Terms & Conditions

Embroidery & Garments Maidstone Ltd Terms & Conditions

Welcome to Embroidery & Garments Maidstone Ltd (EGM Ltd). These Terms explain how to use our website and shop with confidence. By using our site or placing an order, you agree to them.

1. Who We Are

We’re Embroidery Garments Maidstone Ltd, registered in England & Wales (Company No. [XXXXXXX]), based at [Address].

2. Using Our Website

  1. Use our site to browse, personalise, and purchase embroidered or printed garments.
  2. Please avoid using it for anything illegal or harmful.

3. Ordering & Contracts

  1. After you pay, we’ll email you a visual proof to approve before starting production.
  2. Once you approve the proof, your order is confirmed and changes or cancellations may not be possible.
  3. We may cancel any order before dispatch if there’s a mistake, stock issue, or suspected fraud.

4. Prices & Payment

  1. All prices are in GBP (£) and include VAT (if applicable).
  2. We accept payment by card or bank transfer. Full payment must clear before production starts.

5. Delivery, Shipping & Dispatch

  1. Delivery is made either by post or carrier depending upon the quantity and weight of garments ordered.
    For international orders please contact us for our current international rates
  2. Shipping fees depend on your location and order size; shown clearly at checkout.
  3. Dispatch normally happens within 5 working days for plain garments. If your garments are ordered with embroidery or printing we endeavour to deliver within fourteen days of your order date.

6. Returns & Refunds

  1. If your garments are not decorated we are happy to exchange or refund goods you are not happy with if returned within 30 days unused and in original packaging.
  2. if the garments have been personalised, we are not able to exchange or refund unless the goods are faulty, in which case we will repair/ exchange/ refund as necessary.
  3. To start a return, email us within 14 days and include photos if needed.

7. Cancelling an Order

  1. You can't cancel once production has started on personalised items.
  2. For non-personalised goods, you can cancel within 14 days of receiving them.

8. Complaints & Dispute Resolution

We want you to be happy with your order:

  1. Contact us first by email or phone — we aim to resolve issues quickly.

  2. If you’re not satisfied, you can use the UK’s ADR system or the EU Online Dispute Resolution (ODR) platform.
  3. You still retain your legal rights under UK consumer protection law.

9. Artwork Disclaimer

  1. We print or embroider exactly what you supply. By sending artwork, you confirm you have permission to use it and you’re responsible for any copyright issues.
  2. Colours and print positions may vary up to 2 cm, and colour matching may not be perfect with digital representations.
  3. If artwork files aren’t print-ready, we’ll try to correct them for free or let you know if a small fee applies. Quality issues from poor artwork don't qualify for reprint or refund.

10. Product Template Image Disclaimer

  1. The product images and visual mock-ups on our site are templates—they may not match the actual garment or layout exactly.

11. Visual Approval

  1. Once payment is confirmed, we’ll usually send a visual mock-up within 24 hours (working days). You get 2 free revisions. After that, extra changes may cost up to £10 each.
  2. Once you approve the visual, changes or cancellations are not accepted. In rare cases, we may impose a cancellation fee up to 25%.

12. Garments Usage and Care

  1. Washing and care instructions are attached to all garments and must be adhered to.
  2. Dark garments should always be washed separately.
  3. Garments are printed using high quality cad cut vinyl inks which can be washed up to 60 degrees.
  4. When ironing, printed garments should be turned inside out and ironed from the back.
  5. Some modern washing powders use a bleach content to maintain whiteness. These should be avoided, particularily on embroidered garments where the embroidery silks can be affected by the whitening agent.

13. Limitation of Liability

  1. EGM Ltd isn't responsible for any indirect or consequential losses.
  2. Our liability is limited to the order value.

14. Privacy & Data Protection

  1. We comply with UK GDPR and the Data Protection Act 2018. Please see our separate Privacy Policy and Cookie Policy for details.

15. Governing Law

  1. These Terms are governed by English law. Any disputes are subject to the courts of England and Wales.

16. Contact Us

  1. You may contact us at any time by visiting, calling, emailing or writing to us.
  2. Our contact details can be found in the Contact Us page.