EU Right of Withdrawal

EU Right of Withdrawal / Right to Refuse Policy

Last updated: 21 June 2026

This EU Right of Withdrawal / Right to Refuse Policy explains how cancellation, withdrawal, refusal and returns are handled for customers purchasing from INC-APPAREL within the European Union.

This policy applies alongside our Returns, Refunds & Cancellations Policy and does not affect your legal rights.

Website: www.inc-apparel.com
Email: info@inc-apparel.com

1. Your EU Right of Withdrawal

If you are a consumer based in the European Union and you purchase goods online from INC-APPAREL, you may have the right to withdraw from your purchase within 14 days without giving a reason.

For eligible goods, the withdrawal period expires 14 days after the day on which you, or a person nominated by you, receives the goods.

To exercise your right of withdrawal, you must contact us clearly stating that you wish to withdraw from the contract.

You can contact us at:

Email: info@inc-apparel.com
Website: www.inc-apparel.com

2. Important Exemption for Custom, Personalised & Made-to-Order Goods

The EU right of withdrawal does not apply to all goods.

Under EU consumer rules, the right of withdrawal does not apply to goods that are made to the consumer’s specifications or are clearly personalised.

Most INC-APPAREL products are custom-made, personalised or made-to-order sportswear. This includes, but is not limited to:

  • Custom darts shirts

  • Custom pool shirts

  • Personalised sportswear

  • Teamwear, academy wear and club clothing

  • Items with names, nicknames, initials or player details

  • Items with team, club, academy, sponsor or customer logos

  • Bespoke colourways or design changes

  • Products made following customer-approved digital mock-ups

  • Garments made specifically for a player, team, academy, club, business or organisation

Because these products are made specifically for you, they cannot be cancelled, refused, returned or refunded simply because you have changed your mind, ordered the wrong size, no longer want the item, or made an error when placing the order or approving the design.

This does not affect your rights if the goods are faulty, damaged, incorrect or not as described.

3. Digital Mock-Up Approval

Where a digital mock-up is provided, you are responsible for checking all details carefully before approving production.

This includes:

  • Spelling of names, nicknames, initials and wording

  • Logos, sponsors and placements

  • Colours, patterns and design layout

  • Garment type and collar style

  • Sizes, quantities and order details

Once you approve a digital mock-up, your order may move into production. Once production has started, custom, personalised and made-to-order items cannot normally be cancelled, refused, returned or refunded unless they are faulty, damaged, incorrect or not as described.

Digital mock-ups are a visual guide only. Final colours, print placement, garment finish and sizing may vary slightly due to screen settings, fabric, sublimation, cutting, sewing and production tolerances.

4. Eligible Non-Personalised Goods

If you purchase a standard, non-personalised item that has not been customised, personalised or made specifically for you, you may request to withdraw from the contract within 14 days of receiving your order.

To exercise this right, you must contact us within 14 days of receiving the item and clearly state that you wish to withdraw from the contract.

Your return request must be accepted by INC-APPAREL before any item is returned.

The item must then be returned without undue delay and in any event within 14 days from the date you informed us of your decision to withdraw.

Returned items must be:

  • Unused

  • Unworn

  • Unwashed

  • In their original condition

  • In their original packaging where possible

Unless the item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning the item.

Accepted returns must be sent to:

INC-APPAREL
1 Haysend Walk
Southway
Plymouth
PL6 6FX
United Kingdom

Please do not return any item without contacting us first. Unauthorised returns may not be accepted.

5. Refusing Delivery

Refusing delivery of an order does not automatically cancel the contract or create a right to refund.

If you refuse delivery of a custom, personalised or made-to-order item, the item will not be eligible for a refund unless it is faulty, damaged, incorrect or not as described.

If you refuse delivery of an eligible non-personalised item, we will review the return once the item is received back by us. Any refund may be reduced by delivery costs, return costs, customs charges, handling fees or any loss in value caused by unnecessary handling, where permitted by law.

6. Faulty, Damaged, Incorrect or Not as Described Goods

If your order is faulty, damaged, incorrect or not as described, please contact us as soon as possible and within 14 days of receiving your order.

Please email info@inc-apparel.com with:

  • Your order number

  • Your full name

  • A clear description of the issue

  • Clear photos showing the fault, damage or incorrect item

  • Photos of the packaging if the item arrived damaged

If we confirm that the item is faulty, damaged, incorrect or not as described, we will offer an appropriate solution. This may include a repair, replacement, remake, partial refund or refund depending on the circumstances.

This applies to both personalised and non-personalised goods.

7. Return Postage

Unless the goods are faulty, damaged, incorrect or not as described, customers are responsible for return postage costs.

We strongly recommend using a tracked postal service and keeping proof of postage. INC-APPAREL is not responsible for returned items that are lost, delayed or damaged in transit.

8. Refunds for Eligible Withdrawals

Where a valid withdrawal is accepted for an eligible non-personalised item, we will refund the eligible payment using the original payment method where possible.

We may withhold the refund until we have received the goods back or until you have provided evidence that you have returned the goods.

We may reduce the refund if the value of the item has been reduced by handling beyond what is necessary to check the nature, characteristics and functioning of the item.

Delivery charges, upgraded shipping charges, customs fees, import duties, taxes or local handling fees may not be refundable unless required by law.

9. International Customs, Taxes & Import Duties

Customers outside the UK, including customers within the European Union, may be responsible for customs charges, import duties, taxes or local handling fees.

These charges are not controlled by INC-APPAREL and are the responsibility of the customer.

Refusing delivery because of customs charges, import duties, taxes or local handling fees does not automatically create a right to refund, especially where the item is custom-made, personalised or made-to-order.

10. Production Times

Our usual estimated production time for custom and personalised items is 3–6 weeks from approval.

Production times are estimates only and may vary due to artwork approval, order volume, supplier availability, manufacturing, quality control, international dispatch, customs and courier delays.

Delays outside our control do not automatically entitle customers to cancel, refuse or return a custom, personalised or made-to-order item once production has started.

11. How to Contact Us

To request a withdrawal, return, replacement, remake or refund, please contact:

INC-APPAREL
Email: info@inc-apparel.com
Website: www.inc-apparel.com

Return address for accepted returns only:

INC-APPAREL
1 Haysend Walk
Southway
Plymouth
PL6 6FX
United Kingdom

12. Your Legal Rights

Nothing in this policy affects your legal rights.

EU customers may have a 14-day right of withdrawal for eligible online purchases. However, this right does not apply to goods made to the customer’s specification or clearly personalised.

Customers still have legal rights where goods are faulty, damaged, incorrect, not as described, not of satisfactory quality or not fit for purpose.