Terms and Conditions
Terms and Conditions
Xcel Print and Promotions Ltd
Units 2-3, 5 Homefield Road, Haverhill, Suffolk, CB9 8QP
Email: sales@xceluk.com | Phone: 01440 712290
Established 2004
These Terms and Conditions apply to all orders, contracts and arrangements entered into between Xcel Print and Promotions Ltd (“the Company”, “we”, “us”, “our”) and its customers (“you”, “your”, “the Customer”). By placing an order or using our website (https://xceluk.com), you agree to be bound by these terms.
1. General
1.1 The Company is a supplier of workwear, corporate clothing, school uniforms, promotional products, and decoration services including embroidery and printing.
1.2 These terms apply to all orders whether placed online, by telephone, by email, or in person. Any variation to these terms must be agreed in writing by the Company.
1.3 The Company reserves the right to refuse or cancel any order at its sole discretion, without obligation to provide a reason. This includes but is not limited to orders that the Company considers to be impractical, unreasonable, or where the Company believes it cannot meet the Customer’s requirements to an acceptable standard.
1.4 The Company reserves the right to cease work on any order in progress and terminate the business relationship with any Customer, without liability, in the event of:
- Abusive, threatening, aggressive or intimidating behaviour towards any member of the Company’s staff, whether in person, by telephone, email or any other means of communication;
- Persistent unreasonable demands or conduct;
- The use of offensive, discriminatory or harassing language.
1.5 The safety and wellbeing of our staff is a priority. Any abuse directed at our employees will not be tolerated under any circumstances. Where the Company terminates an order under clause 1.4, the Customer shall remain liable for any costs incurred up to the point of termination, including materials, decoration already completed, and any third-party costs committed on the Customer’s behalf.
1.6 These terms do not affect your statutory rights as a consumer.
2. Use of Website
2.1 You agree to use this website for lawful purposes only. Unauthorised use of the website may result in legal action.
2.2 Please note that colours shown on screen may not exactly match the colours of the actual garments due to monitor settings and display variations. If exact colour matching is critical, please request a physical sample before placing your order.
2.3 For accurate sizing, please refer to the sizing guide provided on each product page. We recommend checking measurements carefully before ordering as sizes may vary between brands and manufacturers.
3. Products and Services
3.1 We strive to ensure that all product descriptions, images and prices are accurate. However, slight variations in colour, dimensions and appearance may occur between the product shown online and the product delivered.
3.2 All products are subject to availability. We reserve the right to withdraw any product from sale at any time without notice.
3.3 Where a product is temporarily out of stock, we will notify you and offer alternatives, a back-order, or a full refund at your choice.
4. Pricing and Payment
4.1 All prices are listed in GBP and include VAT unless stated otherwise.
4.2 We accept payment via PayPal, credit/debit cards and other secure payment methods as displayed at checkout.
4.3 If an error in pricing occurs, we reserve the right to cancel or amend your order. We will notify you before processing any corrected amount.
4.4 For account customers, unless otherwise agreed in writing, payment shall be made within 30 days of the invoice date. If payment has not been received by the due date, interest shall accrue at the rate of 8% per annum from the date of the invoice in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
4.5 Title and ownership of goods supplied shall not pass to the Customer until full payment has been received in cleared funds.
5. Orders and Artwork
5.1 All orders are subject to acceptance by the Company. An order acknowledgement does not constitute acceptance until the goods have been dispatched or the service has commenced.
5.2 For decorated garments (embroidery, printing or other decoration), production will not commence until artwork or design has been approved by the Customer. Approval may be given by email, in writing, or by signing off a visual proof.
5.3 Once artwork has been approved and production has commenced, the order cannot be cancelled or amended. It is the Customer’s responsibility to check all artwork proofs carefully for spelling, sizing, positioning and colour before giving approval.
5.4 The Company accepts no responsibility for errors in spelling, design, colour or positioning that were present in the approved artwork or proof.
5.5 In the event the Customer wishes to change the design, artwork or any other aspect of an order after approval, such a request must be made in writing. The Company will use its best endeavours to accommodate the changes but reserves the right to charge additional costs and amend the delivery timeframe as a result.
6. Artwork Ownership and Intellectual Property
Company-Created Artwork
6.1 All artwork, embroidery digitising files, screen separations, print-ready files and any other production artwork created, redrawn, adapted or generated by the Company — whether from scratch or based on materials supplied by the Customer — remains the sole property of Xcel Print and Promotions Ltd.
6.2 This includes but is not limited to: embroidery stitch files (DST, EMB or similar formats), vector redraws of customer logos, print-ready adaptations, colour separations and any other artwork produced by the Company during the course of fulfilling an order.
6.3 The Customer is granted a non-exclusive, non-transferable licence to have the artwork used for production by the Company only.
6.4 Embroidery digitising files (DST, EMB and all similar stitch file formats) will not be released to the Customer or any third party under any circumstances. These files are created specifically for the Company’s machinery, settings and production processes. They are not designed, tested or guaranteed to produce acceptable results on any other equipment, and the Company accepts no responsibility for the output quality of its files if used on third-party machinery.
6.5 Other production artwork (vector files, print-ready files, screen separations) will not be released to the Customer or any third party. All production files remain the property of the Company.
6.6 The Company shall not be liable for any loss, damage, cost, claim or dispute arising from any production file that is used — whether authorised or unauthorised — outside of the Company’s own production facilities.
Customer-Supplied Artwork, Logos and Trademarks
6.7 Where the Customer supplies artwork, logos, brand names, trademarks or designs for decoration, the Customer warrants and represents that they hold full rights, permissions, licences and authorisations to use that artwork and that its reproduction does not infringe any third-party intellectual property rights, trademarks or copyrights.
6.8 The Company does not verify, check or investigate the ownership or licensing status of any artwork, logos or trademarks supplied by the Customer. By submitting artwork for production, the Customer confirms they have obtained all necessary permissions from the rights holder. For example, if a Customer submits a branded logo (such as a sports brand, corporate brand or any third-party trademark), it is the Customer’s sole responsibility to ensure they are authorised to use it.
6.9 The Customer shall fully indemnify and hold harmless the Company, its directors, employees and agents against any and all claims, demands, actions, proceedings, losses, damages, costs and expenses (including legal fees) arising from or in connection with the reproduction of customer-supplied artwork, logos or trademarks.
6.10 The Company accepts no liability whatsoever for any intellectual property infringement resulting from the reproduction of artwork supplied by the Customer.
6.11 The Company reserves the right to refuse to reproduce any artwork that it considers, at its sole discretion, to be offensive, defamatory, discriminatory, or in breach of copyright, trademark or any applicable law.
7. Customer-Supplied Garments — Spoilage Policy
Where the Customer supplies their own garments for decoration by the Company, the following terms apply:
Acknowledgement of Risk
7.1 By supplying garments to the Company for decoration, the Customer acknowledges and accepts that embroidery and printing processes carry an inherent risk of spoilage or damage.
7.2 Certain fabrics, materials or garment constructions may be more susceptible to damage during decoration, including but not limited to: delicate fabrics, waterproof membranes, stretch fabrics and garments with coatings or treatments.
7.3 The Company will exercise reasonable care and skill in all decoration processes but cannot guarantee that spoilage will not occur.
Notification and Handling
7.4 In the event of spoilage or damage, the Company will notify the Customer by email or telephone as soon as reasonably practicable.
7.5 The spoiled garment(s) will be retained and made available for Customer collection or inspection upon request.
Replacement and Liability
7.6 As the garments are supplied by the Customer and not sourced by the Company, the Customer is responsible for supplying replacement garment(s) at their own cost.
7.7 Alternatively, the quantity of spoiled garments may be deducted from the order and the invoice adjusted accordingly to reflect only the garments successfully decorated.
7.8 The Company is not liable for the cost of customer-supplied garments that are spoiled during decoration.
7.9 Any additional costs incurred due to re-runs, delays or expedited shipping of replacement garments shall be borne by the Customer.
Suitability
7.10 If the Company determines that any customer-supplied garments are unsuitable for the requested decoration method, the Customer will be notified before work commences.
7.11 If the Customer instructs us to proceed despite our advisory, the Customer accepts full responsibility for any resulting spoilage or unsatisfactory results.
7.12 Garments that are soiled, damaged or in poor condition upon receipt may be rejected at the Company’s discretion.
Quality Control
7.13 All customer-supplied garments undergo a visual inspection prior to decoration. Any pre-existing defects, stains or damage will be noted and reported to the Customer.
7.14 Spoiled garments will be clearly separated to prevent dispatch.
Options in the Event of Spoilage
7.15 In the event of spoilage, the Customer will be presented with the following options:
- (a) Supply replacement garment(s) for re-decoration;
- (b) Deduct the spoiled quantity from the order and adjust the invoice accordingly;
- (c) Where possible, discuss remedial action such as repositioning the decoration to cover minor damage.
7.16 Production on the remaining order will continue unless otherwise instructed by the Customer.
8. Decoration Services — General
8.1 The Company offers embroidery, screen printing, transfer printing, sublimation and other decoration methods. The most suitable method will be recommended based on the garment and artwork requirements.
8.2 Minor variations in thread colour, print colour and positioning may occur between production runs. These are inherent to the decoration process and do not constitute a fault.
8.3 Stitch counts, print dimensions and placement positions are approximate unless exact specifications are agreed in writing prior to production.
8.4 Setup charges for embroidery digitising, screen preparation or other tooling may apply and will be quoted before the order is accepted.
9. Colour Matching
9.1 Thread colours used in embroidery are matched as closely as possible to the Customer’s requirements, however an exact colour match cannot be guaranteed. Thread manufacturers produce a fixed range of colours and the nearest available shade will be used.
9.2 Print colours may vary depending on the fabric type, garment colour, print method and ink system used. Pantone colour matching on textiles is not the same as Pantone matching on paper, and slight variations are to be expected.
9.3 Colour may also vary between production runs due to differences in fabric dye batches, thread dye lots and ink batches. Such variations are inherent to the industry and do not constitute a fault or grounds for rejection.
9.4 If exact colour matching is critical, the Customer should request a pre-production sample. Any additional cost for sample production will be advised at the time of request.
10. Re-orders
10.1 The Company will make every effort to ensure consistency between original orders and re-orders. However, slight variations in colour, thread shade, print finish, garment shade and positioning may occur between production runs.
10.2 Garment manufacturers may update styles, fabrics or colourways without notice. The Company cannot guarantee that a garment ordered on a re-order will be identical to one previously supplied.
10.3 Such variations are standard within the workwear and promotional clothing industry and do not constitute a fault or grounds for rejection or refund.
11. Lead Times and Turnaround
11.1 All lead times and turnaround estimates provided by the Company are given in good faith but are estimates only and are not guaranteed.
11.2 Lead times may be affected by stock availability, artwork approval delays, order volume, decoration complexity, supplier lead times and other factors outside the Company’s control.
11.3 The Company shall not be liable for any loss, cost or damage arising from delays in production or delivery, howsoever caused.
11.4 Where a deadline is critical, the Customer must advise the Company in writing at the time of placing the order. The Company will confirm whether the deadline can be met but acceptance of the order does not constitute a guarantee of the delivery date.
12. Wash, Care and Aftercare
12.1 The Company’s responsibility for the quality of decoration ends at the point of collection or delivery of the finished goods to the Customer.
12.2 It is the Customer’s responsibility to follow the garment manufacturer’s care instructions. Failure to do so may result in damage to the decoration (e.g. peeling, cracking, shrinkage, thread damage or colour fading) for which the Company accepts no liability.
12.3 In particular, the Customer should note:
- Printed garments should generally be washed inside out at low temperatures and not tumble dried unless the care label states otherwise;
- Embroidered garments should be washed in accordance with the garment’s care label;
- Industrial laundering, dry cleaning or the use of harsh chemicals may damage decoration and is done at the Customer’s own risk.
12.4 The Company does not accept claims for decoration failure where the garment has been washed, treated or cared for in a manner inconsistent with the care instructions.
13. Garment Manufacturer Defects
13.1 The Company supplies garments from third-party manufacturers and brands. The Company is not the manufacturer of the garments themselves.
13.2 In the event of a manufacturing defect in a garment (such as faulty zips, seam failure, fabric defects or inconsistent sizing), the Company will assist the Customer in raising a claim with the garment manufacturer or supplier.
13.3 The Company’s liability in respect of garment manufacturing defects is limited to replacement of the garment or a refund of the garment cost, subject to the manufacturer’s own warranty and returns policy.
13.4 The Company shall not be liable for any consequential loss arising from a garment manufacturing defect, including but not limited to the cost of decoration already applied to the defective garment.
14. Storage of Customer Goods
14.1 Where the Customer delivers garments or materials to the Company’s premises for decoration, the Company will store them with reasonable care prior to production.
14.2 The Company is not an insured storage facility. Goods held on the Company’s premises are stored at the Customer’s own risk. The Company accepts no liability for loss or damage to customer-supplied goods caused by fire, flood, theft, vermin or any other event beyond the Company’s reasonable control.
14.3 The Customer is advised to maintain their own insurance cover on any goods left with the Company.
14.4 Goods delivered to the Company significantly in advance of the agreed production date may be subject to a storage charge, which will be advised to the Customer.
15. Collection of Finished Goods
15.1 Where the Customer has elected to collect finished goods from the Company’s premises, the goods must be collected within 14 days of being notified that the order is ready.
15.2 After 14 days, the Company reserves the right to charge a storage fee of £5.00 + VAT per week (or part thereof) for goods remaining uncollected.
15.3 If finished goods remain uncollected for more than 90 days after notification, the Company reserves the right to dispose of the goods without further notice and without liability to the Customer. Any outstanding balance on the order shall remain payable in full.
15.4 Risk in the goods passes to the Customer at the point of collection. The Company accepts no liability for goods once they have left the Company’s premises.
16. Shipping and Delivery
16.1 We offer free shipping on orders over £99 (excluding VAT). Orders below this threshold are subject to a delivery charge as displayed at checkout.
16.2 Every effort will be made to deliver goods on time. Delivery dates are estimates only and the Company shall not be liable for any delay in delivery howsoever caused.
16.3 All shortages, damage or non-delivery of goods must be notified to us by telephone within 48 hours and confirmed in writing or by email within 3 working days of dispatch.
16.4 Deliveries should be carefully checked upon receipt to ensure the correct garments and quantities have been delivered. The Company cannot accept responsibility for shortages or errors reported after this period.
16.5 Any damaged parcels should be noted at the time of delivery and signed for accordingly. Where possible, damage should be reported to the delivery driver at the point of receipt.
16.6 The Company accepts no responsibility for items lost or damaged when the Customer has requested delivery to an unattended location (e.g. left at a reception, behind a bin, or with a neighbour).
16.7 A school drop-off service is available for school uniforms during term time, subject to availability and conditions.
17. Returns and Refunds
17.1 You may return any non-decorated item from our standard range within 14 days of delivery, provided it is in its original condition, unworn, unwashed and with all original tags and packaging intact.
17.2 We cannot accept the return of:
- Goods that have been embroidered, printed or otherwise decorated;
- Goods that have been assembled, altered or customised to your requirements;
- Goods that have been specially procured to your requirements and do not form part of our standard range;
- Goods that have been worn, washed or are not in a resaleable condition.
17.3 To arrange a return, please contact us at sales@xceluk.com or call 01440 712290. Returns must be authorised by us before being sent back.
17.4 The cost of return postage is the responsibility of the Customer unless the goods are faulty or incorrect.
17.5 Refunds will be processed within 14 days of receiving the returned items and will be issued to the original payment method.
17.6 In the event of goods arriving with production or manufacturing defects, the Company reserves the right to repair or replace the faulty items prior to offering a refund.
17.7 This does not affect your statutory rights under the Consumer Rights Act 2015.
18. Cancellation
18.1 Orders for plain (non-decorated) goods may be cancelled before dispatch. Please contact us as soon as possible.
18.2 Orders for decorated goods cannot be cancelled once artwork has been approved and production has commenced.
18.3 For online orders, you have the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within 14 days of receiving the goods, except for custom or personalised items as stated above.
19. Bulk and Trade Orders
19.1 Quotes for bulk or trade orders are valid for 30 days from the date of issue unless stated otherwise.
19.2 Prices quoted for bulk orders are based on the quantities specified. If the final quantity differs from the quoted quantity, prices may be adjusted accordingly.
19.3 Lead times for bulk or decorated orders will be advised at the time of quotation and may vary depending on stock availability, decoration requirements and order volume.
20. Website Intellectual Property
20.1 All content on this website, including images, text, logos and graphics, is the property of Xcel Print and Promotions Ltd and may not be reproduced, distributed or used without our prior written consent.
20.2 Product images are used under licence from our suppliers and are subject to the intellectual property rights of the respective brand owners.
21. Privacy and Data Protection
21.1 We collect personal data to process your orders, manage your account and improve our services, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
21.2 We will never share your personal data with third parties without your consent, except as required by law or as necessary to fulfil your order (e.g. sharing your address with a courier for delivery).
21.3 Our website uses cookies to enhance your experience. By using the site, you consent to the use of cookies in accordance with our Privacy Policy.
21.4 For full details, please view our Privacy Policy.
22. Limitation of Liability
22.1 The Company’s total liability in respect of any order shall not exceed the total value of that order.
22.2 The Company shall not be liable for any indirect, consequential or special loss, including loss of profit, loss of business, loss of goodwill or any economic loss arising from or in connection with any order.
22.3 The Company is not liable for delays caused by third-party delivery services, supplier stock shortages or circumstances beyond our reasonable control.
22.4 For customer-supplied garments, the Company’s liability is limited to the cost of the decoration service on the affected garment(s) only, as set out in Section 7.
22.5 Nothing in these terms shall limit or exclude our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully excluded or limited.
23. Force Majeure
23.1 The Company shall not be held liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to: fire, flood, natural disaster, pandemic, strike, industrial action, power failure, equipment breakdown, supplier failure, government action or any other event of force majeure.
24. Discount Codes and Promotions
24.1 Discount codes cannot be combined with existing offers, bundles or promotional pricing unless stated otherwise.
24.2 Discount code usage and eligibility is at the sole discretion of the Company.
24.3 The Company reserves the right to withdraw or amend any promotion at any time without notice.
25. Complaints
25.1 If you are not satisfied with any aspect of our service, please contact us at sales@xceluk.com or call 01440 712290.
25.2 We will acknowledge your complaint within 2 working days and aim to resolve it as quickly as possible.
26. Changes to Terms
26.1 We reserve the right to update these Terms and Conditions at any time. Changes will be posted on this page with an updated revision date.
26.2 Continued use of the website or our services following any changes constitutes acceptance of the revised terms.
27. Governing Law
27.1 These terms are governed by and construed in accordance with the laws of England and Wales.
27.2 Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact Us
If you have any questions about these Terms and Conditions, please contact us:
Xcel Print and Promotions Ltd
Units 2-3, 5 Homefield Road, Haverhill, Suffolk, CB9 8QP
Email: sales@xceluk.com
Phone: 01440 712290
Website: xceluk.com