Returns & Refunds

Refund Policy

Last updated: March 2026  ·  Candish Limited, Cambridge, UK
Contents
  1. Bespoke Nature of Our Products
  2. When You Are Eligible
  3. What We Cannot Refund
  4. How to Make a Claim
  5. Resolution Process
  6. Cancellations
  7. Your Statutory Rights
  8. Contact
All Candish Sports products are manufactured to your individual specification. Our refund policy differs from standard retail. This does not affect any statutory rights you may have under UK law.

1 Bespoke Nature of Our Products

Every garment is custom-manufactured to your exact specification. Because of this:

  • We cannot resell returned goods to another customer.
  • We do not accept returns or offer refunds on correctly manufactured bespoke goods.
  • Once you have approved a design proof, the specification is locked.

This is consistent with the UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, which exempt bespoke goods from the standard 14-day return right.

2 When You Are Eligible for a Refund or Replacement

Eligible for Claim
  • Materially different from the approved design proof
  • Defective in materials or workmanship
  • Delivered short of the invoiced quantity
  • Damaged in transit (reported within 5 working days)
  • Manufacturing fault affecting wear or use
Not Eligible for Claim
  • Correct to proof but not to your preference
  • Colour variation within ±5% industry tolerance
  • Size variation within ±5% manufacturing tolerance
  • Worn, washed, or altered goods
  • Change of mind after design approval
  • Errors in artwork you supplied
Colour note: Screen colours vary by device and print method. We recommend ordering a sample before a full run if colour accuracy is critical. Approved samples set the colour standard.

3 What We Cannot Refund

  • Design approval errors: Where you approved a proof containing an error, we are not liable for reproduction costs.
  • Sample orders: Non-refundable — produced for quality assessment purposes.
  • Delivery charges: Non-refundable unless goods are confirmed defective.
  • Third-party costs: We are not liable for costs such as event costs, re-printing, or lost business.

4 How to Make a Claim

1
Contact us within 5 working days of delivery
Email info@candishlimited.com with your order reference. Late claims may not be accepted.
2
Provide clear photographs
Photos of the defect, packaging, and delivery label help us assess your claim quickly.
3
Do not return goods without authorisation
Wait for written confirmation before returning anything. We will issue a Returns Authorisation number and arrange collection if needed.
4
We respond within 5 working days
We will confirm the outcome of your claim in writing.

5 Resolution

Where a valid claim is upheld we will offer at our discretion:

  • Replacement goods — re-manufactured at no additional cost (preferred for manufacturing defects).
  • Credit note — applied to your account for a future order.
  • Partial or full refund — issued to your original payment method within 14 calendar days.

6 Order Cancellations

Orders may be cancelled without charge before design proof approval. Once production has commenced after proof approval:

  • Any deposit paid will be forfeited.
  • You may be liable for the full order value if production is complete.
  • Contact us as early as possible — we will always try to mitigate your costs.

7 Your Statutory Rights

Nothing in this policy limits rights you have under UK law that cannot be excluded, including the Sale of Goods Act 1979 and Consumer Rights Act 2015 where applicable. As a trade customer, your statutory rights differ from those of consumers. If uncertain, seek independent legal advice.

If we have not resolved a complaint to your satisfaction, you may refer to an alternative dispute resolution (ADR) service — we will provide details on request.

8 Contact

Candish Limited · Cambridge, United Kingdom
Email: info@candishlimited.com · Phone: 0800 056 7929 (Mon–Fri 9am–5pm)

We acknowledge all queries within 1 working day and aim to resolve within 5 working days.

Problem with an order?

Contact our Cambridge team directly — we aim to respond the same day.

Contact Us