Refund & Returns Policy
At EmblemCaps, a brand owned by Digitizing LLC, we want you to love your custom headwear. Because every item is made to order and personalised to your exact specification, this policy explains when refunds and returns apply, and how we protect you at every step.
Custom, Personalised Goods
All EmblemCaps products — caps, beanies, bucket hats, flat caps and headbands — are custom-made to order with your bespoke embroidered badge. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods that are made to a consumer's specification or clearly personalised are exempt from the standard 14-day right to cancel. This means that once your order has been approved and has entered production, it cannot be cancelled, returned or refunded for a change of mind.
Approval Safeguards Built In
To make sure you are completely happy before we manufacture, our process includes two approval stages:
- Digital mockup approval — you review and sign off a digital visual of your badge on your chosen hat, so you can check the design, placement and colours.
- Physical sample approval — we produce a real production sample and send you a photo, so you can confirm the quality and finish before the full run is made.
Production only begins after you have approved both stages. We strongly encourage you to check everything carefully at these points, as they are your opportunity to request changes before manufacture.
Faulty, Damaged or Incorrect Items
Your statutory rights are always protected. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your order arrives faulty, defective, damaged in transit, or materially different from your approved mockup and sample, we will put it right.
Depending on the circumstances, remedies may include a repair, a replacement, or a refund. To report an issue, please contact us within 14 days of delivery at [email protected], including:
- Your order number
- A description of the issue
- Clear photographs showing the fault or damage
We may ask you to return the affected items so we can inspect them. Where a fault is confirmed, we will cover reasonable return costs and resolve the matter promptly.
What Is Not Covered
Refunds and replacements are not available for:
- Change of mind after you have approved your mockup and sample
- Errors in the information you supplied and approved (for example, wrong quantities, sizes, colours, spelling or artwork)
- Minor variation inherent to the nature of embroidery and custom manufacturing that falls within reasonable tolerances shown in your approved sample
- Products damaged through misuse, improper washing or normal wear and tear after delivery
Cancellations Before Production
If you wish to cancel before you have approved your mockup and sample and before production has begun, please contact us as soon as possible. Where production has not started, we will do our best to accommodate you, although the non-refundable £10 setup fee may apply where digitising work has already been carried out.
Need Help?
If anything is not right with your order, please get in touch. Our team is here to help and will always aim to reach a fair outcome. Contact us at [email protected] or call 0800 368 7414. This policy does not affect your statutory rights.