Refund Policy

At Patches Maker UK, we strive to ensure that our customers are satisfied with their purchases. We offer a return and exchange policy that provides reassurance in case of specific circumstances. Please read our detailed policy below to understand when returns and exchanges are eligible and how to proceed.

Eligible Return and Exchange Circumstances

We offer a return or exchange if any of the following situations occur:

Incorrect Product DeliveredIf the product you received is different from what you originally ordered, you are eligible for a return or exchange. Please review your order upon delivery and notify us immediately if there is any discrepancy.
Damaged ProductIf the delivered product is damaged, we will accept an exchange. To process your claim, you must provide evidence of the damage (such as photos) when you contact us.
Wrong Size DeliveredIf the size of the product delivered does not match what you ordered, you are entitled to an exchange. Please double-check the size details provided during the ordering process to avoid this situation.
Customization ErrorIf the customization on your product does not align with the specifications you provided in the brief, we will accept the product for exchange. Please ensure that all customization details are clearly outlined in your order to avoid confusion.

Non-Eligible Return and Exchange Circumstances

Returns and exchanges are not available under the following conditions:

Product Is Perfect If the product is as per your order and none of the issues outlined above (incorrect product, damage, wrong size, or customization error) are present, returns or exchanges will not be accepted.
Incorrect Order Details ProvidedIf the brief shared with us was incorrect (for example, wrong product specifications or custom details), and you now wish to return or exchange the product, the policy will not apply. Please double-check your order details before submission.
Delivery Delay Due to LogisticsWhile we aim for timely delivery, any delays caused by the logistics provider are outside of our control. We cannot process returns or exchanges due to shipping delays or transit issues.
Wrong Address Provided by the Customer If the order is returned or undelivered due to an incorrect shipping address provided by the customer, we are unable to offer a return or exchange. Please verify your shipping address carefully when placing an order.
Third-Party Involvement If a third party (e.g., friend, family, or lawyer) is involved in making the claim on your behalf instead of the original buyer, the return or exchange request will not be processed. Claims must be submitted by the person who placed the order.

Shipping Charges and Responsibilities

Mistakes from Our End : If the mistake occurs due to our error (e.g., incorrect product sent, damaged product), we will cover the shipping costs for the exchange.
Mistakes from the Customer's End : If the issue arises from incorrect order details provided by the customer (e.g., wrong size, incorrect brief), the customer will be responsible for exchange shipping costs.

How to Make a Claim

If you are eligible for a return or exchange, please follow these steps:

Contact us within 24 hours of receiving your order with a description of the issue.
Provide evidence (such as photos) if the product is damaged or incorrect.
If applicable, ensure the product is in unused condition with all original packaging.
We will review your claim and provide instructions for the return or exchange process.

If you have any questions or concerns about our return and exchange policy, please don't hesitate to contact our customer service team. We are here to ensure your satisfaction with every purchase!

Return & Exchange

At Patches Maker UK, we aim to ensure that our customers are completely satisfied with their purchases. To provide peace of mind, we offer a clear and fair return and exchange policy in the event of any of the following situations.

Eligible Return and Exchange Circumstances

We will gladly accept returns or exchanges if one of the following conditions applies:

Incorrect Product Delivered If the product you received is different from what you ordered, you are eligible for a return or exchange. Please contact us as soon as possible if this occurs.
Damaged Product If the delivered product is damaged, we will accept a return or exchange. You will need to provide evidence (such as photos) of the damage when submitting your claim.
Incorrect Size Delivered If the size of the product delivered is incorrect, you are entitled to an exchange. Please ensure you double-check the size before placing your order to avoid this issue.
Customization Error If the customization of your product does not align with the brief you provided, we will accept the product for return or exchange. Please make sure all customization details are clearly specified in your order to avoid any confusion.

Non-Eligible Return and Exchange Circumstances

We cannot accept returns or exchanges under the following circumstances:

Product Delivered is as Ordered If the product you received is exactly as per your order, and none of the issues listed above (incorrect product, damage, wrong size, or customization error) are present, we cannot process a return or exchange.
Incorrect Brief ProvidedIf the brief shared with us was inaccurate (e.g., wrong customization details) and you now wish to request a refund or exchange, the policy will not apply. Please ensure the brief is correct before submitting your order.
Delivery Delay Due to LogisticsWhile we strive for prompt delivery, delays caused by third-party logistics companies are out of our control. Returns and exchanges will not be accepted for delays that occur during shipping.
Incorrect Address Provided by the Customer If the order is returned or undelivered due to an incorrect address provided by the customer, we cannot process a return or exchange. Please verify your shipping address before confirming your order.
Third-Party Involvement If a third party (e.g., a friend, family member, or lawyer) is involved in making the claim on your behalf instead of the original buyer, we will not process the return or exchange request. Claims must be made directly by the person who placed the order.

Shipping Charges and Responsibilities

Mistakes on Our End: If the mistake occurs due to our error (e.g., incorrect product sent, damage during transit, or customization error), we will cover the shipping charges for the return or exchange.
Mistakes on the Customer's End: If the issue arises due to incorrect information provided by the customer (e.g., wrong size or inaccurate brief), the customer will be responsible for the return shipping costs.

How to Make a Claim

If you believe your product qualifies for a return or exchange, please follow these steps:

Contact us within 24 hours of receiving your order.
Provide evidence (e.g., photos) if the product is damaged or incorrect.
Ensure the product is in unused condition with all original packaging intact.
We will review your claim and provide instructions for the return or exchange process.

If you have any questions or concerns regarding our return and exchange policy, our customer service team is happy to assist. We are committed to ensuring that you are completely satisfied with your purchase!