At CustomPatches.nl, every order is produced according to the customer’s chosen design and specifications. We want you to be satisfied with your patches and will help resolve any problems with your order.
This policy explains when orders can be cancelled, returned, replaced or refunded.
1. Returns for Personalised Patches
Our custom patches are made to order using your approved artwork, dimensions, colours, quantities and backing options.
Under Dutch and EU consumer rules, the standard 14-day withdrawal right generally does not apply to goods made to a customer’s specifications or clearly personalised. This exception does not remove your rights if the goods are faulty or do not match the agreed order.
We will make the applicable withdrawal-right exception clear before you place your order.
2. Cancelling an Order
If you wish to cancel your order, please contact us as soon as possible.
- Before production: We will review whether cancellation is possible and confirm any applicable refund.
- After production begins: Cancellation may no longer be possible because your patches are being manufactured specifically for you.
Any cancellation rights provided by applicable law remain unaffected.
3. Damaged, Defective or Incorrect Patches
Please contact us if your order arrives damaged, contains a manufacturing defect or does not match the agreed specifications.
Examples include incorrect patch dimensions, the wrong backing type, missing quantities or significant differences from the approved design.
Please provide your order number, a description of the issue and photographs where possible.
We will assess the problem and arrange an appropriate remedy in accordance with your statutory rights. This may include repair, replacement, a price reduction or a refund, depending on the circumstances.
4. Digital Proof Approval
Customers are responsible for reviewing their digital proof before approving production.
Please check the spelling, colours, layout, dimensions and other design details carefully.
If your finished patches match the approved specifications, we may be unable to offer a discretionary refund for an error that was present in the approved proof.
This does not affect your rights where the finished goods are defective or otherwise fail to meet applicable legal requirements.
5. How to Request a Return or Refund
To report a problem, email us at support@custompatches.nl with:
- Your order number
- A brief explanation of the issue
- Clear photographs, where relevant
We will review your request and explain the next steps.
Please contact us before returning any products so we can provide the appropriate return instructions.
6. Refund Processing
Where a refund is agreed or legally required, we will confirm the amount and processing arrangements.
Refunds will normally be issued through the original payment method unless another method is agreed or required by law.
Where a product is faulty or does not conform to the contract, the applicable remedy will be provided without charge to the consumer, including necessary return costs where required by law.
7. Your Statutory Rights
Nothing in this policy excludes or limits your mandatory consumer rights under applicable Dutch or EU law.
Personalised products remain covered by legal protections concerning defective goods and goods that do not match their description.
8. Contact Us
For questions about cancellations, returns or refunds, please contact:
CustomPatches.nl
Email: support@custompatches.nl
Website: https://custompatches.nl/