Customer support

Returns, Cancellations & Quality

Eligible unused, non-personalised items can be cancelled within 14 days after delivery. Different rules apply to made-to-order and personalised goods, while faulty or incorrect goods remain protected by law.

Standard Goods

Consumers may cancel eligible online purchases of standard, non-personalised goods within 14 days after delivery, then have 14 days to return them. Items should be unworn, with labels attached and original packaging where possible.

Personalised Goods

The ordinary change-of-mind cancellation right does not apply to goods made to your specification or clearly personalised, including printed or embroidered products. Contact us immediately if production has not started; we will help where reasonably possible.

Faulty Or Incorrect

The personalised-goods exception does not remove your rights where an item is faulty, not as described, or supplied incorrectly. Depending on the circumstances, the legal remedy may include repair, replacement or refund.

How to request a return or cancellation

Email support@printla.co.uk with your order reference, name, address, item details and whether you want to cancel or report a fault. Include clear photographs for faults or incorrect decoration. Wait for return instructions before sending goods.

For a standard cancellation you may use this wording: “I give notice that I cancel my contract for [goods], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].”

Refunds and return costs

For a valid consumer cancellation, we refund the goods and the basic outbound delivery charge (if one was paid) within 14 days after receiving the returned goods or evidence that they were sent back. We may reduce a refund for handling beyond what is necessary to inspect an item. Unless goods are faulty or incorrect, the customer normally pays the return postage. If we supplied faulty or incorrect goods, contact us so we can arrange an appropriate route.

Proof-approved personalised orders

Check every proof carefully. If spelling, names, numbers, colours or placement errors were clearly shown in a proof you approved, they are not treated as Printla production errors. This does not apply where the finished item does not match the approved proof, is faulty, or your statutory rights provide otherwise.