Refund policy

Returns Policy 

We take great pride in delivering high-quality, personalised clothing designed and created just for you. As each item is custom-made to your specifications, we do not accept returns or exchanges for non-faulty products. However, we are committed to ensuring your complete satisfaction and will accept returns under the following conditions:

Faulty Items

If you receive an item that is faulty due to a manufacturing defect or damage incurred during delivery, you are entitled to a full refund or replacement. Faulty items may include, but are not limited to:

  • Defective stitching or material flaws
  • Incorrect personalisation (e.g., spelling errors that differ from your submitted order)
  • Damage to the item upon arrival (e.g., rips, stains, or other damage)

Return Process

To initiate a return for a faulty item, please follow these steps:

  1. Notify Us: Contact our us via email within 14 days of receiving your order. You can reach us at contact@gembranding.co.uk. Please include your order number, a detailed description of the issue, and clear photos of the fault.

  2. Assessment: Once we receive your request, our team will assess the issue. If the item is deemed faulty, we will provide you with a prepaid return label and instructions on how to return the item to us.

  3. Return the Item: Please securely package the faulty item, including all original packaging and documentation. Use the prepaid label provided to return the item to us.

  4. Refund or Replacement: Upon receiving and inspecting the returned item, we will issue a full refund to your original payment method or send a replacement item, depending on your preference. We aim to process refunds and replacements within 7-10 business days of receiving the returned item.

Conditions

  • Items returned without prior authorisation from our Customer Support Team will not be accepted.
  • Items that have been worn, washed, altered, or damaged due to improper handling or care after delivery are not eligible for return.
  • Returns must be sent using the prepaid return label provided by us; any items returned using a different method will not be reimbursed.

Final Sale

All sales are considered final unless the item is deemed faulty as outlined above. We encourage you to carefully review your clothing size and personalisation details before placing your order.

Contact Us

If you have any questions or concerns about our returns policy, please do not hesitate to contact us at contact@gembranding.co.uk. We are here to assist you and ensure you have a positive shopping experience with us.