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Customer Supplied Garments

Policy & Liability Waiver

Our Policy on Customer Supplied Garments

We're happy to embroider, print, or apply heat seal transfers to garments supplied by customers. However, there are some important points to be aware of before you proceed. Please read this document carefully.


Why we have this policy

When we decorate garments from our own suppliers, we know exactly how the fabric will behave — and if something goes wrong, we can replace the item at cost. When you supply your own garments, we lose that safety net. Embroidery needles, heat presses, and screen printing all carry a small but real risk of damage, and we want to be upfront about that before we start.


Conditions of Acceptance

We will only accept customer supplied garments where all of the following conditions are met:

Garment condition

  • Garments must be new and unworn

  • Garments must be unwashed — washing can affect how decoration adheres or stitches

  • All packaging, cardboard inserts, labels and stickers must be removed before drop-off

  • Garments must arrive unfolded and unbagged where possible

  • Where you're supplying multiple garments, they should be from the same batch and manufacturer to ensure consistent colour and finish


Fabric information required

You must provide the material composition of each garment (for example: 100% cotton, 65/35 polyester/cotton). This affects how we set up the decoration and may determine whether we can accept the job. We reserve the right to decline garments that are unsuitable for the decoration method requested.

Garment suitability

We will inspect all garments before accepting them for decoration. We reserve the right to refuse any garment we consider unsuitable — for example due to fabric type, construction, zips, badges, or other features that could interfere with the decoration process. Our decision is final.


Liability

This is the most important section. Please read it carefully.

By supplying your own garments, you are accepting that Colbrook Supplies Direct Ltd cannot be held responsible for any damage that occurs during the decoration process. This includes — but is not limited to:

  • Needle holes or puckering caused during embroidery

  • Marks, staining or scorching caused by heat pressing

  • Print adhesion failure on unsuitable fabrics

  • Damage caused by machine or human error during production

If your garment is damaged during production, we will return it to you with a full explanation. We will not replace the garment or reimburse you for its value.

This is why we always recommend sourcing garments through us where possible — we know our stock, we can replace it if needed, and you'll have complete peace of mind.

Surcharge

A handling surcharge of £5.00 per garment applies to all customer supplied garments, in addition to standard decoration charges. This covers the additional handling, inspection, and administration involved.