Returns & Refunds Policy

1. Contact Details

Branded Express
Address: Mail Box 1, Manvers House, Pioneer Close, Manvers, S63 7JZ
Email: info@branded-express.co.uk
WhatsApp: 07761 473342

2. Custom, Bespoke & Personalised Orders

Most Branded Express products are custom, bespoke, personalised or made to order. This includes, but is not limited to, embroidered clothing, branded workwear, salon uniforms, printed products, business cards, flyers, banners, internal signage, external signage, swing signs, window graphics and any item produced using your logo, artwork, text, design instructions or business details.

Because these items are created specifically for you, they cannot be cancelled, returned or refunded due to a change of mind once your order has been accepted and production, artwork setup, print preparation, embroidery setup or ordering of bespoke materials has started.

This does not affect your statutory rights if your item is faulty, damaged, incorrect or not as described.

3. Non-Custom Items

If an item is not personalised, not bespoke, not made to order and has not been customised in any way, you may contact us within 14 days of receiving it to request a return.

Returned non-custom items must be unused, in their original packaging where possible and in a resaleable condition. We may reduce your refund if the value of the goods has been reduced by handling beyond what is necessary to inspect them.

4. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at info@branded-express.co.uk.

Please include:

• Your order number
• A clear description of the issue
• Photos of the item and packaging where relevant

We will review the issue and, where appropriate, offer a repair, replacement, reprint, partial refund or full refund.

5. Artwork, Proofs & Customer Approval

Where artwork proofs, mockups or approval previews are provided, it is your responsibility to check all details carefully before approval. This includes spelling, names, numbers, contact details, colours, logo placement, sizing and layout.

Once artwork or production has been approved, we cannot refund or remake items due to customer-approved spelling mistakes, incorrect details or design choices unless the issue was caused by us.

6. Colour, Sizing & Product Variations

Product colours may vary slightly due to screen settings, lighting, garment batches, print processes, embroidery threads or material finishes. Sizes and measurements may also vary slightly between brands and products.

These small variations are not normally treated as faults unless the product is materially different from what was ordered.

7. Return Postage

If an item is faulty, damaged or incorrect because of an error on our part, we will advise you on the return process.

If a return is accepted for a non-custom item, you are responsible for return postage unless we have agreed otherwise.

8. Refund Processing

Approved refunds will usually be processed back to the original payment method. Refund times may vary depending on your bank, card provider or payment provider.

9. Payment Providers

Payments on our website may be processed securely using providers such as Stripe. Depending on availability at checkout, customers may be able to pay using card payments, Klarna, Apple Pay, Google Pay or other supported payment methods.

Any payment method shown at checkout is subject to provider availability, eligibility checks and approval by the relevant payment provider.

10. Contact Us

If you have any questions about returns, refunds or your order, please contact us:

Email: info@branded-express.co.uk
WhatsApp: 07566 726743