Refund & Return Policy

At Custom Sports Clothing we want you to be completely happy with every order. This page explains exactly what can be returned, who pays the cost of return, and how quickly you will receive your refund. It covers both standard (non-personalised) items bought from our online shop and personalised, custom-made sportswear produced to your specification.

This policy is written to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights.

Returns at a glance

• Standard (non-personalised) items: you can return them within 30 days of delivery for a full refund or exchange.
• Personalised / custom-made items: these cannot be returned or refunded for change of mind. We will always replace or refund them if they arrive faulty, damaged, or different from your approved design.
• Faulty items: full refund if you reject the goods within 30 days of delivery; after that, a free repair or replacement (Consumer Rights Act 2015).
• Cost of return: you pay the cost of return postage for change-of-mind returns; we pay the cost of return for faulty, damaged or incorrect items.
• Restocking fee: none. We never charge restocking fees.
• Refund speed: refunds are issued to your original payment method within 14 days of us receiving the return.

Returning standard (non-personalised) items – 30-day returns

You may return any standard stock item – for example blank garments, plain teamwear, caps or accessories without printing, embroidery or personalisation – within 30 days of the day you receive your order.

To be eligible for a refund or exchange the item must be unworn and unused, in its original condition with all tags, and in its original packaging. Please include your order number so we can process the return quickly.

The cost of return postage for change-of-mind returns is the customer’s responsibility. We recommend using a tracked service and keeping proof of postage. There is no restocking fee, and your refund will be processed within 14 days of the return arriving back with us.

Your legal right to cancel: under the Consumer Contracts Regulations 2013 you have the right to cancel an online order for standard items within 14 days of delivery without giving any reason. Our 30-day returns window is more generous than this legal minimum, so you are always covered.

Personalised and custom-made items

Most of our teamwear is custom made to order: items printed or embroidered with your logo, club badge, names, initials or numbers; sublimated kits produced in your bespoke colours and designs; and any garment manufactured to your specification.

Because these items are made specifically for you, they are exempt from the normal right of cancellation under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013 and cannot be returned, refunded or exchanged for change of mind, ordering the wrong size, or design errors that were approved in your artwork proof.

We will always put it right – with a free replacement, repair, partial or full refund – if a personalised item arrives faulty or damaged, is significantly different from the design proof you approved, or has a manufacturing error (for example a misprint against the approved artwork, or the wrong garment size supplied compared with your order).

Before production begins you will receive a design proof or mock-up for approval. Once you approve the proof, you accept responsibility for the accuracy of the design, and no further changes can be made once production has started. Please check spelling, colours, sizes and artwork carefully before approving.

Faulty, damaged or incorrect items – your statutory rights

Under the Consumer Rights Act 2015, everything we sell must be of satisfactory quality, fit for purpose and as described. If something is wrong, the following applies to both standard and personalised items:

• Within 30 days of delivery: you can reject faulty goods for a full refund (the short-term right to reject).
• After 30 days and within 6 months: we will repair or replace the item free of charge; if we cannot, you are entitled to a refund.

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible with your order number, a short description of the problem, and photographs of the issue. We will arrange a replacement, repair or refund, and we will cover the cost of return shipping for faulty or incorrect items – either with a prepaid return label or by reimbursing your postage.

Exchanges and size issues

Standard items can be exchanged for a different size or colour within 30 days of delivery, subject to stock, under the same conditions as returns. Personalised items cannot be exchanged for a different size, so please check our size guides carefully – we also recommend ordering sample sizes for large team orders. If a sizing issue is caused by a manufacturing error, we will supply a replacement free of charge.

Cancelling an order

Standard items: you can cancel at any time before dispatch for a full refund, and for 14 days after delivery under the Consumer Contracts Regulations 2013.

Custom orders: you can cancel free of charge at any point before you approve your design proof and production begins. Once production has started your order cannot be cancelled, because the garments are being manufactured specifically for you.

How to start a return

1. Contact us with your order number: email info@customsportsclothing.co.uk or call 01736 697237 (Monday to Friday, 10:00 am – 5:30 pm GMT).
2. We will confirm your return authorisation and the return address: Custom Sports Clothing, Unit 6, Trevenwyth Rural Workshops, St. Ives Road, Lelant, St. Ives, Cornwall TR26 3EU, United Kingdom.
3. Pack the item securely, include your order number, and keep proof of postage. For faulty or incorrect items we will provide a prepaid label or reimburse your return postage.
4. Once we receive the return we will inspect it and issue your refund within 14 days to your original payment method (card, Clearpay or Klarna). We will email you as soon as the refund is processed.

Refund timescales

Refunds are always made to the original payment method. We process refunds within 14 days of receiving your return (and usually much sooner). Depending on your bank or payment provider, it may take a further 3–5 working days for the money to appear in your account.

Frequently asked questions

Can I return personalised sportswear?

Only if it is faulty, damaged or different from the approved design. Personalised and custom-made items are otherwise non-returnable under UK law (Consumer Contracts Regulations 2013).

What happens if my custom kit arrives faulty or misprinted?

Contact us with photos and your order number. We will replace, repair or refund it free of charge, and we pay the cost of return.

How long do refunds take?

Within 14 days of us receiving your return – usually sooner. Refunds go back to your original payment method.

Who pays the cost of return?

You pay return postage for change-of-mind returns of standard items. We pay for returns of faulty, damaged or incorrect items.

Can I cancel my custom order?

Yes – free of charge at any time before you approve the design proof and production starts. After production begins, custom orders cannot be cancelled.

Do you charge restocking fees?

No. There are no restocking fees on any return.

This policy does not affect your statutory rights. For free, independent advice about your consumer rights you can contact Citizens Advice or your local Trading Standards office.

Custom Sports Clothing (OTW Trading Ltd) · Unit 6, Trevenwyth Rural Workshops, St. Ives Road, Lelant, St. Ives, Cornwall TR26 3EU · info@customsportsclothing.co.uk · 01736 697237. Policy last updated: 8 July 2026.