Terms and conditions
We strive to offer the best service as possible, as a small family business (we’re not a huge corporate manufacturing company) and always hoping to exceed your expectations with both the products and our service. We get that ‘misunderstandings’ can lead to disappointment, and we therefore highly recommend that you read and understand our FAQ’s here, and these terms and conditions too, so that it is clear from the outset where our mutual responsibilities lie.
Some customers will just ‘tick the box’ and carry on with completing an order but please be aware that we are trying to do everything right here, so by ‘ticking the box’ you are confirming that you have read, understood, and accept our terms and conditions of sale. There can be no “well I didn’t see that bit on your terms..!” afterwards.
Its not all ‘small print’ – it is clearly laid out for you to read and understand, with no hidden clauses or catches. Should you require any clarification on any point listed here, please do contact us and we will do our best to assist, clarify, and to hopefully resolve any questions you have to prevent any dispute or falling out afterwards.
1.1 The ‘Customer’ – the person purchasing Goods from the Company.
1.2 The ‘Company’ – referred to as; We, Us, Our, or Vepwear
1.3 ‘Goods’ ‘Items’ – the product(s) supplied by the Company.
1.4 It is understood by the company, that in deciding to proceed with an order and by ticking the terms and conditions box on the payment page, the Customer is agreeing with and fully understands and accepts the terms set out in this document.
2 Service Summary:
2.1 Vepwear offers bespoke workwear, school uniforms, and embroidered/printed garments.
2.2 Our website offers a wealth of advice on the products we offer and what to expect from us. Please refer to the individual products for detailed information or our comprehensive FAQ page or ask us directly for clarification, we’re happy to help.
2.3 All Goods are supplied on the understanding that these terms along with our FAQ’s are fully understood and accepted.
2.4 Before placing your order you will have the opportunity of identifying whether you have made any input errors or quantity errors by checking and reading the items listed/displayed in your basket, prior to confirmation of, and payment for, your order. You can amend, or even cancel some or all of the items in your order, by amending the quantity details on the basket page. Items with customisation details that need editing or correction will need to be removed from the basket first, and the correct item added again. You cannot correct customisation details in the basket area of the order system.
2.5 Should you proceed with your order and payment, it is deemed that you have checked your order and accept the correctness of its contents.
2.6 We reserve the right to withhold, sell, or provide any of our products and/or services to any Customer, and where required issue refunds for orders we deem cannot be fulfilled for any reason.
3 Price and Payment:
3.1 Prices are inclusive of VAT where applicable but exclusive of shipping, postage and packing charges, which will be added to your order at the checkout stage. Goods must be paid for online via the ordering system prior to manufacture and dispatch. We do not offer COD or any credit terms.
3.2 We accept no responsibility to provide services that are not specified in the product or service description i.e. additional insured carriage.
3.3 All payments will be made online at the time of order via secure 3rd party payment processing services. No debit or credit card details are seen or stored by us or on our system.
4 Packing and Delivery:
4.1 We have a standard of packing which will comprise of either envelopes, corrugated packing card and wrapping film in whatever combination we deem fit for purpose, suitable for the delivery method we are responsible for. In most cases this will be Royal Mail.
4.2 Unless stated, delivery is not included in the price of any products and will be added to the order through our ordering system.
4.3 For the passing of risk, Our responsibility for accidental damage ends once the goods leave our premises.
4.4 If Goods are damaged in transit, the Customer should seek recompense from the carrier’s insurance. We will render whatever assistance is possible in this regard but it is the Customers responsibility to resolve this.
4.5 To try and keep the total order value cost to an acceptable level and provide a balance of cost and speedy delivery of the Goods to the Customer, our offering for all postage and packing of Goods is standard 1st Class Royal Mail (envelopes and small / medium parcels) at their base level with standard compensation cover which is (at time of writing) £20 for Royal Mail.
4.6 We cannot be held responsible for any non-delivery, damage or late delivery claims.
4.7 If there is no communication from the Customer following delivery of the Goods, the Company will assume that all is well with the Goods. Any claims for damage, loss, or errors must be submitted to the Company in writing via the Company website online form within 48 hours of delivery or expected delivery. We have no responsibility to address claims or investigate damage or error claims after this time.
4.8 The charge(s) made to the Customer for postage, packing and shipping are based on unit rates provided to us by 3rd party delivery companies and various weight calculations made by us and the online ordering system. Errors and omissions are excluded and We reserve the right to contact the Customer to request any additional shortfall in shipping fees should an order be received with an incorrectly calculated shipping charge, whether the error is Ours or not.
5 Drawings and Artwork:
5.1 For Customers requiring bespoke printed items, the initial artwork and any subsequent changes to artwork should ideally be confirmed in writing, as we cannot be held responsible for misinterpretation of a Customer’s verbal instructions.
5.2 In some special cases, artwork may need to be produced before any work can be accurately costed and/or quoted for, and in these cases the Customer may be liable for artwork charges even if the project does not proceed. We will provide a costing for these artwork services prior to commencing.
5.3 The quality of the artwork and the properties of the material or object will affect how the finished image(s) will be marked/printed on the piece. We will always aim to optimise results and recommend testing wherever possible, to give the Customer a realistic expectation of the final result. Any additional costs associated with this may be charged to the Customer.
5.4 The Company only commits to saving Customer design files for the duration of the current project.
6.1 Every precaution will be taken to ensure that the materials offered by Vepwear are of a high standard, and tested for, full colour print, HTV (Heat Transfer Vinyl) and embroidery suitability.
6.2 Variations may occur in both natural materials and manufactured materials for which we have no control over.
6.3 We will not be held accountable for any inconsistencies in material that could result in inaccuracies with the printing and pressing although every effort will be taken to ensure the best results.
7 Copyrights, Intellectual Property Rights and Confidentiality:
7.1 If the Customer requires a customised item/Goods and requests that we work with Copyrighted designs, owned by the Customer or a 3rd party, it will be assumed that the Customer has obtained and granted all relevant permissions, and the Company will not be liable for any Copyright breach when acting on the Customers instructions.
7.2 Any design or product designed by the Company, remains the intellectual property of the Company regardless of whether it has been specifically protected by Copyright, Trade Marks, Patents, Design rights or Registered Designs, and can only be used under license with written permission from the Company, with all rights reserved.
7.3 We retain the right to use images of Customer work on our website or social media for the promotion of our services and products. If you do not want images of your work shared digitally, please let us know in advance. Should you subsequently decide to withdraw permission; images will be removed at the Customers request during the next revision of the website/social media upload.
7.4 No unauthorised duplication of any element, completed work, artwork, or designs without Our written permission.
8 Replacements and refunds:
8.1 A replacement will always be offered in the first instance (excluding any and all carriage / postal charges) if the error lies with the Us due to a fault on the machine, incorrect processing or wrong materials used. If a replacement isn’t possible and the fault is with Us, a refund will be paid within 28 days of refund confirmation.
8.2 If a fault is due to unexpected results, file set up issue from the Customer or unrealistic expectations, a cost for reprinting or processing a garment order will be passed on to the Customer. A refund will only be offered if the error is on the part of The Company.
8.3 Under the Consumer Contracts Regulations 2013 (the replacement for the Distance Selling Regulations Act) any Goods that have been made to order, customised, branded, coloured, printed etc… specifically for the Customer cannot be returned for a refund due to a ‘change of mind’ or for any other reason, as the item in question is completely unique to that Customer i.e. it is not an ‘off the shelf’ or stock item’.
8.4 Once a customised garment has been made for the Customer, it is unique to the Customer regardless of the size or colour etc… (see 8.3 above) therefore the Goods cannot be returned, refunded, exchanged or re-worked should the Customer change their mind on the design or discover that they have ordered the wrong Goods. We have gone to great lengths to ensure that there is plenty of visual information, text descriptions and details on each product page on the website to ensure that the Customer can order the correct Goods. Please read everything and check the specifications before ordering. If in doubt please contact us before ordering any Goods.
8.5 If standard ‘non-personalised’ and un-customised Goods such as but not limited to generic garments are ordered, you have the right to cancel an order for these Goods and request a refund from the moment you receive your order confirmation email and within 14 days from the day you receive your Goods, and you then have a further 14 days to send the Goods back to us.
8.5.1 All returns for refund must be approved by us beforehand and the Customer must obtain a Returns Reference BEFORE sending any Goods back to us. Postage charges for any returned Items must be paid for by the Customer and are not part of the refundable amount. To be clear, We will only refund the value of the Goods being returned. All Items being returned must be sent by a registered and/or tracked postal service so that there is proof for both parties that Goods have been sent by the Customer and said Goods have also been received by Us. All Refunds will be made via the original payment method made. No cash alternatives will be offered.
9 Consequential Loss and Variation:
9.1 In the event that the Company fails to deliver Goods or service by an agreed date, or that the Goods fail then the Company shall not be liable for consequential loss.
9.2 No addition to or variation of these conditions will bind the Company, unless it is specifically agreed in writing and signed by Us.
9.3 No agent or person employed by or under contract with the Company has the authority to alter or vary these conditions in any way, unless it is specifically agreed in writing and signed by Us.
10.1 All orders shall be governed by and construed in accordance with the law of England and the Customer shall submit to the jurisdiction of the English Courts. In the event that the Customer is situated outside the United Kingdom it will adhere to the law of England and submit to the jurisdiction of the English Courts.
10.2 We will not file a copy of these terms and conditions specifically in relation to your order. We reserve the right to update these terms and conditions on our website from time to time, and we do not guarantee that the version you have agreed to will remain accessible. We therefore recommend that you download, print and retain a copy of these terms of sale for your records.