Returns and Refunds Policy

Last updated: 16 September 2026

We want customers to be happy with their Patch Cellar purchases. This policy explains how to cancel an order, return standard products and report faulty or incorrect goods.

Nothing in this policy affects your statutory rights.

Change-of-mind returns

For standard, non-personalised products purchased online, you have the right to cancel without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order. After notifying us, you have a further 14 days to return the goods.

To request a return, email info@patchcellar.co.uk with:

• Your name
• Your order number
• The products being returned
• Confirmation that you wish to cancel and return them

We will provide the relevant return instructions.

Condition of returned products

You may inspect products as you would reasonably be allowed to do in a shop.

Returned products should be kept in their original condition where reasonably possible. We may reduce the refund if an item’s value has been reduced because it has been handled beyond what is necessary to inspect it.

Please package returned items securely.

Return postage

Customers are responsible for the cost of returning products when cancelling because they have changed their mind.

We recommend using a tracked service or obtaining proof of postage. Responsibility for a change-of-mind return remains with the customer until it reaches us.

If an item is faulty, damaged, incorrect or not as described, Patch Cellar will cover reasonable return costs where we ask for it to be returned.

Custom and personalised products

The change-of-mind cancellation right does not normally apply to products made to your specifications or clearly personalised.

This includes patches made with customer-supplied wording, names, logos, artwork, colours or individual design requirements.

Custom and personalised products can still be returned where they are faulty, damaged, not as described or do not match the design approved for production.

Faulty, damaged or incorrect products

If your order arrives faulty, damaged, incorrect or not as described, contact us at info@patchcellar.co.uk as soon as possible.

Please provide:

• Your name and order number
• A description of the issue
• Photographs of the product and packaging where appropriate

Depending on the circumstances and your legal rights, we will offer an appropriate repair, replacement, price reduction or refund.

Do not return a faulty or incorrect product before receiving return instructions from us.

Refund amounts

For a valid cancellation of an entire order, we will refund:

• The price paid for the returned goods
• The original standard delivery charge

If you selected a more expensive delivery method, we are only required to refund the cost of our standard delivery service.

When only part of an order is returned, the original delivery charge will not normally be refunded unless the returned item was faulty or incorrect.

For promotional orders, including Buy 2, Get 1 Free, refunds will be recalculated to reflect the products retained and the discount originally received.

When refunds are issued

We will issue an approved change-of-mind refund within 14 days of:

• Receiving the returned goods; or
• Receiving evidence that the goods have been sent back, if earlier.

Refunds will be made to the original payment method. Your bank or payment provider may require additional time to display the refund.

Return address

Do not send a return until you have contacted us and received return instructions.

Authorised returns should be sent to:

Patch Cellar
The Maltings
St James’ Road
Northampton
NN5 5HS
United Kingdom

Cancellation form

You may use the following form, although you do not have to:

To: Patch Cellar, The Maltings, St James’ Road, Northampton NN5 5HS
Email: info@patchcellar.co.uk

I give notice that I wish to cancel my contract for the following goods:

Order number:

Goods ordered:

Date ordered:

Date received:

Customer’s name:

Customer’s address:

Date:

Contact

Email: info@patchcellar.co.uk

Business: Phil Smith trading as Combat Cellar
Trading online as Patch Cellar