Returns & Refunds

 

Last updated: 9 November 2026

We're proud of our patches and hope you love them. If something isn't right, here's how we'll sort it. This policy applies to customers buying as consumers. It doesn't affect your legal rights.

Changed your mind?

You can cancel your order for any reason within 14 days of the day you receive it.

  1. Tell us within 14 days. Email info@trailstitch.co.uk with your name, order number and the items you're returning. A short message is enough, or you can use the cancellation form at the bottom of this page.

  2. Send the items back within 14 days of telling us, to: Trail Stitch, Wyverne Newport, Chapel Hill, Berkeley, GL13 9PY. We recommend using a tracked service and keeping your proof of postage.

  3. We'll refund you within 14 days of receiving the items back, or of you sending us proof that you've posted them, if that's sooner.

What we refund: the price of the items plus the original standard delivery charge. If you cancel only part of an order, we refund the delivery charge only if you return everything. If you chose a more expensive delivery option, we refund only the cost of our cheapest standard option. Refunds go back to the payment method you used.

Return postage: you are responsible for the cost of returning items you've changed your mind about. We don't refund return postage for change-of-mind returns.

Condition: please look after the items while they're with you and return them in the condition you received them. You're welcome to unpack and inspect them as you would in a shop. If an item has been used or handled more than that (for example, stuck onto a headliner so the hook backing is worn or full of fibres), we may reduce your refund to reflect the loss in value.

Faulty, damaged or wrong item?

If an item arrives faulty, damaged or isn't what you ordered, email info@trailstitch.co.uk with your order number and a photo of the problem.

  • Within 30 days of delivery you can choose a full refund, or a replacement if we have stock.

  • After 30 days we'll offer a repair or replacement, or a refund if that isn't possible or doesn't fix the problem.

  • We cover the return postage for faulty, damaged or incorrect items. We'll tell you how to send them back, or we may not need them back at all.

Small variations in colour, thread and finish between batches are a normal part of the weaving process and aren't faults.

These rights come from the Consumer Rights Act 2015 and are in addition to your right to change your mind.

Wholesale and business orders

This policy doesn't apply to wholesale or stockist orders. Returns for those are covered by the terms agreed with you.

Cancellation form

If you'd like to use it, copy this into an email to info@trailstitch.co.uk:

To TRAIL STITCH LTD, Wyverne Newport, Chapel Hill, Berkeley, GL13 9PY, info@trailstitch.co.uk:
I hereby give notice that I cancel my contract for the sale of the following goods: [items]
Ordered on [date] / received on [date]
Order number: [number]
Name: [your name]
Address: [your address]
Date: [date]