Refund policy

Returns & Refund Policy

We print, stitch and engrave to your approved proof, on a firm date. If something is wrong with what you receive, we fix it — the affected pieces, quickly, at our cost when the fault is ours. This page says exactly how.

Who This Policy Covers

BrandMe works mainly with businesses, clubs, schools and event organisers. The terms below apply to every customer. Where you are buying as a consumer (not for your trade, business or profession), nothing here reduces your rights under the Consumer Affairs Act (Cap. 378) and its regulations — see Consumers below.

The Proof Is the Contract

Nothing goes on press until you approve the proof. Once you approve it, we make what the proof shows: artwork, spelling, colours, placement, sizes and quantities. Please check all of it before you approve — after approval, changes are a new job.

On batch orders we make one physical sample first, so you approve the real thing, not a screen. That sample is the reference for the run.

Faulty or Wrong on Arrival

Report within 7 days. Check your order when you collect it or when it is delivered. If anything is faulty, damaged or does not match the approved proof, message us within 7 days with your order or quote number and a photo of the problem.

What we do: we remake the affected pieces on a new firm date, at our cost including delivery. Where a remake cannot put it right, we refund the affected pieces. A fault in a few pieces is fixed by remaking those pieces, not the whole run.

Worn or washed goods: garments that have been worn, washed or altered after collection or delivery cannot be returned or refunded. Check the run before it goes out to your team.

What Is Not a Fault

Garment decoration has working tolerances. These are not faults and are not grounds for a return:

  • Colours matched to the nearest available thread, ink or vinyl. A screen shows light; fabric shows pigment. On batch orders the physical sample is the colour reference.
  • Print or embroidery placement within 1 cm of the proof.
  • Shade and size variation between garment batches from the supplier, within the supplier's own tolerances.
  • Fine detail that we told you before approval would not hold at the chosen size.

Mistakes in Your Artwork or Approval

Your error: if a spelling, name, size or quantity was wrong in the artwork or proof you approved, the remake of the affected pieces is a new order at the normal price. Message us with your order number and the correction and we will quote it and give you a firm date.

Our error: if we printed or stitched something other than the approved proof, we remake the affected pieces free of charge, on a new firm date, and cover the delivery.

Cancellations

  • Before you approve the proof: cancel any time for a full refund.
  • After approval, before production starts: we refund the order less the cost of any garments already ordered for you from the factory and any artwork digitising or set-up work already done.
  • Once your order is on press or on the machine: it cannot be cancelled. Custom-decorated goods are made for you and cannot be resold.

Blank Garments & Samples

Blank, undecorated garments in unworn, unwashed condition with tags attached may be returned within 14 days of receipt. You cover the return postage unless the item is faulty or not what you ordered.

Printed or stitched samples are made to your artwork and cannot be returned. Go ahead with the bulk order and the sample cost comes straight off your invoice.

Consumers

If you buy as a consumer, you have a 14-day right to withdraw from the purchase of standard goods, such as blank garments, without giving a reason. This right does not apply to goods made to your specification or clearly personalised — printed, embroidered or engraved items — as set out in the Consumer Rights Regulations (S.L. 378.17). Your statutory rights in respect of faulty goods are not affected by anything on this page.

Refunds

Refunds go back to the original payment method within 5–7 working days of our confirming the refund or receiving the returned goods. Business customers may choose a credit against their next order instead. Delivery charges are refunded only where the goods were faulty, damaged or not as ordered.

What Happens Next?

  1. You message us with your order or quote number and, where relevant, photos.
  2. We confirm receipt within 1 working day.
  3. If eligible, we confirm the remake date, credit or refund within 3–5 working days.
  4. We tell you when remade pieces are ready for collection or out for delivery.

Orders Outside Malta

For orders delivered outside Malta, message us to agree the best remedy. In some cases this will be a partial refund rather than a physical remake and reshipment.

Our Promise

We stand by every piece that leaves the shop. If something is not right — even after the 7 days — tell us. If it is our fault we own it in the first sentence, and the fix comes with a new date.

Returns Address

BrandMe
7, Triq San Ġwann tal-Għorgħar
San Ġwann, Malta
Please agree the return with us first and include your order number with the goods.

Policy Notes

This policy does not affect your statutory rights. For full details, please see our Terms of Service.