Returns

Returns, Refunds & Cancellations Policy

Last updated: 19 June 2026

This Returns, Refunds & Cancellations Policy explains how returns, refunds, replacements and cancellations are handled for orders placed with INC-APPAREL.

We specialise in custom, personalised and made-to-order sportswear, including darts shirts, pool shirts, teamwear, academy clothing, leisurewear, jackets, hoodies, midlayers, bags, sleeves and other customised garments.

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

1. Custom, Personalised & Made-to-Order Items

Most products sold by INC-APPAREL are custom-made, personalised, or produced specifically to the customer’s order. This includes items with:

  • Names, nicknames, initials or player details

  • Club, team, academy or sponsor logos

  • Custom colours or design changes

  • Made-to-order sizing or garment selections

  • Bespoke artwork or customer-approved digital mock-ups

  • Products made specifically for a team, academy, player or organisation

Because these items are made to your specification, they cannot be returned, cancelled or refunded simply because you have changed your mind, ordered the wrong size, no longer want the item, or made an error when submitting order details.

This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

2. Approval of Digital Mock-Ups

Where a digital mock-up is provided, the customer is responsible for checking all details carefully before approval. This includes, but is not limited to:

  • Spelling of names, nicknames, initials and wording

  • Logos, colours, placements and sponsor details

  • Collar style, garment type and design layout

  • Sizes, quantities and order details

Once a digital mock-up has been approved, the order will move into production. After approval, changes cannot normally be made and the order cannot be cancelled unless we agree otherwise in writing.

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

3. Non-Returnable Items

The following items are non-returnable unless faulty, damaged, incorrect or not as described:

  • Custom darts shirts

  • Custom pool shirts

  • Personalised teamwear

  • Academy and club garments

  • Items with names, initials, logos or sponsor details

  • Bespoke or made-to-order garments

  • Any item produced following customer approval of a digital mock-up

4. Standard Non-Personalised Items

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

Your return request must be accepted by INC-APPAREL before the item is sent back. Please contact us by email at info@inc-apparel.com within 14 days of receiving your order.

Returned items must be unused, unworn, unwashed, in their original condition and, where possible, in their original packaging.

Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for return postage costs.

Accepted returns must be posted to:

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

Please do not return any items without contacting us first, as unauthorised returns may not be accepted.

5. Faulty, Damaged, Incorrect or Not as Described Items

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible and within 14 days of receiving your order so we can look into the issue.

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, which may include a repair, replacement, remake, partial refund or refund depending on the circumstances.

This does not affect your statutory rights.

6. Sizing

Customers are responsible for checking the size guide before ordering. Custom, personalised and made-to-order items cannot be returned or refunded if the wrong size has been ordered.

Because sportswear sizing can vary depending on garment type, fit and fabric, we recommend checking measurements carefully before placing your order.

If you are ordering for a team, academy or club, we strongly recommend that all players check the size guide before submitting their sizes.

7. Customer Errors

We cannot accept responsibility for customer errors submitted at the time of ordering or approved on a digital mock-up. This includes, but is not limited to:

  • Incorrect spelling

  • Wrong names, nicknames or initials

  • Incorrect sizes

  • Wrong garment choice

  • Incorrect sponsor details

  • Incorrect logo placement approved by the customer

  • Design details approved on the digital mock-up

Please check all information carefully before submitting your order or approving your mock-up.

8. Production Times

Production times are estimates only and may vary depending on order volume, artwork approval, supplier availability, manufacturing, quality control, international dispatch and delivery.

Our usual estimated production time for custom and personalised items is 3–6 weeks from approval. Delivery dates are not guaranteed unless agreed in writing.

Delays caused by late approval, missing information, customer changes, courier delays, customs delays or circumstances outside our control do not automatically entitle the customer to cancel a personalised or made-to-order item once production has started.

9. International Orders

Customers outside the UK 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.

International customs delays are outside our control and do not automatically entitle the customer to cancel or return a personalised or made-to-order item.

10. How to Request a Return, Replacement or Refund

To request help with an order, please contact us at:

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

Please include your order number and clear photos where relevant.

All return requests must be made within 14 days of receiving your order and must be accepted by INC-APPAREL before any item is returned.

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

Accepted returns must be sent to:

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

11. Return Condition

Where a return is accepted, items must be returned in a clean, unused and reasonable condition unless the issue relates to a confirmed fault.

We reserve the right to refuse a return or reduce any refund where an item has been worn, washed, damaged, altered, marked, or handled beyond what is necessary.

12. Refund Method

Where a refund is approved, it will usually be processed back to the original payment method.

Please allow time for the payment provider or bank to process the refund once it has been issued.

13. Your Statutory Rights

Nothing in this policy affects your statutory rights.

Custom and personalised items are excluded from change-of-mind cancellation rights where they are made to your specification or clearly personalised. However, you still have legal rights if goods are faulty, damaged, incorrect, not as described, not of satisfactory quality or not fit for purpose.