Terms and Conditions – Guilford Custom Prints

   1. Introduction

Welcome to Guilford Custom Prints. These Terms and Conditions constitute a legally binding agreement between you ("the customer," "you," or "your") and Guilford Custom Prints ("we," "us," "our," or "the Company"). They govern your access to and use of our services, including but not limited to ordering, production, purchase, and delivery of custom-printed apparel, personalised gifts, and any related goods or services offered through our website, physical location, social media platforms, or direct communications. By accessing our services or placing an order with us, you acknowledge that you have read, understood, and agreed to be bound by these terms in full.

These Terms and Conditions are in place to protect both the customer and the business and to ensure that all transactions are conducted fairly, transparently, and in compliance with all applicable laws and regulations. If you do not accept these Terms in full, you must not proceed with the purchase or use of our products or services. Any continued use of our services constitutes acceptance of these terms. We reserve the right to amend, update, or modify these Terms and Conditions at any time without prior notice. It is your responsibility to review the most recent version of the Terms prior to placing any new order. Any changes will be effective immediately upon posting on our website or other official channels.

2. Order Process and Custom Production

All of our products are made to order, which means they are uniquely crafted according to the specifications and instructions you provide at the time of purchase. This includes but is not limited to your choice of text, artwork, fonts, colours, sizing, item types, design placement, and overall aesthetic direction. Once an order is submitted and the production process begins, the order becomes final and is generally not subject to change or cancellation due to the personalised nature of the items.

You are solely responsible for verifying that all submitted information is correct prior to final approval. We are not liable for any typographical errors, design inaccuracies, low-resolution images, or incorrect sizing submitted by the customer. Any requests for adjustments after the order has entered production may be declined or may result in additional costs. We are under no obligation to modify or cancel an order once materials have been purchased or production has commenced. In the event we are able to accommodate a change, additional turnaround time and associated fees may apply.

We may provide a digital or physical proof/mock-up for your review upon request or for larger orders. It is your responsibility to review all proofs thoroughly. Approval of any design proof constitutes your agreement that the layout, spelling, colours, and design are accurate. Any errors identified after approval are not the responsibility of Guilford Custom Prints. Additionally, we reserve the right to refuse orders that are unclear, infeasible, unsafe, or in violation of our content or copyright policies.

3. Copyright, Intellectual Property, and Legal Use

At Guilford Custom Prints, we uphold strict compliance with UK and international intellectual property laws, including but not limited to the Copyright, Designs and Patents Act 1988. As such, we will not reproduce, print, or distribute any material that infringes on the intellectual property rights of a third party. This includes but is not limited to registered trademarks, copyrighted images, licensed logos, brand names, famous artwork, celebrity likenesses, television and film characters, sports team emblems, and any content subject to proprietary rights unless explicit, written permission is provided by the rights holder.

By placing an order with us, you affirm that you either own the rights to the submitted design or have obtained full legal authorisation to use it. You agree to indemnify and hold harmless Guilford Custom Prints, its employees, contractors, and affiliates from any legal claims, liabilities, damages, or costs (including legal fees) resulting from copyright infringement, trademark violations, or the misuse of any protected content provided by you. We reserve the right to request documentary evidence of ownership or permission prior to accepting or proceeding with any order. If such evidence is not provided within a reasonable timeframe, the order may be cancelled without liability on our part.

We maintain a zero-tolerance policy for any unauthorised or illegal use of protected intellectual property. If we determine, at our sole discretion, that submitted content may infringe on the rights of others, we may refuse or cancel the order and, if necessary, report the incident to the proper legal authorities or rights owners. Guilford Custom Prints also reserves the right to retain a record of the submitted material for legal compliance and evidence, and will fully cooperate in any investigation related to intellectual property violations.

4. Customer Content Responsibility and Submission Standards

You are solely responsible for the content you submit to us for use in the production of your order. This includes ensuring that all images, text, designs, slogans, and artwork meet acceptable quality standards, are legally permissible, and comply with all applicable laws. You must ensure that any images or files submitted are high resolution, suitable for print, and free from malware or corruption. If you submit low-quality images or files that are blurry, pixelated, or otherwise unsuitable, the final product may reflect those issues, and we will not be liable for dissatisfaction caused by user-submitted content.

In addition, you agree not to submit any content that is unlawful, abusive, defamatory, obscene, pornographic, threatening, harassing, or otherwise offensive, nor any content that promotes hate speech, violence, or discrimination based on race, gender, religion, nationality, disability, sexual orientation, or age. We reserve the right to reject or remove any design that we believe violates these standards, at our sole discretion and without prior notice. Orders containing such content may be cancelled, and no refund will be issued for work already undertaken.

If your submitted content includes the likeness of any individual, you affirm that you have obtained all necessary permissions to use that person’s image, especially for commercial or public purposes. You also grant Guilford Custom Prints a limited, royalty-free license to use the content you submit—including text, images, and artwork—for the purposes of producing your custom order. Additionally, unless you notify us otherwise, you acknowledge and agree that we may use images and designs of the completed product, which incorporates your submitted content, in our marketing and promotional materials. This includes but is not limited to use on our website, social media platforms, printed advertisements, and digital portfolios. In all such cases, we will take reasonable steps to remove or obscure any personally identifiable or sensitive information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you object to your design or finished product being used for marketing purposes, you may email us with a written request, and we will ensure your order is excluded from promotional use.

5. Product Quality, Colour Accuracy, and Tolerances

At Guilford Custom Prints, we are committed to delivering high-quality, professionally finished products. We use industry-standard equipment, inks, vinyl, sublimation, and garment materials to ensure optimal outcomes. However, due to the nature of printing on physical materials—including textiles, ceramics, and other substrates—minor variations in colour, alignment, finish, or sizing may occur and are considered standard within the industry.

Printed colours may differ slightly from what is displayed on your screen due to differences in monitor settings (such as brightness, contrast, or colour calibration), as well as the natural absorption characteristics of different materials. While we strive to match digital mock-ups as closely as possible, exact colour matching cannot be guaranteed. We encourage customers to request physical proofs or samples for large-volume orders where colour precision is critical.

In terms of garment sizing, we use standard UK sizing for all garments. All garment measurements are approximate and may vary slightly due to manufacturer tolerances, with a typical allowance of +/- 2.5 cm considered industry standard. It is the customer’s responsibility to carefully consult these sizing guides before placing an order, as we will not be held responsible for sizing issues once an item has entered production. We do not accept returns, exchanges, or issue refunds for dissatisfaction related to fit or size if the correct item was supplied. Additionally, minor shifts in design placement—up to  2cm—may occur due to heat application or manual finishing processes, and these are not considered defects.

6. Returns, Refunds, and Faulty Items

Due to the bespoke nature of our custom products, returns and refunds are generally not accepted once production has begun or the item has been delivered, except in cases where the product is demonstrably faulty, damaged in transit, or contains an error directly attributable to our team. This policy ensures fair treatment while acknowledging the unique, one-off nature of each customised item that cannot be restocked or resold.

To request a refund or replacement, you must contact us within seven (7) calendar days of receiving your order. You will be required to submit photographic evidence clearly showing the fault or damage, along with your order number and a description of the issue. Where appropriate, we may request that the faulty item be returned to us for inspection before issuing a resolution, we will provide instructions for return shipping. All returns must be received in unused, unwashed condition in original packaging. Refunds or replacements will only be processed once we have verified the fault and received the returned goods if applicable.

We are not responsible for errors arising from incorrect information supplied by the customer (such as misspelled names, wrong dates, poor-quality images, or incorrect garment sizing). Likewise, we do not issue refunds for dissatisfaction with subjective aspects of the design once approved by the customer, including layout choices or colour preferences that differ from digital previews. Our decisions regarding refunds and replacements are final and made in good faith based on evidence provided.

7. Turnaround Times and Delivery

Estimated turnaround times are communicated at the point of order and are based on typical production and delivery schedules. While we strive to meet or exceed these timelines, they are not guaranteed and are subject to change due to production demands, material shortages, courier delays, seasonal volume spikes, acts of God, or other circumstances beyond our control. We recommend placing orders well in advance of deadlines, particularly for event-specific items or holiday periods.

You are responsible for ensuring that the delivery address provided is accurate and that someone will be available to receive the package. If a parcel is returned to us due to an incorrect or incomplete address, or failure to collect it from a designated pickup location, additional shipping fees may apply for redelivery. Once a parcel leaves our facility, it is the responsibility of the courier. We do not accept liability for loss, theft, or delay during transit, although we will support you in submitting tracking requests or claims with the courier service if needed.

If an order is returned to us marked as undeliverable, we will contact you to arrange redelivery. Unclaimed returned orders will be held for 30 days, after which we reserve the right to dispose of or repurpose the item without further notice. Please note that delivery delays do not entitle customers to compensation, refunds, or cancellations if the order was dispatched within the original processing window.

8. Limitation of Liability

To the fullest extent permitted by UK law, Guilford Custom Prints shall not be held liable for any direct, indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to loss of profits, revenue, data, or business opportunities, arising out of or related to your use or inability to use our products or services. This includes cases involving delays, dissatisfaction, or errors where our liability is limited to the cost of the original order.

Our liability shall not exceed the value of the order placed and confirmed with us. This limitation applies regardless of the cause of action, whether in contract, tort (including negligence), or otherwise, even if we have been advised of the possibility of such damages. We accept no liability for issues stemming from customer error, improper product care, or unauthorised alterations to the product after delivery. Customers assume full responsibility for verifying design details and following care instructions provided with each product.

9. Original Designs, Copyright Ownership, and Usage Rights

All original designs, templates, digital assets, and layouts created by Guilford Custom Prints during the course of fulfilling your order—whether conceptualised from scratch or significantly transformed from a brief—remain the exclusive intellectual property of Guilford Custom Prints unless expressly transferred in writing. This includes but is not limited to illustrations, vector files, design compositions, typographic treatments, and unique layout arrangements developed by our team. We reserve the right to reuse, modify, or repurpose such materials for future work or promotional purposes unless otherwise agreed in advance through a separate commercial licensing agreement.

When you commission a design that includes our creative input, you are purchasing a physical product that incorporates our creative labour, not the design files or associated intellectual property rights unless such a transfer is explicitly included in your order contract. Redistribution, replication, or reproduction of our designs in digital or printed form outside the agreed scope of the original order is strictly prohibited. Unauthorised commercial use of our designs may result in legal action and the pursuit of damages under applicable copyright law.

Customers seeking exclusive ownership or licensing of a design must negotiate this separately with us in writing prior to production. Requests to acquire editable design files or full ownership post-sale will be considered on a case-by-case basis and may incur additional fees depending on the design’s complexity and intended usage. Unless exclusivity is formally granted, Guilford Custom Prints retains the right to feature the design (with any identifying personal information removed) in marketing, social media posts, online galleries, and promotional materials, unless you submit a written request to opt out.

10. Privacy, Data Handling, and Communications

Guilford Custom Prints is committed to maintaining the highest standards of data protection in compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all applicable privacy legislation. Any personal data you provide to us—including name, address, email, phone number, payment information, and design files—will be collected, stored, and processed solely for the purposes of fulfilling your order, processing payments, communicating updates, or responding to queries. We do not sell, rent, or disclose your personal information to third parties except where required by law or necessary for service delivery (e.g., payment gateways, couriers, or IT systems under strict confidentiality).

All digital communication, including email and messaging apps, is stored in accordance with industry-standard encryption and retention policies. Payment details are processed through secure third-party providers that are PCI-DSS compliant. We do not store full payment credentials on our servers. You have the right to access, rectify, or request deletion of your data at any time by contacting us in writing, subject to our legal obligations and accounting record-keeping duties.

From time to time, we may send you marketing or promotional emails related to Guilford Custom Prints’ products, offers, or updates. You may unsubscribe at any time by notifying us directly via email.

Additionally, we reserve the right to photograph and use images of completed custom products created by Guilford Custom Prints for marketing, promotional, and portfolio purposes. These images may be shared on our website, social media channels, printed materials, or other advertising platforms to highlight the quality and variety of our work. We are committed to protecting customer privacy at all times, and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, any personally identifiable or sensitive information will be removed or obscured prior to publication unless we have received your explicit permission to include it.

If you would prefer that your custom product not be used in this way, you may object at any time by emailing us with your request. Once we receive your objection, we will ensure your order is excluded from any marketing or promotional use going forward.

 

11. Governing Law and Jurisdiction

These Terms and Conditions and any contractual or non-contractual disputes arising from them are governed exclusively by the laws of England and Wales. This includes interpretation, enforcement, and any legal proceedings related to your order, our services, or your use of our website. Any disputes not resolved through informal negotiation shall be subject to the exclusive jurisdiction of the courts of England and Wales.

This jurisdiction clause applies regardless of the location from which you access our services, where you place your order, or where delivery is made. If any part of these Terms and Conditions is found to be unenforceable under applicable law, that portion shall be deemed severed, and the remaining provisions shall remain in full force and effect. The failure by us to enforce any right or provision under these Terms does not constitute a waiver of that right or provision unless agreed in writing.

We reserve the right to bring legal proceedings in other jurisdictions should it be necessary to protect our intellectual property rights or enforce payment obligations, especially in cases involving cross-border or international disputes.

12. Dispute Resolution and Final Provisions

We value our customer relationships and will always endeavour to resolve any concerns or disputes amicably through open and constructive communication. If you are dissatisfied with a product or service, please contact us promptly to allow us the opportunity to investigate and resolve the issue informally. Most concerns can be resolved without the need for formal escalation.

If an issue cannot be resolved through direct negotiation, you agree to consider mediation or alternative dispute resolution (ADR) as a first step before initiating legal proceedings. This approach supports quicker, lower-cost resolutions for both parties. You may also refer unresolved consumer complaints to an independent body such as the UK Alternative Dispute Resolution for Retail, where applicable.

These Terms and Conditions constitute the entire agreement between you and Guilford Custom Prints regarding the use of our services and supersede any prior communications, offers, or representations. No variation of these terms will be valid unless made in writing and signed by both parties. By placing an order or using our services, you confirm that you have read, understood, and agreed to be bound by these Terms and Conditions in their entirety.