Last updated: 2026-04-29
This Returns, Refunds and Cancellation Policy explains how returns, refunds, cancellations and faulty goods are handled when you buy from GearLab Group or one of our trading brands, including GearLab Trophies, GearLab Printing, GearLab Teamwear and GearLab Fitness.
For the purpose of this policy, “GearLab Group”, “we”, “us” and “our” refers to GearLab Group and its associated trading brands.
1. Contact details
GearLab Group
7 Garden Close
Telford
TF2 6QB
United Kingdom
Telephone: 07581 170046
Email: office@gearlabgroup.com
2. Your legal rights
Nothing in this policy affects your statutory rights.
If goods are faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement, refund or other remedy under UK consumer law.
3. Change-of-mind returns for online orders
If you are a consumer and you buy standard, non-personalised goods online, by phone, by email or through another distance-selling method, you usually have the right to cancel your order within 14 days of receiving the goods.
You then have a further 14 days to return the goods to us after telling us you wish to cancel.
To cancel, you must contact us clearly by email, phone or written message using the contact details above.
4. Personalised, custom-made or made-to-order goods
Many of our products may be personalised, customised, branded, printed, embroidered, engraved, made to order or supplied specifically to your requirements.
Unless faulty, we cannot usually accept returns or cancellations for goods that have been:
- Personalised with names, initials, numbers, job titles or custom text
- Printed, embroidered, engraved or decorated with artwork, logos or branding
- Custom-made or made to your specifications
- Ordered specially from a supplier for your specific requirements
- Altered or adapted for you
This includes items such as personalised trophies, engraved awards, branded clothing, printed workwear, teamwear, clubwear, custom vinyl, DTF prints, signs, banners, stickers and other bespoke products.
5. Approval of artwork, designs and personalisation
Where we provide proofs, mock-ups or artwork for approval, it is your responsibility to check all details carefully before approving production.
This includes, but is not limited to:
- Spelling
- Names
- Dates
- Numbers
- Sizes
- Colours
- Layouts
- Logos
- Positions
- Quantities
- Product details
Once you approve a proof, mock-up or order detail, we may not be able to cancel or change the order. We are not responsible for errors that were present in the approved version unless the error was caused by us after approval.
6. Cancelling before production starts
If you wish to cancel an order, please contact us as soon as possible.
If production, ordering, engraving, printing, embroidery, design work or supplier fulfilment has not started, we may be able to cancel the order and issue a full or partial refund.
If work has already started, or items have already been ordered specifically for you, we may deduct reasonable costs already incurred.
7. Faulty, damaged or incorrect goods
If your goods arrive faulty, damaged, incorrect or not as described, please contact us as soon as possible and provide:
- Your order number or invoice number
- A description of the issue
- Clear photos of the fault, damage or error
- Photos of any packaging, where relevant
We will review the issue and, where appropriate, offer a repair, replacement, refund or other suitable solution.
Please do not return goods without contacting us first.
8. Delivery damage
If goods arrive damaged, please notify us as soon as possible, ideally within 48 hours of delivery, so we can investigate with the courier or supplier.
We may ask you to keep the packaging while the issue is reviewed.
9. Return condition
Returned goods must be unused, in their original condition and, where possible, in their original packaging.
We may reduce a refund if goods have been handled more than necessary, used, damaged, altered or returned incomplete.
10. Return postage
For change-of-mind returns of standard, non-personalised goods, you are responsible for return postage unless we agree otherwise.
For faulty, damaged, incorrect or misdescribed goods, we will discuss the return method with you and will cover reasonable return costs where required by law.
11. Refunds
Where a refund is due, we will usually refund you using the original payment method.
For eligible cancellation returns, refunds will normally be processed within 14 days of receiving the returned goods or receiving evidence that you have sent them back.
For faulty, damaged or incorrect goods, refund times may depend on the nature of the issue and whether goods need to be returned or inspected.
12. Business customers
If you are buying as a business, club, school, organisation or trade customer, your cancellation and return rights may differ from consumer rights.
Bespoke, personalised, custom, branded and made-to-order goods are generally non-returnable unless faulty, damaged, incorrect or not as described.
13. Exchanges
Exchanges may be offered at our discretion for standard, non-personalised goods, subject to stock availability and return condition.
Personalised, customised, branded, made-to-order or specially ordered goods cannot usually be exchanged unless faulty or incorrect.