Refund policy

Refund & Returns Policy

Last updated: 28 March 2026

1. Our Business Model

Top Secrets Clothing Ltd specialises in custom garment printing, embroidery, and made-to-order apparel production. We serve both individual customers and business clients (B2B). Due to the bespoke nature of our production process, our returns policy distinguishes between custom/personalised items and standard ready-to-wear products.

2. Custom & Made-to-Order Items — Non-Refundable

Custom, personalised, and made-to-order items are non-refundable and non-exchangeable, except in the circumstances outlined in Section 4 (Faulty or Incorrect Items).

This includes, but is not limited to:

  • Garments printed, embroidered, or decorated to your specification
  • Items produced using your submitted artwork, logo, or design
  • Bulk or B2B orders produced to a confirmed brief
  • Any item where production has commenced following your approval

By placing an order for a custom item, you confirm that all details — including design, size, colour, and quantity — are correct. We strongly recommend reviewing all order details and any proofs provided before approving production.

Non-returnable circumstances for custom items:

  • Incorrect size selected by the customer
  • Change of mind after production has begun or been completed
  • Dissatisfaction with a design that was customer-supplied or customer-approved

3. Standard Ready-to-Wear Items

For non-customised, standard stock items, we offer a 14-day return window from the date of delivery.

To be eligible for a return, items must be:

  • Unused and unworn
  • In their original condition and packaging
  • Accompanied by proof of purchase

Items that show signs of use, washing, or damage will not be accepted for return.

4. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or does not match your confirmed order specification, please contact us within 48 hours of delivery.

To process your claim, you must:

  • Email us at hello@topsecretsclothing.com with your order number
  • Provide clear photographs of the fault or discrepancy
  • Include a brief description of the issue

Upon review, we will offer one of the following resolutions at our discretion:

  • A replacement item produced to the correct specification
  • A full or partial refund, depending on the nature of the fault

We reserve the right to request the return of the faulty item before processing a resolution.

5. Returns Process

All returns must be authorised by us before being sent. Unauthorised returns will not be accepted.

To initiate a return:

  1. Contact us at hello@topsecretsclothing.com with your order number and reason for return
  2. Await written authorisation and return instructions from our team
  3. Send the item to the address provided in our authorisation email

Customers are responsible for return postage costs unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

Returns address: [Insert Full Returns Address], United Kingdom

6. Refund Processing

Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be processed within 5–10 business days and credited to your original payment method.

Please note that original shipping costs are non-refundable unless the return is due to our error.

7. Summary — Non-Returnable Items

The following are not eligible for return or refund:

  • Custom, printed, embroidered, or personalised items (unless faulty or incorrect)
  • Items where the incorrect size was selected by the customer
  • Made-to-order items where the customer has changed their mind
  • Items returned without prior authorisation
  • Items not in their original condition

For any questions regarding this policy, please contact us at hello@topsecretsclothing.com.