1. PERSONALIZED PRODUCTS

Because our garments are custom-made, printed, or embroidered to your specification:

Personalised items cannot be returned or refunded unless they are faulty.

This is in accordance with the Consumer Contracts Regulations 2013, which state that customised goods are exempt from the 14-day cancellation period.

We cannot accept returns for:

• Incorrect size selected

• Change of mind

• Minor colour differences between screen and product

• Slight positioning differences

• Low-resolution artwork supplied by you

• Spelling mistakes approved at checkout

• Normal wear and tear

• Damage caused by incorrect washing

Please check your order carefully before confirming.

2. BLANK (NON-PERSONALISED) PRODUCTS

If you purchase a blank item (without customisation) and you are a consumer, you have the legal right to cancel within 14 days of receiving the item.

Conditions:

• You must notify us within 14 days of delivery.

• Items must be unused and in original packaging.

• Return postage is your responsibility.

• Refunds are issued within 14 days of receiving the returned item.

• We reserve the right to reduce the refund if the item shows signs of use.

3. FAULTY OR DEFECTIVE ITEMS

Under the Consumer Rights Act 2015, you are entitled to products that are:

• Of satisfactory quality

• Fit for purpose

• As described

If you believe your item is faulty:

Step 1 – Contact Us Within 7 Days

Email: info@kmvt.co.uk

Include:

Your order number

Clear photos of the issue

Description of the fault

Step 2 – Do Not Return Without Approval

Do not send the item back until we confirm in writing.

Step 3 – Assessment

We will assess the defect. We may request additional images.

If the item is confirmed faulty, we will:

• Offer a replacement (our preferred solution), or

• Issue a refund if replacement is not possible.

We cover reasonable return postage for confirmed faulty items only.

4. WHAT IS NOT CONSIDERED A FAULT

The following are not manufacturing defects:

• Slight colour variation (screen vs print)

• Minor embroidery positioning differences

• Natural fabric texture variations

• Minor stitching irregularities

• Size issues where size guide was provided

• Print cracking due to washing contrary to instructions

• Damage caused after delivery

5. SIZING RESPONSIBILITY

It is your responsibility to check the size guide before ordering.

As garments are made to order:

We do not offer exchanges for incorrect size selection.

If you are unsure, please contact us before placing your order.

6. CUSTOMER-SUPPLIED GARMENTS

If you provide your own garment for printing or embroidery:

• All items are supplied at your own risk.

• We are not responsible for fabric defects or material unsuitability.

• If a printing error occurs, liability is limited strictly to the cost of the print/embroidery service.

• We are not liable for the value or replacement cost of your garment.

7. REFUND METHOD

Refunds (where applicable) are issued to the original payment method only.

We do not offer cash alternatives or store credit unless agreed.

8. CHARGEBACK & DISPUTE POLICY

If you raise a payment dispute or chargeback without contacting us first:

• We reserve the right to suspend future orders.

• We will provide all order confirmations, design approvals, size confirmations, and production evidence to the payment provider.

We strongly encourage customers to contact us first so we can resolve any issue quickly and fairly.

9. CARE INSTRUCTIONS

To maintain print and embroidery quality:

• Wash inside out at 40°C

• Do not tumble dry

• Do not iron directly over print

• Do not bleach

Damage caused by failure to follow care instructions is not considered a fault.