Terms & Conditions

About these terms

These terms apply to every quote, order and purchase made through Custom Patch House ("we", "us"), whether placed through this website, by email, by phone or over WhatsApp. Placing an order means you accept them.

We may update these terms from time to time. The version published on this page at the moment you place an order is the version that applies to that order.

Quotes and orders

A quote is an estimate based on the specification you give us — patch type, size, quantity, embroidery coverage, backing and border. If any of those change, the price changes with them.

Quotes are valid for 30 days unless we state otherwise. Material costs move, and a quote older than that may need to be reissued.

An order is confirmed when you approve the digital proof and payment terms are agreed. Until that point, nothing is in production and nothing is charged.

Our standard minimum order is 25 pieces. Smaller runs are sometimes possible by arrangement and are quoted individually.

Artwork, proofs and approval

You are responsible for having the right to use the artwork you send us. By submitting a design you confirm that you own it, or that you have permission from the owner to have it reproduced. We do not check ownership of logos, emblems, insignia or trademarks, and we are not liable for claims arising from artwork supplied to us.

We reserve the right to decline artwork we believe infringes a third party's rights, or that is unlawful or offensive.

Before production we send a digital proof showing the design at size with thread colours marked. Approving that proof is your confirmation that the spelling, dimensions, colours, backing and border are correct.

Once a proof is approved and production begins, the order is non-refundable. This is because every patch is manufactured to your specification and cannot be resold. Errors that appear on the approved proof are not grounds for a remake at our cost.

What we can and cannot reproduce

Embroidery is a physical process with limits that printing does not have. Text below 5mm in the finished size may not be legible. Gradients are reproduced as bands of flat thread colour rather than smooth transitions. Thread colours are matched to the closest available shade in our palette, which is very close but rarely an exact match to a printed or on-screen colour.

Slight variation between pieces in a run — in colour, in placement of up to a few millimetres, and in the size of a finished patch — is normal in manufacturing and is not a defect.

Payment

Payment terms are confirmed with your quote. Unless agreed otherwise, orders are paid before production begins.

Prices quoted exclude shipping, and exclude any import duties, customs charges or local taxes payable in the destination country. Those are the responsibility of the recipient.

Production and delivery times

Standard production and delivery takes approximately 20 to 30 days from approval of the digital proof. Express production is available on request and typically takes 10 to 14 days.

These timeframes are estimates, not guarantees. They begin at proof approval, not at the date of enquiry, and they do not include delays caused by customs, courier disruption or events outside our control.

If a delivery date is critical to you, tell us before you order so we can confirm in writing whether it is achievable.

Shipping, loss and damage

We ship worldwide using established courier partners. Risk passes to you on delivery to the address you supply.

Please give us a complete and accurate delivery address. We cannot be responsible for orders delayed or lost because of an incorrect or incomplete address.

If an order arrives damaged, tell us within 7 days of delivery and include photographs so we can take it up with the courier.

Faults, remakes and refunds

If your patches arrive with a genuine manufacturing fault, or do not match the proof you approved, contact us within 14 days of delivery with photographs. Where the fault is ours we will remake the affected pieces at our cost, or refund them.

We cannot offer refunds or remakes for: errors that were present on the approved proof; a change of mind after production has started; normal manufacturing variation as described above; or damage caused by incorrect application, ironing onto an unsuitable fabric, or laundering against our guidance.

Use of finished work

We may photograph finished patches and use those photographs in our portfolio, website and social media as examples of our work. If your design is confidential, or you would rather we did not, tell us when you order and we will exclude it.

Limitation of liability

Our liability in connection with any order is limited to the value of that order. We are not liable for indirect or consequential losses, including lost profit, lost business or costs arising from a missed event date.

Nothing in these terms limits liability that cannot lawfully be limited.

Governing law

These terms are governed by the laws of the State of Texas, USA, and any dispute will be dealt with by the courts of that jurisdiction.

Contact

Questions about these terms can be sent to info@custompatchhouse.com or +1 (972) 447-7381.