Refund Policy

Supacolour

Refund & Returns Policy – Supacolour UK Ltd

11/11/25

At Supacolour, we stand by the quality of our heat transfers and products. This policy explains your rights and how to return products if needed.

Your Legal Rights

This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights as a consumer.

Your Rights Under the Consumer Rights Act 2015

You have legal rights if products are:

• Faulty or defective

• Not as described

• Not fit for purpose

These rights last for up to 6 years from purchase (5 years in Scotland).

Timeline of Your Rights:

Within 30 Days of Delivery:

• You have the short-term right to reject faulty goods

• You're entitled to a full refund if goods are faulty

Between 30 Days and 6 Months:

• You're entitled to a repair or replacement first

• If repair or replacement is impossible, takes too long, or causes significant inconvenience, you can request a refund

• We will assume any fault existed when you received the goods unless we can prove otherwise

Between 6 Months and 6 Years:

• You're still entitled to a repair, replacement, or refund for faulty goods

• You may need to demonstrate that the fault existed when you received the goods

Your Right to Cancel Distance Purchases (14-Day Cooling-Off Period)

When you purchase from us online or by phone, you generally have the right to cancel your order within 14 days for any reason under distance selling regulations.

However, this right does NOT apply to:

• Customised or personalised products made to your specifications

• Products made from artwork you have supplied

Why This Exception Applies to Most Supacolour Orders:

Because we produce heat transfers specifically to your design requirements and specifications, most of our products are classified as "goods made to the consumer's specifications" and are therefore exempt from the 14-day cooling-off period.

Before you place an order for customised products, you will be asked to acknowledge that:

1. You are ordering goods made to your specifications

2. You understand these goods are exempt from the 14-day cancellation right

3. You still retain all your rights regarding faulty or misdescribed goods

Standard (Non-Customised) Products:

For any standard, non-customised products we may sell, you have 14 days from receiving your order to cancel for any reason. To exercise this right:

• Contact us at [email protected] within 14 days of delivery

• Return the unused product within 14 days of notifying us

• You will be responsible for the cost of return shipping unless the product is faulty

• We will refund you within 14 days of receiving the returned product

What We Are Responsible For

Supacolour's Responsibility:

• The quality, performance, and specifications of our heat transfers

• Ensuring transfers meet the description and are fit for their intended purpose

• Providing transfers that comply with our published specifications

Customer Responsibility:

• The garments or materials onto which transfers are applied

• Correct application of transfers following our application guidelines

• Ensuring compatibility of your chosen garment with the transfer type ordered

Important: While we recommend inspecting transfers before application, your legal rights are not affected if a defect only becomes apparent during or after application. If you discover a fault at any stage, please contact us.

Products We Cannot Accept Returns For

We do not offer refunds, repairs, or replacements for:

1. Change of mind on customised products (as these are exempt from the 14-day cancellation right)

2. Incorrect orders where you have:

• Provided incorrect artwork or specifications

• Confirmed your order details and approved a proof (where provided)

• Ordered the wrong product type after receiving guidance from us

3. Damage caused by:

• Misapplication (not following our published application guidelines)

• Use on incompatible materials after receiving our advice

• Normal wear and tear after successful application

• Misuse or neglect after application

Note: If there was any confusion, unclear communication, or inadequate guidance from us regarding specifications, we will take responsibility. When in doubt, please contact us to discuss.

How to Return a Faulty Product

If you believe your product is faulty, doesn't match the description, or isn't fit for purpose, please follow these steps:

Step 1: Contact Us

Email [email protected] or call (+44) 1536 203461

Please provide:

• Your order number

• Clear photos showing the issue

• A description of the problem

• Information about when and how the issue was discovered

When to Contact Us:

• Within 30 days for the fastest resolution and automatic right to refund

• Within 6 months for the presumption that the fault existed at purchase

• Up to 6 years for any manufacturing defects that existed when you received the goods

Step 2: Assessment

Our team will review your claim, usually within 2 working days. We may:

• Ask for additional information or photos

• Request a sample to be returned for inspection (we'll cover the cost if the product is faulty)

• Arrange a video call to assess the issue

Step 3: Resolution

If we determine the product is faulty or doesn't meet specifications:

Within 30 Days of Delivery:

• You can choose a full refund, replacement, or solution

After 30 Days:

• We will offer a solution or replacement first

• If repair or replacement isn't possible or would cause you significant inconvenience, we'll offer a refund

• Refunds after 30 days may be reduced to reflect the use you've had from the product, if appropriate

All Resolutions:

• If a return is necessary, we will provide a prepaid return label or arrange collection

• Approved refunds will be processed within 14 days of resolution

• Replacements will be prioritised and despatched as quickly as possible

• Repairs will be completed promptly, or we'll offer an alternative solution

Step 4: Refund Processing

• Refunds are issued to your original payment method

• You will receive confirmation by email once processed

• Delivery costs: If the product is faulty, we will refund the original standard delivery cost in full. If you selected premium delivery, we'll refund the standard delivery cost.

Order Changes & Cancellations

Before Production Starts:

• Contact us immediately at [email protected] or (+44) 1536 203461

• We will do our best to accommodate changes or cancellations

• No charges will apply if we haven't started production

After Production Has Started:

• Orders cannot be changed or cancelled once production begins

• This is because we manufacture custom products to your specifications

• You will have been notified when your order enters production (via order confirmation or production notification)

Tip: Please check your order details carefully before confirming and contact us immediately if you spot an error.

Shipping Issues & Lost Orders

Delayed Deliveries:

• Check the estimated delivery time provided at checkout

• If your order hasn't arrived within this timeframe, contact us immediately

• We will investigate with the courier and provide updates

Lost or Missing Orders:

• We will work with the courier to track your order

• If an order is confirmed lost, we will send a replacement or provide a full refund

• You will not be left out of pocket due to courier issues

Damaged in Transit:

• If your package arrives damaged, please:

• Take photos of the packaging and contents immediately

• Contact us within 48 hours

• Do not discard the packaging

• We will arrange a replacement or refund promptly

Proof of Purchase

Please retain your order confirmation email as proof of purchase. This will help us process any returns or queries more quickly.

Contact Us

For any questions, to report a faulty product, or for assistance with returns:

Email: [email protected]

Phone: (+44) 1536 203461

Address: Unit A, Bracknell House, Pywell Road, Corby, NN17 5XJ, United Kingdom

Customer Service Hours:

Monday - Friday: 9:00 AM - 5:00 PM GMT

We aim to respond to all enquiries within 1 working day.

Alternative Dispute Resolution

If you're not satisfied with how we've handled your complaint, you may be able to refer your complaint to alternative dispute resolution. We will provide information about any certified ADR provider we use if you request it.

You also have the right to take your complaint to your local Trading Standards office or to take legal action through the courts.

Updates to This Policy

We may update this policy from time to time to reflect changes in law or our practices. The latest version will always be available on our website with the "Last Updated" date shown at the top.

Summary of Your Key Rights:

✓ Full refund within 30 days if goods are faulty

✓ Repair, replacement, or refund if goods are faulty (up to 6 years)

✓ Faults assumed to exist at purchase within first 6 months

✓ 14-day cooling-off period for non-customised products purchased online

✓ Full protection under UK consumer law

Remember: Customised products made to your specifications are exempt from the 14-day cancellation right, but you still have full protection if they're faulty or not as described.