Refund & Returns Policy

Last updated: [10-02-2026]

This Refund & Returns Policy explains how refunds, returns, and replacements are handled by Custom Patches. As many of our products are custom made to order, specific conditions apply. Please read this policy carefully before placing an order.

Custom-Made Products

All of our patches are custom produced based on customer-provided designs, specifications, sizes, quantities, and backing options. For this reason, custom-made products are generally non-returnable and non-refundable once production has started.

This policy is in line with UK consumer law, which provides exemptions for personalised and made-to-order goods.

When a Refund or Replacement May Apply

We will offer a refund, replacement, or rework in the following circumstances:

  • The product received is faulty or defective
  • The product does not match the approved design or specifications
  • An error has occurred due to our production process
  • The order was damaged in transit

In such cases, we may request photographic evidence to assess the issue accurately.

When Refunds or Returns Do Not Apply

Refunds or returns will not be accepted if:

  • The issue relates to a change of mind
  • Errors were caused by customer-provided designs or incorrect specifications
  • Minor variations occur that are typical of custom manufacturing
  • The order has already been approved and production has begun

We encourage customers to review all design proofs and order details carefully before approving production.

Reporting an Issue

If you believe your order qualifies for a refund or replacement, please contact us within 48 hours of delivery using the details below:

Please include:

  • Your order number
  • A clear description of the issue
  • Photographic evidence where applicable

Resolution Process

Once your request is received:

  1. We will acknowledge your request within 2 business days
  2. We will review the issue and any supporting evidence
  3. We will propose a suitable resolution, which may include:
    • Reproduction of the product
    • Replacement shipment
    • Partial or full refund (where appropriate)

All resolutions are handled fairly and in accordance with our Terms & Conditions.

Refund Method and Timing

Approved refunds will be processed using the original payment method where possible. Refund processing times may vary depending on the payment provider but typically take 5-10 business days once approved.

Shipping Costs

Shipping costs are non-refundable unless the issue is due to an error on our part or a confirmed fault with the product.

Cancellations

Orders may be cancelled only before production begins. Once production has started, cancellations are not possible due to the custom nature of the products.

Contact Us

If you have any questions about this Refund & Returns Policy, please contact us: