Refund policy

Last updated: 7 September 2026

This policy explains what you can return and how refunds work. It does not affect your statutory rights. Vital Workwear is a trading name of DecalsLab Ltd, Unit C, Chalmers Way, Gillingham, Kent, ME8 6PF.

Decorated garments

Garments that have been embroidered or printed with your logo are made to your specification and personalised. They cannot be returned, exchanged or cancelled once production has started, unless they are faulty, damaged, or not as approved on your proof. Under the Consumer Contracts Regulations 2013 the 14-day right to cancel does not apply to personalised goods.

You can cancel a decorated order free of charge at any point before you approve the proof. Email sales@vitalworkwear.co.uk with your order number and we will refund you in full.

Plain garments

Plain (undecorated) garments can be returned within 14 days of delivery provided they are unworn, unwashed, with all tags attached and in their original packaging. Consumers also have the right to cancel an order for plain garments within 14 days of delivery under the Consumer Contracts Regulations 2013.

Contact us first with your order number so we can give you a returns reference and the return address. Please do not send anything back without one.
Return postage is your responsibility unless the item is faulty or we sent the wrong thing. We recommend a tracked service, as the goods remain your responsibility until they reach us.
Once we receive and check the return we refund the price of the goods to your original payment method within 14 days. If you cancel a whole order, the standard delivery charge you paid is refunded too.

Faulty or incorrect goods

If a garment is faulty, damaged in transit, or the decoration does not match the proof you approved, tell us within 30 days of delivery with your order number and photos. We will repair, remake or replace it, or refund it, at no cost to you, and we will cover the return postage. Under the Consumer Rights Act 2015 consumers can ask for a full refund within 30 days of delivery for faulty goods.

What is not a fault

Errors that were visible on the proof you approved, such as spelling, colour choice, position or size. Please check proofs carefully.
Small variations in thread, ink or garment colour compared with a screen image, or between garments from different production batches.
Normal wear, or damage caused by washing or drying against the garment's care label.
Sizing chosen against the size guide on the product page. If a plain garment does not fit, return it under the plain garment rules above.

Exchanges

We can exchange plain garments for a different size or colour subject to stock. For decorated garments we will remake the item where the problem is ours.

Business customers

The consumer rights described above apply to consumers. For business customers, plain garments may be returned within 14 days on the same conditions, and our liability for faulty goods is limited to repair, replacement or refund of the affected items.