Every order is custom-made for you. Because of that, our returns policy is built around our Quality Guarantee rather than a general right of return.
Quality guarantee
If your order arrives:
- damaged in transit,
- with a manufacturing defect, or
- materially different to the proof / spec you approved,
we’ll replace or refund it. Photos help us improve and speed up our response, so we kindly ask for them where possible.
What isn’t covered
- Personalised items that match the approved artwork but you’ve changed your mind about.
- Colour variations caused by uncalibrated screens — our proofs use a calibrated workflow.
- Wear or damage caused by incorrect care after delivery.
How to request a return
- Email orders@imprintbasehub.co.uk within 14 days of delivery with your order number and a description of the issue.
- Attach photos of the problem (and the packaging, if there’s transit damage).
- We’ll respond within one business day with a resolution — usually a replacement or a refund to the original payment method.
Cancellations
Orders can be cancelled before production starts (typically within 24 hours of placing the order). Once production has begun we can’t cancel because materials and time have been committed.
Statutory rights
This policy is in addition to your statutory rights under UK consumer law and does not affect them.