Widerrufsrecht

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
As the items we sell are personalised / custom-made, a return will not be automatically accepted as in-line with Distance Selling Regulations personalised items are non-returnable.

To be eligible for a return, your item must be in the same condition that you received it, unused, the whole order must be returned and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@houseofnamesets.co.uk stating your reason for wanting a return. If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  

If an item is returned without prior agreement it will not be accepted and a refund will not be issued.

We advise that all returns are sent via a signed for/tracked service. All returns are at the buyers cost. 

You can always contact us for any return question at info@houseofnamesets.co.uk

All refunds are at the buyers expense regardless of the reason.

Refunds will be minus the original shipping costs and an admin fee per item may be applicable as outlined below. (Per item means each item you return - ie: if returning 3 items there will be 3 x admin fee deduction from the refund.) An admin fee is deducted due to the processes involved initiating a refund. The only exception when an admin fee will not be deducted is if we made an error with the order or an item is lost in transit.

Refund Processing Times
The time it takes for a refund to be issued is dependent on the payment provider used to make the payment of the order. When we have processed a refund you will receive a refund notification email. Please remember it can take some time (in some case upto 30 days) for your bank or credit card company (financial institution) to process and post the refund. For questions regarding refund timescales it is advisable to contact your bank or credit card company.

Damages and issues
Please inspect your order upon receipt and contact us immediately (within 24 hours) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If an item is printed prior to highlighting any issues the item will be deemed as used and no refund or replacement can be issued.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
We do not offer exchanges.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time (in some case upto 30 days) for your bank or credit card company (financial institution) to process and post the refund too.

Placing an order with an address in a language other than English
All orders need to be provided with a shipping address in English for the UK postal service to accept it. If you provide an address in a language other than English your order will be cancelled and a refund issued minus a £4 admin fee.

Ordering when business is closed but not wanting to wait the designated timescale once order is placed.
When the business does close for a short period we give ample information about placing orders and the timescale they will be dispatched in. If you place an order during business close and subsequently want to cancel a refund will be minus an admin fee of £5.

Orders that are 'returned to sender' or 'not collected from delivery office' or 'customs charges not paid'
If you request a refund because your order is 'returned to sender' for any reason the refund will be minus original shipping costs and an admin fee of £6 per item.

Orders that are lost in transit
If you order is deemed as lost we will submit a loss claim with the mail carrier used. 
A refund for the price of the item/s will be issued. Refunds will be minus shipping costs.

Nameset size is not what i wanted
Whilst every endeavour is made to ensure numbers and letters are the correct size for the season, we cannot guarantee they will be. Some items do have their size listed but not all.
Therefore if you require a specific size of numbers and /or letters this must be agreed prior to ordering. If you do not contact us with a sizing specification and you are subsequently unhappy with the size of the nameset when it arrives you can return for a refund minus all postage costs and an admin fee of £2.50 per item. 

Changed mind / not what I expected / ordered the wrong thing
If you request a refund because you have changed your mind, it is not what you expected or you ordered the wrong item the refund will be minus original shipping costs and an admin fee of £2.50 per item. 

Cancelling an order (before order is dispatched) - in line with DSR personalised items are exempt from any 14 day cooling-off period.
To cancel an order you must email us with your order number, name, delivery address and cancellation reason. Cancellation refunds, if agreed to, will incur an admin fee of £2.50.

Ordering when not permitted
You order will be refunded minus an admin fee of £3 per item.

Damage to nameset during application
We are not liable for any damage arising during application.
Application MUST be done using a professional heat-press used by someone who is trained to use said heat-press. The heat-press must be fully maintained and calibrated.
The materials and inks we use are specifically manufactured for use with on sports shirts.
The manufacturer provide specific instructions for how to apply and these are provided on our website. These are the ONLY instructions that should be followed.
Applying a nameset/ patch/ sponsor etc indicates that you are happy with the quality of your item. If you are not happy please do not apply to a shirt.
If damage is caused during application we can raise this issue with the manufacturer of the materials and to do so we will need the following information:
a) name of company and person who applied
b) training certificate of person who applied
c) details of heat-press used
d) details of maintenance record and calibration tests of heat-press used.
e) date application took place
We will then forward this information onto the manufacturers for them to log onto their systems.

As orders are bespoke/ personalised a return is not always guaranteed (in line with Distance Selling Regulations)
If a return is refused we will provide a reason why. If you subsequently choose to return your order the refund will be minus shipping paid plus an admin fee of £5. By choosing to return your order you accept that the refund will be minus these fees.

Spelling Errors
Please double check the spelling of the name you request. Your nameblock will be created to the spelling you provide. Returns are not permitted when a spelling error is made during ordering (in line with Distance Selling Regulations).

Colour Requests
Nameset colour request can be be made on items that have a colour option available. This will be shown by the image in the listing. If a listing only has 1 colour option another colour option cannot be chosen. Returns are not permitted for ordering an incorrect colour or choosing a different colour option when colour options are not available. If in doubt please contact us prior to placing an order.

Ignoring emails regarding your order.
If you do not provide us with the relevant information to complete your order (name, number, which colour for example) then we will email you for clarification. We will send a maximum of 2 chase emails. If we do not receive a response to our emails within we specify in the emails your order cannot be completed and will not be shipped. If this occurs then your order is deemed as cancelled and  you will be refunded minus an admin fee of 50% of the order.

Ordering something which is not permitted.
Our 'build your own' namesets come with upto 14 letters and upto 2 numbers. You can request only 1 player name and number per order. You cannot order two smaller player names to complete the 14 letters. If you request this your order will be cancelled.
If you order a player name it must be with their squad number (eg: Order Saka (Arsenal) you can only have number 7 not 77 etc). If you request this you will be sent the squad number in relation to that player.
Ordering a pre-made nameset and ordering a customisation is not permitted. If you request this your order will be cancelled.
Our 'custom nameset" listing can only be purchased by prior approval. If an order is placed of this item without prior approval your order will be cancelled and you will be refunded minus an admin fee of 50% of the order.

By placing your order with House of Namesets you agree to the above policies and applicable admin fees.