Returns Policy

Returns & Refunds Policy

At Brand Identity, we take pride in producing high-quality embroidered and printed garments. As the majority of our products are personalised specifically for each customer, our returns policy differs from that of standard retail products.

Personalised Products
Garments that have been embroidered, printed or otherwise personalised are made specifically to your requirements and cannot be returned or exchanged unless:

• The item is faulty.
• The item has been incorrectly supplied.
• The decoration does not match the approved artwork.

Please check your artwork approval carefully before production begins, as we cannot accept responsibility for errors that have been approved by the customer.

Non-Personalised Products

Plain, undecorated stock items may be returned within 14 days of delivery, subject to the following conditions:

• The return has been authorised by Brand Identity.
• The goods are unused and in a resaleable condition.
• Original packaging and tags remain intact.
• The customer is responsible for return carriage unless the goods are faulty.

Please note that all authorised returns of non-personalised goods are subject to a 25% restocking charge. This charge covers supplier handling, inspection and administration costs.

Items that have been specially ordered, made to order or sourced specifically for a customer may not be eligible for return, even if they have not been decorated.

Where a return is due to an error by Brand Identity or because the goods are faulty, no restocking charge will apply.

Faulty or Incorrect Goods

If you believe your order is faulty or has been supplied incorrectly, please contact us within five working days of receiving your order.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the problem.

We will investigate the issue promptly and, where appropriate, will repair, replace or refund the affected items.

Damaged Deliveries

Please inspect your delivery as soon as it arrives.

Any shortages or transit damage must be reported within five working days of delivery together with photographs of both the goods and the packaging.

Colour & Positioning

We make every effort to ensure colours and decoration match the approved proof.

Please note:

• Colours displayed on screens may differ slightly from the finished product.
• Embroidery thread colours and printed colours may vary slightly from digital artwork.
• Minor variations in embroidery or print placement are considered acceptable manufacturing tolerances.

These do not constitute a fault.

Cancellations

Orders may be cancelled before production begins.

Once artwork has been approved and production has commenced, personalised orders cannot normally be cancelled, as the goods are being manufactured specifically for you.

Contact Us

If you have any questions regarding your order, please contact our team:

Brand Identity
Unit 2, 555 Sutton Road
Southend-on-Sea
Essex SS2 5FB

Email: [email protected]