Returns & Refunds Policy

At Xceluk we want every order to be exactly right. Here’s how we handle returns, exchanges and refunds.

Custom & Decorated Items

Items personalised with embroidery, printing or any other decoration cannot be returned or refunded unless they are faulty or we have made an error with your order. This is in line with the Consumer Contracts Regulations 2013, which exempt custom-made and personalised goods from the standard right to cancel.

If something isn’t right — wrong colour, incorrect artwork, production error — we will fix it or issue a full refund. No hassle, no quibble.

Blank (Undecorated) Items

Changed your mind or ordered the wrong size? No problem. You can return unworn, unwashed blank items in their original packaging within 30 days of delivery for a full refund, provided:

  • Items are unworn, unwashed and in original packaging
  • All tags and labels are still attached
  • Items are in resalable condition

Return postage is at your cost unless the item is faulty or we sent the wrong item.

Faulty or Incorrect Items

If your order arrives damaged, faulty, or not what you ordered, contact us within 30 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photographs of the fault or error

We will arrange a free replacement or full refund — your choice. We cover all return postage costs for faulty or incorrect items.

How to Start a Return

Get in touch and we’ll sort everything from there:

  • Email: sales@xceluk.com
  • Phone: 01440 712290
  • Address: Units 2-3, 5 Homefield Road, Haverhill, Suffolk CB9 8QP

Please contact us before sending anything back so we can make the process as smooth as possible.

Refunds

Once we receive and inspect your returned items, refunds are processed within 5 working days back to your original payment method.

Exchanges

We are happy to exchange blank items for a different size or colour, subject to availability. For decorated items, if you need a different size due to a fit issue, contact us and we’ll discuss options — we’re always happy to find a sensible solution.

Cancellations

Orders can be cancelled free of charge at any time before production has started. Once embroidery or printing has begun, cancellation is not possible as materials will have been committed to your order. Please contact us as soon as possible if your plans change.

B2B & Trade Account Customers

Trade account and bulk orders are subject to our trade terms agreed at account setup. Please contact your account manager or reach us at sales@xceluk.com to discuss any issues with your order.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.