Refund policy

All MotorStitch UK goods are custom-made, bespoke, or personalised, and therefore non-refundable and non-returnable once production has begun.
This policy protects both the integrity of bespoke work and fire-safety compliance.

1. Eligibility for Refund or Replacement

A refund or replacement will only be offered if:

• The product is faulty or defective due to our workmanship;

• The item delivered differs materially from the order confirmation; or

• We have made an error in personalisation that does not match your approved proof.

In all other circumstances — including incorrect size, colour, text, or customer error — no refund or exchange will be issued.

2. Reporting an Issue

You must notify us in writing within 48 hours of delivery if your order is damaged, incorrect, or defective.
Please include order details, clear photographs, and a description of the issue.
Unauthorised returns will not be accepted.

3. Return Procedure

If a return is approved:

• Items must be returned within 7 days of authorisation.

• Returns must be unused, unwashed, and in original packaging.

• They must be sent via tracked delivery at the customer’s expense unless we made an error.

Returned goods remain the customer’s responsibility until received and inspected by MotorStitch UK.

4. Exclusions

We do not accept returns for:

• Custom or personalised items (including Nomex fireproof badges, name patches, or team branding).

• Items damaged through misuse, incorrect attachment, or alteration.

• Customer-supplied garments embroidered or altered by us.

• Orders cancelled after 24 hours.

5. Refund Processing

Approved refunds will be issued to the original payment method within 7 business days of inspection.
Shipping charges are non-refundable.

6. Legal Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, but due to the made-to-order nature of our goods, those rights are limited as allowed under Section 28 (Exemptions).

7. EU Customers — Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from a distance contract within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU).

However, the right of withdrawal does not apply to goods that are made to the consumer's specifications or clearly personalised. As all MotorStitch UK products are custom-made, bespoke, or personalised to your individual order — including Nomex fireproof badges, name patches, embroidered garments, and team branding — these are exempt from the 14-day withdrawal right under Article 16(c) of the Directive.

Your statutory rights in relation to faulty or non-conforming goods remain unaffected. If a product is defective, materially different from your order confirmation, or contains an error in personalisation not matching your approved proof, please refer to our standard returns and refund procedure above.

For any queries regarding your EU consumer rights, please contact us at branding@motorstitchuk.com.