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Refund and Returns Policy

Introduction

This policy applies to all orders placed with Universal Sports & Clothing Ltd, whether through our website, by phone, or by email. It covers ready-made garments, blank stock items, and customised or personalised products including embroidered, printed, sublimated, and branded teamwear.

We want every customer to be happy with their order. If something is not right, please contact us as soon as possible and we will do our best to resolve it promptly.

Order Cancellations

You may cancel a standard (non-customised) order at any time before it has been dispatched. Please contact us as soon as possible by phone or email to request a cancellation.

For customised or personalised orders (including any garment with embroidery, DTF print, or sublimation applied), cancellations can only be accepted before production has begun. Once artwork has been approved and production is underway, we are unable to cancel the order as the garments will have been personalised specifically for you.

  • If you wish to cancel, please contact us immediately at info@universalsports.shop or call 01236 422334.

Returns

Items eligible for return:

  • Blank, undecorated garments in their original condition, unworn, unwashed, and with all tags attached
  • Items that are faulty or were sent in error

 

Eligible items may be returned within 14 days of receipt. Please contact us before returning anything so we can issue a return authorisation.

Items that cannot be returned:

Under the Consumer Contracts Regulations 2013, customised and personalised goods are exempt from the standard right to cancel or return. This includes any garment that has had embroidery, DTF printing, sublimation, or any other form of personalisation applied. We are therefore unable to accept returns on customised items unless they are faulty or we have made an error.

This is standard practice across the customised sportswear and workwear industry. We strongly recommend checking all sizing, spellings, colours, and artwork proofs carefully before approving your order for production.

All items returned must be sent in their original packaging where possible. Return postage costs are the customer’s responsibility unless the item is faulty or incorrect.

Faulty or Incorrect Items

If you receive an item that is:

  • Faulty or damaged
  • Incorrectly decorated (wrong name, number, logo, or colour)
  • The wrong size or garment type from what was ordered

please contact us within 7 days of receiving your order. We will ask you to send photos of the issue so we can assess it quickly. Where we have made an error or the item is genuinely faulty, we will offer one of the following resolutions at our discretion:

  • Replacement item(s) produced and dispatched at no charge
  • Partial or full refund, depending on the nature of the fault

Please do not attempt to wash, wear, or alter a faulty or incorrect item before contacting us, as this may affect our ability to resolve the issue.

Customer Approval & Payment Responsibility

Before any customised order is sent to production, customers are provided with an order confirmation or artwork proof detailing the full specification of their order — including garment type, size, colour, decoration method, and any personalisation such as names, numbers, or logos.

Customers are responsible for checking all details carefully before approving their order or making payment. We ask all customers to raise any amendments or corrections at this stage, before payment is submitted.

Once an order has been approved and/or payment has been received, this is taken as the customer’s confirmation that all details are correct. Universal Sports & Clothing Ltd cannot be held responsible for errors — including spelling mistakes, incorrect sizes, wrong colours, or incorrect logo placement — that were present in the approved order confirmation or proof and not flagged prior to payment.

If you are unsure about any detail on your order confirmation, please contact us before paying and we will be happy to make any necessary changes.

Refunds

Where a refund is agreed, we will process it within 10 working days of receiving and inspecting the returned item, or within 10 working days of agreeing the refund where no return is required.

Refunds will be issued to the original payment method used at the time of purchase. We will confirm by email once your refund has been processed.

Please note that original delivery charges are non-refundable unless the return is due to our error or a faulty item.

How to Request a Return or Refund

To begin a return or refund request, please get in touch with us using any of the methods below:

  • Email: info@universalsports.shop
  • Phone: 01236 422334
  • Post: Universal Sports & Clothing Ltd, Unit 1, Block 9, Dundyvan Industrial Estate, Coatbridge, ML5 4AQ

Please include your order number, a description of the issue, and photographs where relevant. We aim to respond to all enquiries within 2 working days.

Do not return any item without contacting us first- unauthorised returns may not be accepted.

Your Legal Rights

This policy does not affect your statutory rights under UK consumer law.

Under the Consumer Rights Act 2015, you have the right to goods that are of satisfactory quality, fit for purpose, and as described. If an item fails to meet these standards, you are entitled to a repair, replacement, or refund regardless of any other terms.

Under the Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of receipt. However, this right does not apply to goods that have been personalised or made to your specification — which includes all customised garments we produce.

For further information on your rights, visit www.citizensadvice.org.uk or contact your local Citizens Advice bureau.

Universal Sports & Clothing Ltd is registered in Scotland. Company No. SC660948. VAT No. 361505419.