Refund Policy

1. Cancellation rights

Every flag we produce is printed to your own design, so it is made to your specification and personalised. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods made to a customer's specification or clearly personalised. This means that, once your personalised flag has been produced, you cannot cancel the order simply because you have changed your mind.

If we ever supply an item that is not personalised, the standard 14-day cancellation right applies to that item. The 14 days run from the day you receive the goods, and you must tell us of your decision to cancel before that period ends.

If you want to change or cancel an order, please contact us as soon as possible. If production has not yet started we will cancel the order and refund you in full. Once production has begun on a personalised flag, we are usually unable to stop it.

2. Damaged, defective or incorrect flags

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your flag arrives damaged, is defective, or is different from the artwork you approved when ordering, please contact us as soon as possible and in any event within 30 days of delivery.

Please include your order number and clear photographs showing the problem. Depending on the circumstances, we will repair the flag, replace it, or refund you in full.

Where an item is faulty, damaged in transit, or not as described, we will cover the cost of returning it to us, or arrange collection on your behalf. You will not be left out of pocket for returning a faulty item.

Please inspect your order as soon as it arrives and keep the packaging until you are happy with it, as this makes any return easier to arrange.

3. Colour and screen differences

Printed textiles can vary slightly in colour. Screens display colour as light (RGB) while flags are printed as ink (CMYK), and small differences in shade or finish can also occur between production runs.

A minor variation in colour of this kind is not, on its own, a fault — but we will always investigate and discuss the reasons with you if you are unhappy. If your flag is materially different from the artwork you approved, or from the design preview shown in our designer when you ordered, that is a fault and we will put it right.

4. How to start a return

Email hello@footballflags.co with your order number, a description of the problem and photographs where relevant. We may ask you to return the item so that we can inspect it and confirm the cause. Returns should be sent to: Football Flags, Unit 4 Crossroads Business Park, Clowne, Chesterfield, S43 4PU.

Please do not send an item back before contacting us, as we may be able to resolve the issue without a return, and unauthorised returns can be difficult for us to trace.

5. Return shipping responsibilities

• Faulty, damaged or incorrect items: we pay for the return — either by reimbursing reasonable return postage or by arranging collection.
• Returns agreed for any other reason: you are responsible for the cost of return postage.
• Where you arrange the return yourself, please use a tracked service and keep your proof of postage. We are not responsible for items that are lost or damaged on their way back to us unless we arranged the collection.
• Please return items in a condition that allows us to inspect them, with the original packaging where possible.

6. Refund processing

Once your return has been received and inspected, we will let you know whether the refund has been approved. If it is approved, we will refund you to your original payment method within 10 business days of that decision.

Your bank or card provider may take a few additional days to post the refund to your account. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at hello@footballflags.co and we will investigate.

Where the whole order is refunded because of a fault, we will also refund any delivery charge you paid. If only part of an order is refunded, we will refund the relevant delivery charge where you paid one.

We will not reduce a refund to cover the cost of a return that we are responsible for.

7. Replacements

Where a flag is faulty, damaged or not as described, we may offer to replace it with an identical item matching your original order specification. We will always discuss the options with you first, and if a replacement is not suitable we will refund you instead.

8. Orders we cannot fulfil

If we have to cancel an order — for example because an item is unavailable, because of an obvious pricing error, or because we cannot lawfully print the artwork supplied — we will tell you and refund you in full, including any delivery charge you paid.

9. Lost or delayed parcels

We use third-party couriers, so once an order has been dispatched we cannot control delays in transit. We will always do our best to meet the delivery timescales shown, but for anything required on or by a specific date we recommend contacting us first so we can quote for a dedicated van delivery rather than an overnight courier service.

If a parcel is lost in transit, we will arrange a replacement item or items matching the original order specification. Please report a lost or delayed parcel to us as soon as you become aware of it so that we can raise it with the courier.

10. Made-to-measure and trade orders

Made-to-measure pitch flags and bulk or trade orders are quoted individually. Cancellation and return terms for those orders are agreed in writing before production begins, and are confirmed with your quote.

11. Exceptions

• Personalised, made-to-order flags cannot be returned because you have changed your mind — this is the statutory position for goods made to your specification or clearly personalised.
• We cannot accept a return where damage has been caused after delivery, or where an item has been altered, misused or cleaned in a way that caused the problem.
• Where an error in the artwork was present in the design you approved, the flag will be printed as approved. We will still investigate, and if we made the mistake we will put it right at our cost.
• Minor colour variation between screen and print, or between production runs, is not treated as a fault in itself.

12. Your rights and complaints

Nothing in this policy affects your legal rights. If you are unhappy with the outcome, please contact us first at hello@footballflags.co so we have the chance to resolve it. Free, independent advice about your consumer rights is available from Citizens Advice.