out and cool, and don't iron directly over a print or embroidery.
Delivery problems
If your order hasn't arrived by the estimated date, contact us and we'll trace it. If a parcel is lost in transit we'll remake and resend at no cost to you once the carrier confirms the loss.
If a parcel arrives visibly damaged, photograph the packaging before opening it if you can. It helps us claim from the carrier, and it won't affect your rights either way.
Exchanges
For plain goods, the quickest way to get what you want is to return the item you have and place a separate order for the replacement, rather than waiting for an exchange to be processed.
For decorated goods, get in touch ā if we've made the error we'll simply remake it, and there's nothing for you to reorder.
Refunds
We'll let you know once we've received and inspected your return, and whether the refund has been approved.
Approved refunds go back to your original payment method within 10 working days, and always within 14 days of us receiving the goods where a return was needed. It can then take a few more days for your bank or card provider to post it to your account. If more than 15 working days have passed since we approved your refund and you still haven't seen it, contact us at hello@booswear.co.uk.
We're not currently registered for VAT, so a refund is simply the amount you paid, with no tax adjustment.
Gift cards
Gift cards are non-refundable and cannot be returned.
Business customers
If you're buying for a business, we'll always put right anything faulty, wrong, or not matching your approved proof, on the same terms as above. Returns for any other reason ā change of mind, over-ordering, or sizing ā are at our discretion. Get in touch and we'll see what we can do. We'd rather find a solution than lose a customer over a box of polos.
Contact
Any question about a return, email hello@booswear.co.uk or call 07415 108665.
Booswear Limited
29 Bridge Street, Morpeth, NE61 1PE
Email: hello@booswear.co.uk
Telephone: +44 (0) 7415 108665
Registered in England and Wales, company number 17356605