Refund policy

Last updated: 13 September 2026

We hope you are happy with your purchase from Patches.co.uk. If you need to return an item, please read the information below.

Patches.co.uk is operated by ELLU Ltd trading as Patches.co.uk.

Change-of-Mind Returns

If you purchase from us online as a consumer, you generally have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, please contact us within 14 days of receiving your order and clearly tell us that you wish to cancel and return it.

After notifying us, you should return the goods to us within 14 days.

Items should be returned in their original condition. You may inspect the goods as you reasonably would in a shop, but we may reduce the amount refunded if an item has been handled beyond what is necessary to establish its nature, characteristics and functionality and its value has been reduced as a result.

Our 30-Day Returns Policy

In addition to your statutory cancellation rights, we accept eligible change-of-mind returns requested within 30 days of receiving your order.

To qualify under our additional 30-day returns policy, items must be unused, unworn, unwashed, unaltered, undamaged and in their original condition.

Please contact us before returning an item so that we can provide the appropriate return instructions.

Our additional 30-day returns policy does not affect your statutory rights.

Return Postage

For change-of-mind returns, the customer is responsible for the cost of returning the item to us unless we have agreed otherwise.

We recommend obtaining proof of postage when returning an order, as the parcel remains your responsibility until it reaches us.

If an item is faulty, damaged, incorrectly described or we have sent you the wrong item, please contact us before returning it.

Where we are responsible for the return, we will arrange an appropriate return method or reimburse reasonable return postage costs where applicable.

Refunds

Once we receive your return, we will inspect it and process any refund that is due.

We will normally process refunds promptly after receiving and inspecting your return, and in any event within 14 days where required by applicable consumer law.

For cancellations made under your statutory cancellation rights, we will issue the applicable refund within the legally required period.

Where you paid for standard delivery, the original standard delivery charge will be refunded where required by law.

If you selected a more expensive delivery service, such as an upgraded or express service, we are not required to refund the additional amount above the cost of our standard delivery service.

As standard UK delivery from Patches.co.uk is currently free, there will normally be no standard UK outward delivery charge to refund.

Refunds will normally be made to the original payment method used for the purchase.

Please allow additional time for your bank or payment provider to process the refund after we have issued it.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, not as described or different from the item you ordered, please contact us as soon as possible.

Please provide your order details and information about the problem so that we can resolve it for you.

Your statutory rights under UK consumer law apply to faulty, damaged and incorrectly described goods and are not restricted by this policy.

Iron-On and Sew-On Patches

Please check that the fabric or garment is suitable for the intended method of application before attaching a patch.

For iron-on patches, always follow the care instructions supplied by the manufacturer of the garment or fabric and any application instructions provided with the patch.

Once a patch has been ironed on, sewn on, glued, cut, altered, washed or otherwise used, we cannot normally accept it as a change-of-mind return because it is no longer in its original condition.

This does not affect your statutory rights if the patch itself was faulty, damaged or incorrectly described when supplied.

Personalised or Custom-Made Products

Products that are made to your specifications or clearly personalised may not qualify for the normal statutory change-of-mind cancellation right.

If a personalised or custom-made product is faulty, damaged or not as described, your statutory rights still apply.

Any applicable return restrictions will be made clear before you purchase a personalised or custom-made product.

Sale and Discounted Items

Sale and discounted items have the same statutory rights as full-price items.

Eligible sale and discounted items may therefore be returned in accordance with this policy.

Exchanges

If you would like a different product, colour, size or design, please contact us.

Depending on the circumstances, the simplest option may be to return the original item for a refund and place a new order.

How to Start a Return

Before returning an item, please contact us through the Contact Us page on Patches.co.uk.

Please provide your name, order number, the item you wish to return and the reason for the return where applicable.

We will provide you with the appropriate return instructions.

Please do not send returns to us without checking the return instructions first.

Return Address

Unless we provide you with different return instructions, our return address is:

ELLU Ltd trading as Patches.co.uk
Cogie Hill Crossing
4 Island Lane
Winmarleigh
Preston
PR3 0LB
United Kingdom

Please contact us before sending your return.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace your statutory rights.

UK consumers have legal rights where goods are faulty, not as described or otherwise fail to meet the requirements of consumer law.

Contact Us

If you have any questions about a return or refund, please contact us through the Contact Us page on Patches.co.uk.