This Returns, Refunds & Cancellations Policy applies to purchases made from Nordikota Print & Embroidery, a partnership operated by Nigel Spicer and Sandra Spicer ("Nordikota", "we", "us" or "our"). This policy should be read alongside our Terms & Conditions and Privacy Policy.
1. Our Returns and Refund Policy
Nordikota Print & Embroidery produces many garments and products specifically to each customer's requirements.
As a result, we do not operate a general returns, refunds or exchange policy for goods that are unwanted, no longer required, incorrectly ordered or unsuitable for the customer.
This includes personalised and bespoke goods.
However, nothing in this policy affects any statutory rights that cannot legally be excluded or restricted.
Where goods are genuinely faulty, incorrectly supplied by Nordikota, or otherwise do not conform to the contract, we will deal with the matter in accordance with applicable law.
2. Personalised and Bespoke Goods
Many of the products supplied by Nordikota are personalised or bespoke.
This can include garments or merchandise featuring:
- Names
- Numbers
- Logos
- Company branding
- Custom artwork
- Photographs
- Personalised wording
- Specific colours
- Bespoke designs
- Other customer-specific requirements
Because these goods are produced specifically to your requirements, personalised and bespoke goods cannot normally be returned or cancelled simply because you have changed your mind, no longer require them or have selected an unsuitable size.
Where applicable, the statutory cancellation right for goods made to a customer's specifications or clearly personalised does not apply.
This does not affect your statutory rights where the goods are faulty, not as described, or otherwise fail to conform to the contract.
3. Standard, Non-Personalised Goods
Where a consumer purchases standard, non-personalised goods online or through another distance-selling method, statutory cancellation rights may apply.
Where such rights apply, Nordikota will comply with the applicable legal requirements.
The statutory cancellation right does not generally apply to goods made to the consumer's specifications or clearly personalised.
4. Incorrectly Selected Sizes
The customer is responsible for selecting the correct garment size.
We strongly recommend checking the sizing information for the specific garment before placing an order.
A garment that has been correctly supplied in the size ordered is not considered faulty simply because it does not fit as expected.
For personalised or bespoke goods, an incorrectly selected size will not normally qualify for a refund, replacement or re-production.
If Nordikota supplies a different size from the size confirmed on your order, please contact us and we will investigate the matter.
5. Faulty Goods
If you believe that an item is faulty, please contact us as soon as reasonably practicable.
Please provide:
- Your order number
- A description of the problem
- Photographs showing the issue, where appropriate
- Any other information we reasonably request
We may ask you to return the item for inspection.
If the item is confirmed to be faulty or otherwise does not conform to the contract, we will provide the appropriate remedy required by law.
Depending on the circumstances and applicable legal rights, this may include:
- Repair
- Replacement
- Re-production
- Price reduction
- Refund
The appropriate remedy will depend on the circumstances and applicable legislation.
6. Manufacturer Faults
Where a fault appears to originate from the underlying garment or product supplied by the manufacturer, Nordikota may need to inspect the item and, where appropriate, raise the matter with our supplier.
Where the garment is confirmed to have a manufacturing fault, we will provide the appropriate remedy required by applicable law.
Examples of potential manufacturing faults include:
- Fabric defects
- Manufacturing defects
- Broken components
- Incorrect garment construction
- Other defects that existed before the garment was supplied
We cannot guarantee that a manufacturer's own warranty or claim will be accepted, but we will deal with genuine faults appropriately.
7. Printing and Embroidery
If a problem relates to printing, embroidery or personalisation carried out by Nordikota, please contact us promptly.
Examples may include:
- Incorrect artwork produced where the error was made by Nordikota
- Incorrect personalisation
- Significantly incorrect positioning
- Missing print or embroidery
- Significant production defects
We will investigate the issue and provide an appropriate remedy where we are responsible.
Minor variations inherent to printing or embroidery, including reasonable differences in colour, texture, thread appearance or finish, will not necessarily constitute a defect.
8. Customer-Approved Artwork
Customers are responsible for checking artwork proofs carefully before approving them for production.
Once artwork has been approved, we rely on that approval to proceed with production.
We cannot normally accept responsibility for errors that were present in artwork approved by the customer, including:
- Spelling mistakes
- Incorrect names
- Incorrect dates
- Incorrect numbers
- Incorrect wording
- Incorrect colours
- Incorrect logos
- Incorrect artwork
- Incorrect positioning where clearly shown on the approved proof
If Nordikota made an error despite the information or artwork supplied and approved by the customer being correct, we will investigate and provide an appropriate remedy where we are responsible.
9. Customer-Supplied Garments
Nordikota Print & Embroidery does not provide printing, embroidery, personalisation or other production services on customer-supplied garments or other customer-supplied physical items.
All garments used for our production services must be supplied or sourced by Nordikota. Customer-owned garments will therefore not be accepted for production.
10. General Refund Policy
Nordikota does not provide refunds or exchanges for:
- Change of mind
- Unwanted goods
- Goods that are no longer required
- Incorrectly ordered goods
- Incorrectly selected sizes
- Personal preference regarding colour or style
- Personalised goods that are no longer wanted
- Customer-approved artwork containing an error
This does not affect statutory rights that cannot legally be excluded.
Where a refund is legally required, Nordikota will provide it in accordance with applicable law.
11. Cancelling an Order
If you need to cancel or amend an order, contact us as soon as possible.
Before Production Starts
Where production or preparation has not started, we will consider cancellation requests on a case-by-case basis.
Cancellation is not guaranteed simply because a request has been made.
After Production Starts
Once we have started preparing, printing, embroidering, personalising or otherwise producing an order, cancellation may no longer be possible.
This is particularly important for personalised and bespoke orders.
Personalised Orders
Where goods are made to your specifications or are clearly personalised, the statutory cancellation right that normally applies to certain distance sales may not apply.
12. Orders Already in Production
Once an order has entered production, we may already have:
- Purchased garments or materials
- Prepared artwork
- Created embroidery files
- Prepared printing equipment
- Started printing
- Started embroidery
- Personalised garments
- Allocated production time
- Incurred other costs
For this reason, cancellation may not be possible once production has commenced.
Where cancellation is legally permitted despite production having commenced, any applicable statutory requirements will be followed.
13. Incorrect Delivery Information
Customers are responsible for providing an accurate delivery address.
If an order is returned to us because an incorrect or incomplete address was provided, additional delivery charges may apply if the goods need to be sent again.
This does not affect any statutory rights you may have.
14. Missing or Incorrect Items
If you believe that an item is missing or that you have received an item different from what you ordered, please contact us promptly.
We will check the order against our records and investigate the issue.
If Nordikota has made an error, we will provide an appropriate remedy.
15. Refund Processing
Where a refund is due, we will normally process it using the original payment method where reasonably possible.
The time taken for the refund to appear in your account may depend on your payment provider or bank.
We will not normally provide a refund to a different payment method unless required or agreed.
16. Returning Goods for Inspection
If we ask you to return an item for inspection, we will provide instructions for doing so.
Please do not send goods back without contacting us first.
Where goods are confirmed to be faulty or incorrectly supplied by Nordikota, we will deal with reasonable return arrangements in accordance with applicable law.
17. Condition of Returned Goods
Where goods are returned for inspection, they should be returned in a condition that allows us to properly assess the reported issue.
Where a fault is alleged, please do not attempt to repair, alter or modify the garment before contacting us, as this may make it more difficult to establish the original cause of the problem.
This does not affect your statutory rights.
18. Statutory Consumer Rights
Nothing in this policy affects your statutory rights as a consumer.
Where applicable, goods supplied to consumers must meet the requirements of relevant UK consumer legislation, including requirements relating to:
- Satisfactory quality
- Fitness for purpose
- Description
- Conformity with the contract
Where goods do not meet applicable legal requirements, consumers may have legal rights to remedies including repair, replacement, price reduction or refund, depending on the circumstances.
19. Business Customers
Business Customers do not generally have the same consumer cancellation rights as individual consumers.
For Business Customers, returns, cancellations and refunds will normally be dealt with in accordance with the agreed quotation, order confirmation, invoice and our Terms & Conditions.
Business Customers are responsible for checking all order details carefully before approving production.
Personalised and bespoke business orders cannot normally be cancelled once production has commenced.
20. Complaints
We aim to resolve any problems quickly and fairly.
If you are unhappy with your order, please contact us as soon as possible.
Please provide:
- Your order number
- Your name
- Details of the issue
- Photographs where appropriate
- Any other relevant information
We will investigate the matter and respond as soon as reasonably practicable.
21. Privacy Policy
Information about how Nordikota Print & Embroidery collects, uses, stores and protects personal information is provided in our Privacy Policy.
Our Privacy Policy is available here: https://nordikota.co.uk/privacy-policy
22. Contact Details
Nordikota Print & Embroidery
Business structure: Partnership
Partners: Nigel Spicer and Sandra Spicer
Website: https://nordikota.co.uk/
Email: sales@nordikota.co.uk
Telephone: 07484-661959
Version 1.0
Effective date: 24 August 2026