Refund and Returns Policy
Clear, fair returns — in line with UK consumer law
At W18 Workwear, we aim to provide high-quality products and a smooth ordering experience.
Because many of our items are made specifically to order, our returns policy follows UK Consumer Rights Act 2015 and depends on whether your item is personalised or non-personalised.
If you have any questions, please contact us at
📧 info@w18workwear.co.uk
🧵 Personalised Items (Embroidery & Print)
Personalised products are made specifically to your requirements and cannot be returned or refunded unless the item is faulty or we have made an error.
This includes products with:
- embroidery
- printed logos or text
- custom names or branding
When a personalised item can be returned
You may be eligible for a replacement, exchange or refund if:
- the item is faulty
- the personalisation does not match the approved proof
- the wrong product, size or colour was supplied
➡ In these cases, photographic evidence is required.
Resolution order (UK standard)
Where the issue is confirmed to be our responsibility, we will resolve it in the following order:
- Reproduction of the item
- Replacement
- Refund (if reproduction or replacement is not possible)
This approach is fully aligned with UK consumer law and ensures a fair outcome for both parties.
👕 Non-Personalised Items (Plain Clothing)
If your item has no embroidery or print, you have the right to return it under UK distance selling regulations.
Return conditions
- Must be returned within 14 days of delivery
- Items must be unused, unwashed and in original condition
- All original tags must be attached
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
⚠️ Faulty or Incorrect Items
If your order arrives faulty or incorrect, please contact us within 14 days of delivery.
What we need from you
- A brief description of the issue
- Clear photos showing the fault or error
Once reviewed, we will confirm the next steps.
Where the fault is confirmed:
- We will cover replacement or refund costs
- We will advise whether the item needs to be returned
🧺 Hygiene & Special Products
For hygiene and safety reasons, the following items cannot be returned once personalised, unless faulty:
- towels
- mugs
- soft toys
This is standard practice under UK consumer regulations.
📦 How to Arrange a Return
- Email info@w18workwear.co.uk with your order number
- Include photos if the item is faulty or incorrect
- Our team will review and respond within 1–2 working days
- Do not send items back without authorisation
Unauthorised returns may be refused.
⚖️ Your Legal Rights
Nothing in this policy affects your statutory rights under the
UK Consumer Rights Act 2015.
For full details on order terms, please see our
Terms and Conditions page.