Terms of service

Refunds & Returned Policies:

Overview

  • Most items we sell are custom-made and personalized. Because of this, returns for change of mind, incorrect size/color/style chosen, or design approvals are generally not accepted.
  • We stand behind our craftsmanship. If we make an error or an item arrives damaged or defective, we will repair, replace, or refund according to the policy below.

What’s Not Returnable

Custom embroidered or otherwise decorated items (including names, numbers, logos, or bespoke designs) are final sale once production has begun.

Returns due to customer-provided mistakes (e.g., misspellings, wrong thread color code, incorrect size/style selection) are not eligible.

Worn, washed, altered, or damaged-by-use items.

Customer-supplied garments or items (if accepted for decoration) are not eligible for refund or replacement for any damage or loss beyond the cost of decoration.

Quality Issues We Cover

We will make it right if:

  • There is a manufacturing or decorating defect (e.g., unraveling, incorrect placement or size of embroidery, thread color differs from the approved proof, wrong logo applied).
  • The item arrives damaged in transit.
  • The delivered product differs materially from the final proof you approved.

Resolution options (at our discretion, after review):

  • Free repair (where feasible)
  • Replacement (same item, size, and customization)
  • Refund to original payment method

Reporting a Problem

  • Notify us within 48 hours of delivery for transit damage; within 7 days of delivery for workmanship/quality issues.
  • Email hello@needleforge.co.uk with:
    • Order number
    • Description of the issue
    • Clear photos of the item and the defect/damage
    • Your preferred resolution (repair, replacement, or refund)

We will confirm receipt within 2 business days and typically resolve within 7–14 business days after receiving all details and, if required, the return.

 

Returns Authorization

Do not ship items back without an RMA (Return Merchandise Authorization). Unauthorized returns may be refused.

If a return is approved due to our error or a defect, we will provide a prepaid return label.

If a return is approved for any other reason (e.g., pre‑production cancellation of stock items), you are responsible for return shipping unless otherwise stated in writing.

 

Returns Authorization Order Cancellations & Changes

  • You may request changes or cancel your order before approval of the final proof at no charge.
  • After proof approval but before production starts: cancellations may incur artwork/setup fees and restocking fees for sourced blank goods.
  • Once production has started, orders cannot be canceled or changed (including size, color, quantities, thread colors, or design).

Sizing & Samples

  • Sizing can vary by brand and style. Please review the size chart(s) or request a size run/sample before ordering.
  • We are not responsible for incorrect size selections on custom items after proof/size confirmation.

Color & Design Proofs

  • Monitor and device displays vary; thread and fabric colors may differ slightly from on‑screen previews.
  • We provide digital proofs for approval and can supply thread swatches or stitch‑outs upon request. Final production follows the last approved proof.
  • Approved proofs are considered correct; discrepancies from the approved proof are covered as quality issues.

Customer-Supplied Items (if applicable)

  • We will decorate customer-supplied items on a best-effort basis.
  • We are not liable for incidental damage or loss to customer-supplied items beyond the cost of decoration services. Provide extras when possible.

Shipping & Delivery

  • Title and risk pass to the customer upon carrier acceptance unless otherwise required by law. Report transit damage within 48 hours with photos of the packaging and item.
  • Shipping fees are non-refundable except where we are at fault.

Refunds

  • If a refund is approved, it will be issued to the original payment method within 10–14 business days after approval or receipt/inspection of returned goods (if required).
  • Original shipping charges are not refundable unless the return is due to our error.

Warranty

  • We warrant our embroidery workmanship against defects for 30 days from delivery under normal use. This does not cover wear and tear, misuse, laundering damage, or chemical exposure (e.g., adhesive sprays, bleach).

Restocking & Fees (for non-custom stock items only)

  • Unused, non-custom stock items may be returned within 15 days of delivery with RMA, in original packaging, subject to a [10–20%] restocking fee.
  • Refunds exclude shipping; return shipping is the customer’s responsibility unless we made an error.

Legal

  • This policy applies to purchases made directly from NeedleForge.
  • Nothing in this policy limits any statutory rights you may have under applicable consumer protection laws.
  • We may update this policy from time to time. The version posted at the time of your order applies to that order.