Return Policy

Ultimate Workwear – Returns & Refund Policy

Last updated: 04/12/2025

At Ultimate Workwear, we aim to provide high-quality products and excellent customer service. This policy explains when and how returns, exchanges, and refunds apply.

1. General Policy

Returns and refunds depend on the type of product—customised or standard (non-customised).
This policy complies with UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations.

2. Customised & Personalised Items

Customised items include any product that has been printed, embroidered, decorated, or altered specifically for you.

Customised items cannot be returned or refunded unless:

We made an error (e.g., wrong logo, incorrect garment, incorrect print/embroidery placement)
The item is faulty or damaged on arrival
There is a manufacturing defect affecting the quality or usability

Customised items cannot be returned for the following reasons:

Incorrect size ordered by the customer
Change of mind
Colour variation between digital previews and final garments (industry standard tolerance)
Minor variations in print or embroidery position
Issues caused by low-resolution artwork supplied by the customer
Incorrect or unauthorised logo/artwork provided by the customer

Once artwork is approved and production has begun, orders cannot be cancelled.

3. Standard (Non-Customised) Items

Standard, non-decorated items can be returned by consumers under the 14-day cooling-off period.

Conditions for returning standard items:

Must be returned within 14 days of receiving the goods
Items must be unused, unwashed, and in their original packaging
Must be in resaleable condition
Return shipping is the customer’s responsibility unless the item is faulty

Once received and inspected, refunds are processed within 7 working days.

4. Faulty or Incorrect Items

If you receive an incorrect or faulty item, we will:

Replace it
Repair it
OR provide a refund (depending on the situation)

We may request:

Photos of the fault
Return of the faulty item (at our cost)

Faults must be reported within 7 days of delivery.

5. Return Shipping Costs

Customer pays return postage for standard (non-custom) items unless faulty
We cover return postage for items that are:
- Incorrect
- Faulty
- Defective
- Our mistake

We recommend using a tracked postage service for all returns.

6. Customer-Supplied Garments

If you supply your own clothing for printing or embroidery:

You do so at your own risk
We are not liable for damage or loss
We cannot refund or replace customer-supplied garments

Some materials may not be suitable for printing or embroidery, and we will advise if this is the case.

7. Refund Timescales

Refunds are issued using the original payment method.
Expected processing time:

Ultimate Workwear: 3–7 working days
Bank/Card Provider: may take additional time depending on provider

You will be notified once the refund has been issued.

8. Items Not Eligible for Return

The following items cannot be returned unless defective:

Customised or personalised goods
Underwear, socks or hygiene-sensitive items (for safety/health reasons)
Items damaged through misuse, improper care, or after prolonged use
Clearance/sale items (marked as non-returnable)

9. How to Start a Return

To begin the returns process, contact us via the details on our website with:

Your order number
The items you wish to return
The reason
Any supporting photos (if faulty/damaged)

We will then send return instructions.

10. Our Right to Refuse a Return

Returns may be rejected if:

Items are worn, washed, or damaged
Items are not in original packaging
Items are returned after the return window
Items have been customised
The return does not meet this policy’s requirements

11. Policy Changes

We may update this policy at any time.
The version displayed on our website at the time of purchase applies.