Refund policy

At Ashbe Workwear, each website order is produced specifically for you. Our garments are personalised through embroidery, print or other customisation based on the information, artwork and options you provide when ordering.

Please read the following carefully before placing your order.

Personalised items and change of mind

As our website products are made or personalised to your specifications, we do not accept returns, exchanges or refunds for change of mind.

This includes situations where:

The wrong size, colour, garment or personalisation option has been selected by the customer.
An item does not fit as expected.
Incorrect text, spelling or artwork has been supplied by the customer.
You later decide you no longer require the items.

Personalised and custom-made goods are generally excluded from the usual statutory cooling-off period that applies to many online purchases.

This does not affect your legal rights where goods are faulty, damaged, incorrectly supplied or not as described.

Sizing

It is the customer's responsibility to check the sizing information provided on each product page before ordering.

Sizing can vary between garment manufacturers and styles, so we strongly recommend checking the individual size guide rather than relying solely on the size you would normally purchase.

Once a garment has been embroidered, printed or otherwise personalised, we cannot accept a return or exchange because the incorrect size was ordered or because the garment does not fit as expected.

Artwork and personalisation

Website orders are produced using the logo, artwork, wording and instructions supplied by the customer when ordering.

We do not routinely provide a digital proof for standard website orders unless specifically agreed.

It is therefore the customer's responsibility to ensure that:

The correct artwork has been uploaded.
Logos and text are clear and accurate.
Spellings are correct.
The correct personalisation options have been selected.
Any relevant instructions are provided in the available order notes or personalisation fields.

We may contact you if there is an issue with the artwork supplied or if further information is required before production can begin.

Logo setup and digitisation fees

Embroidery artwork may need to be digitised into a stitch-ready embroidery file before it can be produced.

Logo setup and digitisation fees are non-refundable once the setup or digitisation process has begun, as this is a bespoke service carried out specifically for the artwork supplied.

Where an existing embroidery file can be reused on a future order, a further setup fee may not be required depending on the artwork and options selected.

Cancelling an order

Because we begin ordering garments, preparing artwork and arranging production shortly after an order is received, personalised orders cannot usually be cancelled once processing has begun.

As a goodwill policy, you may request cancellation within 24 hours of placing your website order by contacting us at info@ashbe.co.uk.

Cancellation requests are not automatically accepted if digitisation, garment ordering or production has already commenced.

Any bespoke work or non-recoverable costs already incurred may be deducted from any refund offered where permitted by law.

After 24 hours, personalised website orders are considered in production and cannot normally be cancelled.

This does not affect any statutory rights that cannot legally be excluded.

Faulty, damaged or incorrect items

If something isn't right with your order, please contact us as soon as possible.

We ask that visible faults, damage or discrepancies are reported within 48 hours of delivery where reasonably possible, along with:

Your order number.
A description of the problem.
Clear photographs showing the issue.

Please email these to info@ashbe.co.uk.

The 48-hour request helps us investigate issues quickly but does not reduce or replace your statutory consumer rights.

Where an item is confirmed to be faulty, damaged, incorrectly personalised by Ashbe Workwear or otherwise not supplied as ordered, we will provide an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include repair, replacement or refund.

Where we require faulty or incorrect goods to be returned, Ashbe Workwear will cover the reasonable return postage cost. Please contact us before returning anything so we can provide return instructions.

Errors in customer-supplied artwork or information

We cannot normally replace or refund personalised products where they have been correctly produced using artwork, spelling, colours, sizing selections or instructions supplied by the customer.

If you notice an error after placing your order, contact us immediately at info@ashbe.co.uk and we will do our best to help before production begins.