Refund policy
Last updated: 3 October 2026
This Return and Refund Policy applies to purchases made from Pinery Printwear at pineryprintwear.com.
Pinery Printwear is a trading name of Pinery London Ltd.
Registered office and returns address:
Pinery London Ltd
New Wave House
4 Humber Road
London
NW2 6DW
United Kingdom
Company number: 12673625
VAT number: GB 351 9656 75
Email: inquiries@pineryprintwear.com
Telephone: 0330 633 9922
1. Statutory rights
Nothing in this policy limits or excludes any rights available to consumers under applicable UK law.
Different rules apply to standard products and to products that are made to a customer's specifications or clearly personalised.
2. Standard and undecorated products
For eligible standard products that have not been personalised, printed, embroidered, engraved or otherwise customised, we offer a 30-day return period from delivery.
Please contact us before returning an item.
Under our voluntary return policy, returned goods should normally be:
- unused and unworn;
- unwashed;
- in resaleable condition; and
- returned with their original tags where supplied.
These conditions do not restrict any separate statutory rights available to consumers.
3. Statutory cancellation rights
Where the statutory cancellation right applies to an online consumer purchase, you may normally notify us that you wish to cancel within 14 days after receiving the goods.
You then normally have a further 14 days to return the goods.
You do not need to give a reason.
Unless the goods are faulty or we are otherwise legally responsible for the return costs, the customer is responsible for the cost of returning goods following a change of mind.
Where required by law, we will refund the cost of our standard outbound delivery service.
If you selected a more expensive express, timed or upgraded delivery option, we do not have to refund the additional amount above our standard delivery charge.
We do not charge consumers a restocking fee for exercising statutory cancellation rights.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make an appropriate deduction for loss in value where permitted by law.
4. Personalised and custom-made products
The statutory change-of-mind cancellation right does not normally apply to goods that are genuinely made to your specifications or clearly personalised.
This may include, depending on the particular order:
- clothing personalised with customer-specific names, wording or artwork;
- custom printed garments;
- custom embroidered garments;
- bespoke uniforms and workwear;
- custom DTF transfers and Gang Sheets;
- products manufactured using customer-supplied artwork or logos; and
- personalised laser-engraved products.
The exception depends on the nature of the particular product. A product is not necessarily exempt merely because it is manufactured after an order is placed.
5. One-hour cancellation period for custom orders
As an additional commercial service, we normally allow a customer to request cancellation or amendment of a custom order within one hour of placing it, provided production has not already progressed beyond the point at which the change can reasonably be made.
Please contact us immediately if a change is required.
Once an order has entered production, cancellation because of a change of mind will normally no longer be possible.
This does not affect your statutory rights where the product is faulty, not as described or otherwise non-conforming.
6. Incorrect size selected by the customer
Customers are responsible for reviewing the relevant size information before ordering.
A customised item cannot normally be exchanged or refunded merely because the customer selected the wrong garment size.
If we supply a different size from the one ordered, or there is another fault for which we are responsible, this will be dealt with under the faulty goods section below.
7. Customer artwork and personalisation
Customers are responsible for checking the information submitted with their order, including:
- spelling;
- names;
- dates;
- wording;
- dimensions;
- quantities;
- colours;
- artwork;
- logos;
- print size;
- design layout; and
- other personalisation instructions.
Personalisation will normally be reproduced as submitted.
For raster artwork, we recommend files of at least 300 DPI at the intended print size.
Accepted file formats may include PNG, PDF, SVG and TIFF.
If a supplied file is not suitable for production, we may contact the customer.
Where a customer chooses to proceed with unsuitable or low-resolution artwork after being informed of the issue, problems resulting directly from that artwork will not normally constitute a production defect.
8. Handmade production tolerances
Many of our products are individually produced.
Reasonable manufacturing variations can therefore occur, including:
- minor variations in print or embroidery positioning;
- positioning variations of approximately 1–2 cm;
- slight differences between garment batches or manufacturers;
- slight variations in garment colour; and
- differences between colours displayed on a screen and the physical finished product.
These normal production variations do not automatically constitute a fault.
9. Faulty, incorrect or damaged goods
If an item is faulty, incorrectly produced, not as described or differs from the order because of an error by Pinery Printwear, please contact us as soon as reasonably possible.
We may ask you to provide photographs or other information so we can assess the issue.
Depending on the circumstances and your applicable rights, we may provide an appropriate:
- replacement;
- reprint;
- repair;
- refund; or
- price adjustment.
Nothing in this policy removes statutory consumer remedies.
10. Return costs for faulty goods
Where a product is faulty or incorrect because of an error for which Pinery Printwear is responsible, we will bear reasonable return costs where required.
We may provide a return label or another agreed return method.
Please contact us before incurring unusually high return costs.
11. DTF transfers
DTF transfers are manufactured using the artwork provided by the customer.
An issue will not normally be considered a manufacturing defect where it results from:
- unsuitable or low-resolution artwork;
- incorrect measurements supplied by the customer;
- unwanted backgrounds or objects contained in the supplied file;
- unsuitable garment material;
- incorrect pressing temperature;
- incorrect pressure;
- insufficient or excessive pressing time;
- incorrect peeling;
- incorrect washing or aftercare; or
- another application issue outside our production process.
12. DTF application instructions
For a home iron:
Set the iron to approximately 135°C–150°C on a medium setting.
Do not use steam.
Apply medium pressure for approximately 30 seconds.
Allow the garment and transfer to cool fully before slowly removing the film.
Cover with a Teflon or suitable protective sheet and repress for approximately 5 seconds.
For a heat press:
Lint-roll the garment and pre-press for approximately 2–3 seconds.
Apply the transfer at approximately 135°C with medium pressure for approximately 30 seconds.
Allow the transfer to cool fully before slowly peeling the film.
Cover with a Teflon or suitable protective sheet and repress for approximately 5 seconds.
Equipment and fabrics vary. Customers should confirm that the garment and equipment are suitable before application.
13. DTF washing and aftercare
Wait at least 72 hours after application before washing.
Wash at no more than 30°C.
Wash inside out.
Do not tumble dry unless the relevant garment instructions expressly permit it.
Do not iron directly over the decoration.
We do not guarantee a particular number of wash cycles because durability depends on application, garment material, laundering, drying, detergent and care.
14. Refund method
Approved refunds will normally be returned to the original payment method.
Bank or payment-provider processing times may apply after we issue the refund.
Store credit may be offered where appropriate, but it will not replace a statutory cash/payment-method refund where you are legally entitled to one unless you agree.
15. Business customer returns
Consumer cancellation rights do not apply in the same way to purchases made wholly for business purposes.
Returns of non-faulty B2B goods are therefore subject to the relevant agreement and our approval.
Where we voluntarily accept a return of non-faulty, undecorated goods from a business customer, a restocking charge of up to 15% may apply.
Custom B2B products are normally non-returnable except where faulty, incorrect or otherwise expressly agreed.
16. Requesting a return
Contact:
Please do not return a product without contacting us first.
Unless we provide another address, authorised returns should be sent to:
Pinery Printwear
Pinery London Ltd
New Wave House
4 Humber Road
London
NW2 6DW
United Kingdom
Please keep proof of postage.
17. Cancellation form
Where you have a statutory right to cancel, you may notify us using the following information:
To: Pinery Printwear / Pinery London Ltd
Email: inquiries@pineryprintwear.com
I give notice that I wish to cancel my contract for the following goods:
Order number:
Goods:
Order date:
Date received:
Customer name:
Customer address:
Date:
