Refund policy
How cancellations, returns and refunds are handled for our custom headwear embroidery services, including headwear we supply and work on customer-supplied items.
Custom Headwear & Change-of-Mind Returns
Hatty Hats Embroidery provides custom embroidery services. This policy covers bespoke headwear and other customised items we supply, together with embroidery work on items you provide.
Personalised goods we supply cannot normally be returned or exchanged simply because you change your mind, change your logo or no longer need the order. Goods made to your specifications or clearly personalised are generally excluded from the usual consumer cooling-off right.
This does not affect your rights if goods are faulty, misdescribed or otherwise fail to meet the contract. Separate cancellation rules can apply to consumer service contracts, as explained in the consumer cancellation section below.
Quality & Service Standards
Your order must meet the agreed specification, and our services must be carried out with reasonable care and skill. If something appears wrong, please contact our team so we can investigate.
Order Changes, Cancellations & Deposits
If you need to amend or cancel an order, please contact us as soon as possible. Changes to artwork, quantities, headwear styles or delivery requirements may affect the price and production schedule. We will confirm any proposed changes with you before proceeding.
Where no statutory cancellation right applies, cancellation or amendment requires our agreement and will depend on the stage your order has reached and the terms agreed for your project.
Any cancellation charge or amount retained from a deposit must be permitted by the agreed terms and applicable law. We will explain the calculation, taking account of work completed, reasonable costs that cannot be recovered, and any savings or recoveries. Any balance due to you will be refunded.
These arrangements do not override a consumer’s statutory cancellation rights or any right to a remedy where we have failed to meet our obligations.
Artwork, Samples & Production Approval
Please check your quotation, artwork and any samples or mockups carefully before approving production, including:
- Spelling, wording, logos and artwork versions.
- Headwear styles, colours, sizes and quantities.
- Embroidery dimensions, locations and thread colours.
- Any specific requirements or limitations discussed with our team.
Digital mockups are a guide to the finished result. Screen displays, thread texture and the shape or fabric of the headwear can affect appearance. Any specific colour-matching, sizing or placement requirements should be agreed before production.
A change of preference after approval is not, by itself, a production fault where we have accurately followed the agreed specification. Approval does not excuse a production error, a material departure from the agreement or a failure to use reasonable care and skill.
Faulty, Incorrect or Unsatisfactory Work
If your order appears faulty, damaged, incomplete or different from the agreed specification, please contact us promptly after discovering the issue. Please provide your order reference, a description of the problem, the affected quantities and photographs where helpful.
We may need to inspect affected items or samples to establish what has happened. We will explain the assessment and the appropriate remedy in line with your contract and legal rights.
Headwear & Other Goods We Supply
Consumers generally have a short-term right to reject goods that are faulty, misdescribed or unfit for purpose for a refund, normally within 30 days of delivery. Other rights, including repair, replacement, a price reduction or a refund, may remain available after that period, depending on the circumstances.
Embroidery & Other Services
If our service fails to meet the contract or has not been carried out with reasonable care and skill, we will put it right at no additional cost where possible, within a reasonable time and without significant inconvenience. Consumers may be entitled to an appropriate price reduction, up to a full refund, where repeat performance is impossible or cannot be provided on those terms.
Please inspect your order on receipt and tell us about concerns as soon as reasonably possible. This request does not impose a reporting deadline that restricts your statutory rights.
Cancellation Rights for Service-Only Orders
If you are a private consumer entering into a service-only contract online, by telephone or away from our premises, you will normally have a 14-day cancellation period starting the day after the contract is made. This can apply to embroidery on headwear you already own. The personalised-goods exception does not automatically remove cancellation rights for a separate service contract.
Starting Work During the Cancellation Period
We will obtain your express request and provide the required cancellation information before starting a service within this period. If you then cancel before completion, you may need to pay a proportionate amount for the service provided up to cancellation, but only where legally permitted.
If we fully complete the service within that period, the cancellation right ends early only if you expressly requested early performance and acknowledged in advance that the right would end on full completion.
How to Cancel
You can cancel by any clear statement, including through our contact form, by email to your order contact, or by writing to the address below. Send your notice before the cancellation period expires. If you use our contact form, we will acknowledge receipt by email without delay.
You may use the optional cancellation notice at the end of this page, but you do not have to. These cancellation rights are separate from your rights if goods or services fail to meet the contract.
Customer-Supplied Headwear & Materials
Where you supply your own headwear or materials, please tell us about any existing damage, special fabric treatments or handling requirements before work begins. We will discuss any suitability concerns or limitations we identify before proceeding.
If a problem arises, we will assess whether it relates to the supplied items, our embroidery work or the agreed design. We remain responsible for carrying out our services with reasonable care and skill and for any loss or damage for which we are legally responsible.
If an order is cancelled or only part of your stock is affected, we will agree arrangements for returning your remaining items and explain any applicable delivery costs.
Arranging a Return & Return Costs
Please contact us before posting items so we can discuss the issue, confirm the return details and arrange collection or postage where appropriate. This helps us identify your order and assess it efficiently; it does not make your statutory rights conditional on our approval.
- Include your name, order reference and a brief description of the issue.
- Package items securely and retain proof of postage where you arrange the return.
- Keep original packaging where available, although it is not a condition of a statutory claim for faulty goods.
Where we are legally responsible for putting a problem right, we will arrange collection or cover reasonable, necessary return costs as applicable. Costs for other agreed returns or the return of unaffected customer-supplied stock will be discussed with you in advance.
Return & Correspondence Address
Hatty Hats Embroidery – Returns
Unit 7, Thimble Farm, Stud Green
Holyport
Berkshire
SL6 2JH
United Kingdom
Refund Amounts & Payment Processing
Once your entitlement and the amount due have been established, we will confirm the refund and its calculation by email. The treatment of artwork, digitising, delivery or urgent-production charges will depend on the circumstances, the agreed terms and your legal rights.
Refunds will be issued without undue delay and within the applicable legal deadline. For consumer refunds for faulty goods or substandard services, this is generally within 14 days of agreeing your entitlement. For a valid statutory cancellation of a service contract, this is generally within 14 days of being informed of your decision, subject to any legally permitted proportionate service charge.
We will use the original payment method unless you expressly agree to an alternative. We do not charge a fee for issuing a refund.
Your bank or payment provider may take additional time to show the payment. If an expected refund has not appeared, please contact us so we can check its status and provide the payment reference where available.
Business Orders & Your Legal Rights
Orders placed for business purposes are dealt with under the terms agreed for the project and applicable law. Consumer-specific cooling-off rights apply only where the customer qualifies as a consumer under the law.
Please read this policy alongside your accepted quotation, approved specification and order confirmation. Any changes to the agreed arrangements will be discussed with you.
Nothing in this policy excludes or limits any statutory rights or other rights and liabilities that cannot lawfully be excluded.
If you have questions about your order or this policy, please contact our team.
Consumer Service Cancellation Notice
This notice is for consumer service contracts where a statutory cancellation right applies. You can copy it into an email or our contact form, or send it by post. Any other clear cancellation statement is also sufficient.
Cancellation Notice
To: Hatty Hats Embroidery, Unit 7, Thimble Farm, Stud Green, Holyport, Berkshire, SL6 2JH, United Kingdom.
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:
Service description:
Order reference:
Date agreed:
Customer name(s):
Customer postal address:
Signed (for notices sent by post only):
Notice date: