Returns & Refunds

Unbranded items – your right to cancel

If you've bought plain (unbranded) items as a consumer, you can cancel your order within 14 days of receiving your goods without giving a reason. To cancel, email sales@kylemark.co.uk with your order number, then return the items to us within 14 days of telling us.

• Items must be unworn, unwashed and in their original condition and packaging, with any labels attached.
• Unless the item is faulty or we sent the wrong item, you are responsible for the cost of returning it. We recommend using a tracked service.
• We'll refund the price of the goods and the standard delivery charge (if you paid one) within 14 days of receiving the returned items, or proof of return, using your original payment method. Any extra cost for Express delivery is not refunded.
• We may reduce the refund if the goods have been handled more than is needed to check them.

Personalised items (embroidered or printed)

Garments made to your specification – including items embroidered, printed or labelled with your logo, name or artwork – are made especially for you. They cannot be cancelled or returned unless they are faulty or do not match the artwork you approved. Please check sizes carefully before ordering; we're happy to advise or supply samples.

Faulty or incorrect items

If something arrives faulty, damaged or not as described, please contact us within 7 days of delivery with your order number and photos where possible. We'll arrange a replacement, repair or refund, and we'll cover the return postage. This does not affect your statutory rights under the Consumer Rights Act 2015.

Business customers

If you are buying for a business, the 14-day cancellation right above does not apply. We'll still consider returns of unbranded stock items in perfect condition within 14 days by agreement – please contact us first.

Return address

Kylemark Embroidery Ltd, Newton Mill, 45 Green Street, Ayr, KA8 8BQ, United Kingdom.
Please include your order number with your return.