Effective date: 9 October 2026
Custom orders and samples
This policy applies to our business-to-business custom product orders and custom samples. Submitting an enquiry is not an order and creates no payment obligation.
Cancellation before production
You may request cancellation before production starts. We deduct only incurred sampling, setup or material costs that were explained in advance. We confirm the cancellation and any deductions in writing.
After production starts
Custom orders cannot be cancelled or refunded because you change your mind once production has started. Custom samples are also not refundable for a change of mind once sample production has started. This does not remove the remedies for verified incorrect, missing or defective goods described below.
Incorrect, missing or defective goods
Please contact us within 14 calendar days of receiving the goods. Include your project reference, affected quantities, a description, overview and close-up photographs, and carton or shipping-label photographs where relevant. Keep the affected goods and packaging while we review the report against the approved proof, specification and agreed tolerances.
For verified incorrect goods, shortages or quality defects, we arrange remanufacture, replacement shipment or a corresponding refund, as appropriate to the affected goods. The agreed resolution is confirmed in writing.
Return process
Contact us before returning goods. If a return is needed to resolve the report, we provide return authorisation, the correct return address and instructions, and confirm shipping-cost responsibilities in writing before you send anything. Do not send goods to the registered office without our instructions.
Refund timing
Once a refund is approved, we initiate it within 7 working days. Your bank or payment provider may take additional time to credit the funds; this processing time is outside our control.
Contact and legal rights
This policy does not exclude or limit rights or remedies that cannot lawfully be excluded. Contact us for the terms that apply to your project before making payment.