Refund policy

MONKEY BUSINESS WORKWEAR

RETURNS & REFUNDS POLICY

 

Monkey Business Workwear is committed to supplying quality workwear, uniforms and personalised garments.

This Returns & Refunds Policy explains what to do if you need to return an item, cancel an order, or report a faulty, damaged or incorrectly supplied product.

Monkey Business Workwear is a trading name of Active365 Learning Group Limited.

1. OUR DETAILS

Legal entity: Active365 Learning Group Limited
Trading name: Monkey Business Workwear
Company number: 17363516
Registered office: 8 Mercia Business Village, Torwood Close, Westwood Business Park, Coventry, England, CV4 8HX
Email: hello@monkeybusinessworkwear.co.uk
Telephone: 07376 457815
Website: www.monkeybusinessworkwear.co.uk

2. OVERVIEW

Our returns process depends on:

  • whether the Goods are personalised;

  • whether the Customer is a Consumer or Business Customer;

  • whether the Goods are faulty, damaged or incorrect; and

  • whether the Customer is simply changing their mind.

Nothing in this Policy removes or restricts any statutory rights available to Consumers.

3. PERSONALISED GOODS

Many of the products we supply are personalised specifically for the Customer.

Personalisation may include:

  • embroidery;

  • printing;

  • heat transfers;

  • vinyl;

  • direct-to-film printing;

  • direct-to-garment printing;

  • individual names;

  • initials;

  • numbers;

  • business logos;

  • school or nursery logos;

  • club badges;

  • custom wording; or

  • other bespoke branding.

Because these Goods have been produced specifically for the Customer, they normally cannot be returned or exchanged simply because the Customer:

  • changes their mind;

  • ordered the wrong size;

  • selected the wrong colour;

  • no longer requires the Goods; or

  • prefers a different design after production.

This does not affect rights where Personalised Goods are faulty, incorrectly supplied, incorrectly personalised or otherwise do not comply with applicable law.

4. CONSUMER RIGHTS AND PERSONALISED GOODS

Consumers purchasing Goods online or through another distance-selling method may normally have a statutory cancellation period for qualifying Goods.

However, statutory change-of-mind cancellation rights may not apply to Goods made to the Consumer's specifications or which are clearly personalised.

Examples may include garments carrying:

  • your business logo;

  • your organisation's branding;

  • an individual name;

  • initials;

  • a personalised number;

  • custom wording; or

  • a bespoke design.

Whether a product falls within the personalised-goods exception will depend on the circumstances.

Personalisation does not remove a Consumer's statutory rights where the Goods are:

  • faulty;

  • not of satisfactory quality;

  • not as described;

  • incorrectly supplied;

  • incorrectly personalised; or

  • otherwise fail to meet applicable legal requirements.

5. NON-PERSONALISED GOODS — CONSUMERS

If you are a Consumer and purchase qualifying non-personalised Goods through our website or another distance-selling method, you may have a statutory right to cancel your Order.

Where the statutory cancellation right applies, you will normally have 14 days from the day you receive the Goods to tell us that you wish to cancel.

You should contact:

hello@monkeybusinessworkwear.co.uk

and provide:

  • your name;

  • Order number;

  • items being returned; and

  • confirmation that you wish to cancel.

After notifying us, qualifying Goods should normally be sent back within the applicable statutory return period.

6. CONDITION OF NON-PERSONALISED RETURNS

Where non-personalised Goods are being returned because of a change of mind, they should wherever reasonably possible be:

  • unworn other than for reasonable fitting;

  • unused;

  • unwashed;

  • unpersonalised;

  • undamaged;

  • clean;

  • with original labels attached; and

  • returned with the original packaging where reasonably possible.

Consumers are entitled to inspect Goods in a similar way to how they could inspect them in a shop.

Where permitted by law, we may reduce a refund if Goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and their value has been reduced as a result.

7. RETURN DELIVERY COSTS

For non-faulty Goods returned because a Consumer has changed their mind, the Customer may be responsible for the direct cost of returning the Goods where permitted by law and where this has been communicated appropriately.

We recommend obtaining proof of postage or using a tracked delivery service.

The Customer remains responsible for returned Goods until they are received by us.

If Goods are faulty, damaged, incorrectly supplied or otherwise require return because of an error on our part, we will deal with reasonable return arrangements as appropriate.

8. REFUNDS FOR CONSUMER CANCELLATIONS

Where a Consumer validly exercises a statutory cancellation right, refunds will be processed in accordance with applicable consumer law.

Where applicable, we will refund:

  • the price paid for the returned Goods; and

  • the cost of the standard outbound delivery option where required by law.

If the Customer selected a more expensive delivery method than our standard delivery option, we are not required to refund the additional delivery upgrade unless required by law.

Refunds may be withheld until:

  • we receive the returned Goods; or

  • the Consumer supplies evidence that the Goods have been sent back,

where permitted by law.

Refunds will normally be made using the original payment method unless otherwise agreed.

9. BUSINESS CUSTOMER RETURNS

Business Customers do not have an automatic right to return non-faulty Goods simply because they have changed their mind.

If a Business Customer wishes to return a non-personalised item, they should contact us before returning anything.

We may, at our discretion, agree to accept a return where the Goods are:

  • unused;

  • unworn;

  • unwashed;

  • unpersonalised;

  • in their original condition;

  • with original labels attached; and

  • suitable for resale.

Any return must be authorised by Monkey Business Workwear before it is sent back.

Where applicable and agreed in advance, reasonable supplier return, carriage or restocking charges may apply.

Personalised Goods cannot ordinarily be returned by a Business Customer because they are no longer required.

10. WRONG SIZE ORDERED

Customers are responsible for selecting the appropriate garment sizes.

Sizing can vary between:

  • manufacturers;

  • brands;

  • product ranges; and

  • garment styles.

We therefore recommend checking the relevant size guide before placing an Order.

If you order the wrong size:

Non-personalised Goods

A return or exchange may be possible depending on your Customer status and the circumstances.

Personalised Goods

We will normally be unable to accept a return or exchange merely because an incorrect size was selected.

Where possible, we may try to help with a replacement garment, but the Customer may be responsible for the cost of the replacement garment and personalisation.

This does not apply where the size supplied is different from the size ordered or the Goods are otherwise not as described.

11. WRONG COLOUR OR PRODUCT ORDERED

Where the Customer has selected the wrong product, style or colour and the Goods have already been personalised, we will normally be unable to accept a return.

If personalisation has not yet begun, please contact us immediately.

We will try to amend the Order where reasonably possible, but changes cannot be guaranteed once garments have been ordered or production has started.

12. FAULTY GOODS

If you believe a product is faulty, please contact us as soon as reasonably possible.

Email:

hello@monkeybusinessworkwear.co.uk

Please include:

  • your name;

  • Order number;

  • description of the problem; and

  • photographs showing the issue where appropriate.

We may ask for the Goods to be returned for inspection.

Depending on the circumstances and applicable law, an appropriate remedy may include:

  • repair;

  • replacement;

  • re-personalisation;

  • partial refund; or

  • full refund.

Consumers retain all applicable statutory rights in relation to faulty Goods.

13. DAMAGED GOODS

If an Order arrives damaged, please contact us promptly.

Where possible, please provide photographs of:

  • the damaged Goods;

  • the packaging;

  • the parcel or box; and

  • any visible courier damage.

Please keep the packaging until we have advised whether it is required for our investigation.

Where the damage occurred before the Goods were delivered to you and we are responsible for the issue, we will provide an appropriate remedy.

14. INCORRECT GOODS

If we supply:

  • the wrong garment;

  • the wrong colour;

  • the wrong size;

  • the wrong quantity; or

  • another item that does not match your confirmed Order,

please contact us promptly.

Where the error is ours, we will take reasonable steps to correct it.

This may include:

  • supplying the correct Goods;

  • arranging collection or return;

  • replacing the Goods; or

  • providing an appropriate refund.

15. INCORRECT PERSONALISATION

If we make an error when embroidering, printing or otherwise personalising your Goods, please contact us promptly.

Examples may include:

  • incorrect spelling compared with the approved Proof;

  • the wrong logo being applied;

  • an incorrect name;

  • an incorrect number;

  • personalisation being placed in a materially incorrect location; or

  • another material difference from the approved specification.

We will investigate the issue and, where the error is ours, provide an appropriate remedy.

16. APPROVED ARTWORK AND PROOFS

Customers are responsible for checking Artwork and Proofs carefully before approval.

This includes checking:

  • spelling;

  • names;

  • initials;

  • numbers;

  • logo design;

  • colours;

  • wording;

  • approximate size;

  • positioning; and

  • garment details.

Once a Proof has been approved, we are entitled to rely on that approval when producing the Order.

If completed Goods materially match an approved Proof, we will normally be unable to provide a refund or replacement solely because the Customer later notices an error that was clearly visible in the approved Proof.

This does not remove any statutory rights that cannot legally be excluded.

17. COLOUR VARIATIONS

Embroidery thread, garment colours and print colours may not appear exactly the same as colours displayed:

  • on a monitor;

  • on a mobile phone;

  • in a photograph;

  • in a printed brochure; or

  • in digital Artwork.

Garment dye batches may also vary slightly.

Minor reasonable colour variations are not normally considered faults.

If an exact colour specification is essential, the Customer should discuss this with us before placing the Order.

18. PERSONALISATION POSITIONING

Embroidery and printing are physical production processes.

Minor reasonable variations in:

  • positioning;

  • alignment;

  • dimensions; and

  • appearance

can occur between garments.

The same logo may also look slightly different on different garment sizes because the dimensions, seams and construction of each garment differ.

Minor production tolerances will not normally constitute a fault where the finished Goods materially match the agreed specification.

19. WASHED OR WORN GOODS

If you believe Goods are faulty, please contact us before continuing to use or wash them where reasonably possible.

We may be unable to accept responsibility for deterioration caused by:

  • failure to follow care instructions;

  • washing at excessive temperatures;

  • unsuitable tumble drying;

  • bleach;

  • harsh chemicals;

  • unsuitable industrial laundering;

  • ironing directly over decoration where prohibited;

  • misuse;

  • abrasion; or

  • ordinary wear and tear.

This does not affect rights relating to genuine defects.

20. CUSTOMER-SUPPLIED GARMENTS

Where we have agreed to embroider or print garments supplied by the Customer, we will exercise reasonable care and skill.

Certain garments or materials may carry additional risks during personalisation.

These can include:

  • waterproof garments;

  • coated fabrics;

  • delicate fabrics;

  • unusual materials;

  • products containing complex seams or zips; and

  • products not designed for the relevant decoration process.

Where a problem arises solely because of an inherent characteristic or incompatibility of a Customer-supplied garment and we exercised reasonable care and skill, we may not be responsible for replacing the underlying garment.

Customers should tell us before production if an item is particularly valuable, unusual or difficult to replace.

21. CANCELLING A PERSONALISED ORDER BEFORE PRODUCTION

If you wish to cancel or change a personalised Order, please contact us immediately.

We will try to help where possible.

However, depending on the stage reached, we may already have incurred costs relating to:

  • garments;

  • supplier orders;

  • embroidery setup;

  • digitisation;

  • Artwork preparation;

  • printing setup;

  • personalisation; or

  • production.

Business Customers may remain responsible for reasonable costs already incurred in accordance with our Terms & Conditions.

Consumer cancellation rights will apply in accordance with applicable law.

22. EXCHANGES

Where an exchange is agreed for a non-personalised product, the replacement item may be:

  • sent after the original product has been received and checked; or

  • handled through a refund and new Order,

depending on the circumstances.

Any additional price difference or agreed delivery cost may be payable.

Personalised products cannot normally be exchanged unless faulty, incorrect or otherwise subject to applicable statutory rights.

23. HOW TO REQUEST A RETURN

Before sending Goods back, please contact us at:

hello@monkeybusinessworkwear.co.uk

Please provide:

  • your full name;

  • Order number;

  • items you wish to return;

  • reason for return; and

  • photographs where the item is faulty, damaged or incorrect.

We will provide the appropriate return instructions.

Please do not send returns to our registered office unless we have specifically instructed you to do so.

24. REFUND PROCESSING

Once a return has been received and inspected, we will confirm the outcome where appropriate.

Approved refunds will normally be returned to the original payment method unless another method is agreed or legally required.

Banks and payment providers may take additional time to display the refund after we have processed it.

25. PROOF OF PURCHASE

We may reasonably ask for proof of purchase so that we can identify the Order.

Suitable evidence may include:

  • Order confirmation;

  • invoice;

  • receipt;

  • payment record; or

  • other information which enables us to identify the transaction.

26. SALE AND PROMOTIONAL ITEMS

Consumer statutory rights apply equally to discounted or sale Goods.

A product being sold at a reduced price does not remove rights relating to faults unless the relevant defect was specifically brought to the Customer's attention before purchase in circumstances where the law permits this.

Change-of-mind returns for Business Customers remain subject to this Policy regardless of whether Goods were purchased at full price or as part of a promotion.

27. REFUNDS ARE NOT LIMITED TO STORE CREDIT

Where a Customer has a legal right to a monetary refund, we will not require the Customer to accept store credit instead.

Where no legal refund right exists, we may occasionally offer:

  • store credit;

  • an exchange; or

  • another goodwill solution

at our discretion.

Any goodwill solution does not create an obligation to provide the same solution in another case.

28. ABUSE OF THE RETURNS PROCESS

We reserve the right to investigate suspected fraudulent or abusive return claims.

This may include circumstances involving:

  • deliberately damaged Goods;

  • Goods not purchased from us;

  • false claims of non-delivery;

  • substituted products; or

  • other fraudulent conduct.

Nothing in this section affects legitimate statutory rights.

29. RELATIONSHIP WITH OUR TERMS & CONDITIONS

This Policy should be read alongside our Terms & Conditions of Sale.

Where there is any inconsistency, applicable law will take precedence.

Nothing in either document excludes or restricts rights that cannot lawfully be excluded.

30. CONTACT US

For all return, refund, exchange, fault or cancellation enquiries, please contact:

Monkey Business Workwear
A trading name of Active365 Learning Group Limited

Email: hello@monkeybusinessworkwear.co.uk
Telephone: 07376 457815
Website: www.monkeybusinessworkwear.co.uk

Registered office:
8 Mercia Business Village
Torwood Close
Westwood Business Park
Coventry
England
CV4 8HX

Company number: 17363516
Registered in England and Wales

© Active365 Learning Group Limited trading as Monkey Business Workwear. All rights reserved.