Terms & Conditions
1. Introduction
Welcome to our website. By placing an order with us, you agree to the terms and conditions outlined below. Please read them carefully before making a purchase.
2. Products & Personalisation
We specialise in personalised embroidered items. As many of our products are custom made, it is the customer’s responsibility to ensure that all spelling, dates, colours and personalisation details are entered correctly at the time of ordering.
We will embroider exactly what is provided in the order details. We cannot accept responsibility for mistakes submitted during the ordering process.
3. Order Processing
All items are made to order. Production times may vary depending on order volume and seasonal demand. Estimated processing times will be shown on the website where possible but are not guaranteed.
4. Colours & Product Appearance
We do our best to display product colours and designs as accurately as possible. However, slight variations may occur due to screen settings, fabric types or embroidery thread availability.
5. Customer Supplied Information
When placing an order that includes personalisation, customers agree that they have the right to use the names, words or phrases submitted. We reserve the right to refuse requests that we believe are offensive, inappropriate or violate intellectual property rights.
6. Intellectual Property
All designs, images, logos and content on this website remain the property of the business unless otherwise stated. These may not be copied, reproduced or used without written permission.
7. Limitation of Liability
We take great care when creating and packaging every order. However, we cannot be held responsible for indirect or consequential loss related to the use of our products.
8. Changes to Terms
We reserve the right to update or modify these Terms & Conditions at any time. Any changes will be posted on this page.
9. Contact
If you have any questions about these Terms & Conditions, please contact us by emailing support@prettypatch.co.uk
Refund and Return Policy
Personalised Items
As the majority of our products are made to order and personalised, we are unable to accept returns or offer refunds on personalised items. This includes any item that has been customised with names, dates, initials, logos or any other personal details.
Please ensure that all personalisation details, including spelling and dates, are entered correctly when placing your order, as we will embroider exactly what is submitted.
Non-Personalised Items
We accept returns on non-personalised items only.
To be eligible for a return:
- The item must be unused, unworn and in perfect condition
- The item must be returned within 14 days of delivery
- The item must be returned in its original packaging where possible
Once the returned item has been received and inspected, we will process the refund.
Return Process
If you would like to request a return, please contact us first to arrange this. We will provide instructions on how to return the item.
Return Shipping
Customers are responsible for the cost of returning items, unless the item is faulty or incorrect.
We recommend using a tracked postal service, as we cannot be responsible for items lost during return transit.
Faulty or Incorrect Items
If you receive an item that is faulty or incorrect, please contact us within 48 hours of receiving your order so we can resolve the issue as quickly as possible.
Privacy Policy
1. Introduction
We are committed to protecting your privacy and handling your personal information responsibly. This policy explains how we collect, use and protect your personal data when you visit our website or place an order with us.
By using our website, you agree to the collection and use of information in accordance with this policy.
2. Information We Collect
When you place an order, contact us or interact with our website, we may collect the following information:
- Name
- Email address
- Billing and delivery address
- Phone number (if provided)
- Order details and personalisation information
- Payment information (processed securely through third-party payment providers)
We only collect information that is necessary to process your order and provide our services.
3. How We Use Your Information
We use your information to:
- Process and fulfil your orders
- Communicate with you regarding your order
- Provide customer service and respond to enquiries
- Improve our website and services
- Comply with legal and financial obligations
We will never sell or share your personal data with third parties for marketing purposes.
4. Payment Information
All payments are processed securely through trusted third-party payment providers. We do not store or have access to your full payment card details.
5. Data Sharing
We only share necessary information with trusted third parties in order to operate our business, such as:
- Payment processors
- Delivery and courier services
- Website hosting or e-commerce platforms
These providers only receive the information required to perform their services.
6. Data Retention
We only keep personal data for as long as necessary to fulfil orders, meet legal requirements, and maintain business records.
7. Your Data Protection Rights
Under UK GDPR, you have the right to:
- Access the personal data we hold about you
- Request correction of inaccurate information
- Request deletion of your personal data where applicable
- Object to or restrict certain types of data processing
If you would like to exercise any of these rights, please contact us.
8. Cookies
Our website may use cookies to improve user experience, track website performance and help our website function properly. You can control or disable cookies through your browser settings.
9. Data Security
We take appropriate security measures to protect your personal information from unauthorised access, loss or misuse.
10. Changes to This Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page.
11. Contact Us
If you have any questions about this Privacy Policy or how your data is handled, please contact us using the contact details provided on our website.