Outright Hosting Limited trading as Solent Print and Stitch
This policy explains your rights and our procedures regarding returns, refunds and cancellations.
We supply both consumers (private individuals) and business customers. Different rights apply depending on the type of customer.
1. Consumer Orders (Private Individuals)
If you are purchasing as a private individual acting outside of your trade or profession, you are considered a consumer under UK law.
1.1 Custom-Made & Personalised Products
Most of our products are made to order and personalised to customer specifications, including but not limited to:
- Embroidery
- DTF transfers
- Vinyl printing
- Printed or embroidered garments
- Custom gang sheets
Under the Consumer Contracts Regulations 2013, personalised or custom-made goods are exempt from the 14-day cancellation right.
This means that once production has begun, custom or personalised items cannot be cancelled or returned unless they are faulty.
1.2 Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, goods must be:
- As described
- Of satisfactory quality
- Fit for purpose
If your order is faulty, damaged, or incorrectly produced compared to the approved specification, please contact us as soon as possible after delivery with:
- Your order reference
- A clear description of the issue
- Photographic evidence where appropriate
Where a fault is confirmed, we will offer a repair, replacement, or refund in accordance with your statutory rights.
You have a short-term right to reject faulty goods within 30 days of delivery. After this period, we may offer repair or replacement before a refund.
1.3 Non-Custom (Standard) Items
If we supply non-personalised goods, you may cancel within 14 days of receiving the goods, provided they are unused and in their original condition.
Return shipping costs for non-faulty items are the responsibility of the customer.
1.4 Refunds
Approved refunds will be processed to the original payment method used at checkout.
Please allow 5–10 working days for the refund to appear, depending on your payment provider.
1.5 Artwork & Proof Approval
Customers are responsible for reviewing and approving artwork, proofs and specifications before production begins.
We cannot accept responsibility for:
- Spelling or design errors approved prior to production
- Incorrect sizes, colours or quantities specified by the customer
- Layout decisions approved in writing
Once production has started, changes cannot be made.
1.6 Colour & Print Variations
Due to differences in screens, fabrics and production processes:
- Slight colour variations may occur
- Minor positioning tolerances may occur
These do not constitute a fault.
1.7 Cancellations
Orders for custom products cannot be cancelled once production has started.
If cancellation is requested before production begins, we may issue a refund minus any costs already incurred (such as artwork preparation, setup or materials ordered).
2. Business-to-Business (B2B) Orders
If you are purchasing in the course of business, trade or profession, you are considered a business customer.
Consumer legislation including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 does not apply to business-to-business transactions.
Business customers must:
- Inspect goods promptly upon delivery
- Notify us of any defects or discrepancies within a reasonable time
Where a defect is confirmed, our liability is limited to repair, replacement, or refund at our discretion.
To the fullest extent permitted by law, our liability for business orders shall not exceed the total value of the goods supplied.
3. Delivery Issues
If your order is delayed or lost in transit, please contact us so we can investigate with the courier.
While we are not responsible for courier delays once dispatched, we will assist in resolving issues wherever possible.
4. Returns Without Authorisation
Items returned without prior agreement will not be accepted and may be returned to the sender at their expense.
5. Contact Details
If you believe there is an issue with your order or you have questions regarding this policy, please contact us using the contact details provided on our website.
6. Statutory Rights
Nothing in this policy affects your statutory rights under UK law.