Refund policy

GB Labels – Returns & Refunds Policy

At GB Labels, every product is custom-made with care and precision. We take great pride in producing bespoke woven, printed, and cotton labels tailored specifically to your requirements.

Because of the personalised nature of our products, we have a clear and transparent returns policy to ensure fairness and clarity for all our customers.

1. Custom & Personalised Orders

All personalised and custom-made items are produced to your exact specifications.
As such, these items are excluded from the standard Distance Selling Regulations and cannot be returned or refunded unless they are faulty or incorrect due to an error on our part.

If a manufacturing defect or production error occurs, we will:

  • Investigate the issue promptly, and
  • Offer to repair or replace the item(s) where possible in the first instance.

We may request photographs or a sample return to verify the issue before any replacement or refund is approved.

2. Order Amendments

Once your order is confirmed, it immediately enters our production schedule.
If you need to make an amendment, please email us as soon as possible at [info@gblabels.co.uk].

While we’ll always do our best to accommodate changes, we cannot guarantee amendments after production has started.
GB Labels is not responsible for errors in customer-supplied artwork, spelling, dimensions, or design details.

3. Returns Authorisation (RMA)

All returned items must have a valid Return Merchandise Authorisation (RMA) number, which can be obtained via phone or email.
Any returns sent without authorisation will be refused delivery, and GB Labels cannot accept responsibility or liability for unauthorised returns.

4. Incorrect or Incomplete Delivery Addresses

It is the customer’s responsibility to provide accurate and complete delivery details at the time of ordering.

If an incorrect address is provided:

  • GB Labels will not issue a refund or resend goods free of charge.
  • If goods are returned to us due to an incorrect or incomplete address, the customer will be responsible for any additional redelivery costs.

To avoid delays, please double-check your address before confirming your order. If you spot an error, contact us immediately at [info@gblabels.co.uk].

5. Items Returned Due to Non-Delivery

If your order is returned to us because:

  • The address provided was incorrect,
  • Delivery was refused, or
  • Delivery was not acknowledged (e.g., no response to courier cards),

You will be responsible for paying any redelivery or handling costs incurred.

6. Faulty or Damaged Items

In the rare event that your items arrive faulty or damaged:

  1. Notify us within 7 days of receipt by emailing [info@gblabels.co.uk] with your order number and photographs showing the issue.
  2. We will review the case and advise whether to return the goods for inspection.
  3. If confirmed as a manufacturing fault, we will replace or refund the item(s) at our discretion.

Please note: Damage caused by misuse, improper handling, or normal wear and tear is not considered a manufacturing fault.

7. Our Commitment

We value every customer and aim to provide a professional, reliable, and transparent service.
If you are ever unsure about our return or replacement process, please contact our team — we’re always happy to help.