Returns & Refunds Policy
Custom-Made Products
At Henleys Custom Embroidery, every item is made specifically for each customer using the photo, text, and customisation provided during the ordering process.
Because our products are personalised and custom-made, we generally do not accept returns, exchanges, or refunds for orders where the customer has changed their mind, selected the incorrect size, or no longer wants the item after production has begun.
Damaged or Incorrect Orders
If you receive an item that is:
- Damaged during transit
- Defective due to a manufacturing fault
- Incorrect compared to the order you placed
Please contact us within 7 days of receiving your order.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
If the issue is determined to be our error, we will arrange a replacement or suitable resolution at no additional cost.
Size Selection
Please carefully review our size guide before placing your order.
As each item is custom-made, we cannot offer refunds or exchanges for incorrect sizes selected during checkout.
Customer-Supplied Photos
Customers are responsible for ensuring that uploaded photos are suitable for embroidery.
Poor-quality, blurry, cropped, or low-resolution images may affect the final embroidered result.
If we believe a photo may not produce a satisfactory embroidery result, we may contact you before production begins.
Order Cancellations
Orders may only be cancelled before artwork creation or production has commenced.
Once artwork has been created or embroidery production has started, cancellations and refunds are no longer available.
Shipping Costs
Shipping fees are non-refundable unless the return or replacement is the result of an error on our part.
How To Contact Us
For any questions regarding returns, refunds, or order issues, please contact us:
Email: info@henleys.co.za
Phone: 045 838 1158
We are committed to providing high-quality products and excellent customer service, and we will always do our best to resolve any genuine issues fairly and promptly.