This policy covers purchases from Sandycroft Promo, operated by Sandycroft Workwear Ltd. Your rights depend on whether you buy as a consumer or for your business, and whether the goods are personalised. Nothing here removes rights you have under applicable law.
Email sales@sandycroftworkwear.uk with your order reference and what has happened. Photos can help us assess a problem, but are not a condition of exercising your statutory rights.
Plain products bought online by consumers
If you buy mainly for purposes outside your trade, business, craft or profession, you are a consumer. For ordinary, non-personalised goods bought at a distance, you can cancel without giving a reason from placing the order until 14 days after the day you receive the goods. Where goods in one order arrive separately, the period runs from receipt of the last item.
Tell us clearly by email or letter before that period ends. You may use the optional form below, but do not have to. Send the goods back within 14 days after telling us. You can inspect them as you would in a shop; original packaging is helpful but is not required for a statutory return. Pack the goods securely.
Return costs and refunds
For a change-of-mind return, you pay the direct return postage or transport cost. If an item cannot normally be returned by post, we will disclose the return cost before you order; we will bear that cost if the required information was not provided.
We refund the returned goods and, when the whole order is cancelled, the cost of our least expensive standard outbound delivery option available for your delivery destination, including any unavoidable remote-area charge. For a change-of-mind cancellation, any extra paid for a premium delivery service is not refunded. We may deduct a reduction in value caused by handling beyond what is needed to establish the goods’ nature, characteristics and functioning, where the law allows. There is no restocking fee for a statutory consumer cancellation.
Refunds use your original payment method unless you expressly agree otherwise, without a refund fee. We make the refund without undue delay and within 14 days after receiving the returned goods or your evidence of sending them back, whichever happens first. If we offer to collect the cancelled goods, or no goods were supplied, we refund within 14 days of your cancellation notice.
We do not offer a separate change-of-mind exchange service. You can use an eligible return for a refund and place a new order. This does not limit repair or replacement rights for faulty goods.
Products printed or personalised for you
The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as products printed or engraved with your own logo or wording. Selecting a standard catalogue colour or an ordinary unprinted product does not by itself make it personalised.
Contact us immediately if you need to change or cancel a personalised order. We will check its progress and explain what can be stopped and any agreed, legally recoverable costs already committed. We do not impose an automatic cancellation fee. Check spelling, colours, position and dimensions on your proof before approval; approving a proof does not remove your rights if the goods are faulty, misdescribed or do not match the agreed specification.
Faulty, damaged or incorrect goods
Contact us as soon as you notice a problem with plain or personalised goods. Consumers have a short-term right to reject goods that do not meet the required standards, normally within 30 days of delivery, and may have repair, replacement, price-reduction or refund rights afterwards. Rights do not end after 30 days. We cover reasonable return costs where required for faulty or incorrectly supplied goods and will explain the return or collection arrangement. A valid rejection for faulty goods also includes the applicable outbound delivery charge, including any premium delivery paid.
Where a consumer is entitled to a refund for faulty goods, we provide it without undue delay and within 14 days of agreeing that entitlement. A warranty expiry, proof approval or failure to report a fault within a few days does not take away statutory rights.
Business and organisation purchases
The consumer 14-day cooling-off right does not automatically apply to business purchases. Change-of-mind returns and cancellations for business orders are by agreement. Contact us promptly so we can check the order and any committed work. Your applicable contractual and statutory rights concerning defective, incorrect or misdescribed goods remain in place.
Where to send a return or cancellation
Sandycroft Promo / Sandycroft Workwear Ltd
26 Babbage Road, Engineer Park
Sandycroft, Flintshire, CH5 2QD
Email: sales@sandycroftworkwear.uk
Include your order reference and contact details. Contacting us helps us identify the order and arrange a suitable solution; prior authorisation is not a condition of a statutory consumer cancellation.
Optional consumer cancellation form
Copy this into an email or letter if you wish to cancel an eligible distance purchase:
To Sandycroft Workwear Ltd, trading as Sandycroft Promo, at the return address or email above:
I/we give notice that I/we cancel my/our contract for the following goods:
Order reference and goods:
Ordered on / received on:
Consumer name:
Consumer address:
Date:
Signature (only if sent on paper):
Company details and further information
Sandycroft Workwear Ltd, company 07917944, VAT GB 125 5273 27. Registered office: Prior House, 129 High Street, Prestatyn, Wales, LL19 9AS. Please use the Sandycroft trading address above for returns.
This policy draws on GOV.UK returns guidance and Trading Standards distance-selling guidance. See also our ordering terms and delivery information.