Terms and conditions

1. About us

This website and business are operated by Shiolou Group Ltd t/a Imprint Promotions (“Imprint Promotions”, “we”, “us”, “our”).

Registered in England and Wales. Company number: 12278147
Registered address: 29-31 Stoke Road, Slough, England, SL2 5AH
VAT number: 356151702
Email: sales@imprintpromotions.co.uk | Telephone: 01895 238675
Website: www.imprintpromotions.co.uk

2. Application of these terms

These Terms apply to all orders for goods and services placed with us, whether by email, by telephone or in person (including orders following a quote requested through our website), and to your use of our website. They apply to the exclusion of any other terms, including any terms contained in your order or purchase order.

By placing an order, you agree to these Terms. Any variation to these Terms is only valid if agreed in writing by a director of Shiolou Group Ltd. We are not bound by any statement, guarantee or representation made by our employees, agents or representatives unless it is confirmed in writing.

In these Terms, “you” or “the Customer” means the person or business placing the order. A “consumer” is an individual buying wholly or mainly for purposes outside their trade, business, craft or profession. Where a term applies differently to consumers, this is stated. Nothing in these Terms affects your statutory rights as a consumer.

3. Orders and contract formation

All orders are subject to acceptance by us. A contract is formed only when we accept your order. Acceptance occurs when we:

• issue written confirmation of your order (including by email), or
• commence production of your order.

Receipt of payment does not in itself constitute acceptance of your order. We reserve the right to decline or cancel any order before acceptance, including after payment has been received, in which case a full refund will be issued.

Once accepted, an order may only be changed or cancelled in line with clause 13 (Cancellations).

4. Prices

• All prices are in pounds sterling (GBP).
• Prices are exclusive of VAT and delivery unless stated otherwise.
• Prices for garments and products do not include decoration costs such as printing and embroidery. For personalised or decorated items, we will provide a quote for your requirements.
• Prices may change at any time before your order is accepted. The price confirmed on acceptance is the price you will pay.
• If we discover an obvious pricing error before your order is fulfilled, we will contact you. You may then proceed at the correct price or cancel for a full refund.

5. Payment

• Payment must be made in full before production begins, unless we have agreed in writing to invoice you. Orders will not be produced or dispatched until payment is complete or invoice terms have been agreed.
• Where we have agreed to invoice you, payment is due within 15 days of the invoice date. Late payments may incur interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• We accept payment by BACS and by the following cards: Visa, Visa Electron, Mastercard, Maestro, and American Express.
• We do not store any card or payment details you give us.
• Pro forma invoices can be issued in advance to allow payment by card or BACS.
• Invoice and credit terms are available only by prior written agreement and at our discretion.

6. Artwork and proof approval

Production will not begin until you have approved the artwork proof or digitised sample, where applicable.

You are responsible for checking that all artwork, spelling, lettering size, positioning, colours and design details are correct before approval. We are not responsible for any errors in artwork or digitising once approval has been given.

Once artwork or digitising samples are approved, no major amendments can be made. Changes requested after approval will be charged as follows:

• a significant change to your logo: £15.00 + VAT
• adding a name or lettering, or changing colours: £5.00 + VAT

If you require colours to be matched to the Pantone Matching System, you must supply the Pantone codes. Otherwise we will take colours from the profiles in your files, which can sometimes be inaccurate. We are not liable for colour mismatches where Pantone references have not been supplied.

7. Artwork and intellectual property

By supplying artwork, logos, text or designs, you confirm that:

• you own, or have permission to use, all materials supplied, and
• your designs do not infringe any copyright, trademark or other third-party rights.

We are not liable for any infringement arising from materials you supply. You agree to indemnify us against all costs, claims, liabilities and damages we may suffer or incur as a result of you using, reproducing or exploiting any intellectual property without the consent of its owner.

8. Set-up fees

Set-up fees on new orders, where applicable, are a one-off charge to cover labour and administration. All digital files, screens and embroidery digitising files we produce remain the property of Imprint Promotions and are not transferable.

9. Product specification and colour variation

• Sizes are approximate “to fit” sizes and are given as guidance only.
• Materials, proportions, colours and shades may vary slightly, including from digital proofs, on-screen images and previous orders. Garment colours on repeat orders may differ slightly from earlier batches due to manufacturer dye lots, and we cannot be held responsible for this.
• Decoration positioning may vary between garments by up to 25mm.
• Digital prints may show slight colour variation between garments of different colours, and between garments of the same colour within one print run. This is unavoidable on all current printing equipment. If your project cannot accommodate this tolerance, please contact us for advice on an alternative process.
• Printing inks will fade over time. The rate depends on factors such as washing temperature, number of washes and exposure to sunlight, and we cannot be held responsible for fading during normal use.
• All textile goods must be washed and cared for strictly in line with the care label instructions.
• We may make minor changes to product specifications where these do not materially affect the goods.

10. Garments and customer-supplied goods

Garments supplied by us have been tested for their stability through screen printing, embroidery, thermal printing and vinyl decoration, and for their overall quality. We take responsibility for processing the garments we supply without damage.

We accept no responsibility for damage to or loss of garments or items supplied by you. Decoration processes involve heat, pressure and machinery, which may affect such items. Examples of damage include, but are not limited to, changes in colour or shape caused by heat, or damage caused by machinery malfunction.

11. Delivery

• Delivery dates are estimates only. We will use our best endeavours to meet them but cannot guarantee to do so.
• If goods are out of stock, your order will be actioned as soon as they become available, and we will contact you with an approximate delivery date.
• Deliveries outside the UK mainland will incur an additional carriage charge, provided on request. Next day or other special delivery services will be charged at the current market rate.
• We will deliver as near to your premises as access allows.
• Any shortages or non-delivery must be reported by telephone within 3 working days of the delivery date and confirmed in writing within 5 working days, supported by the carrier’s delivery note.
• For business customers, delivery to an independent carrier counts as delivery to you, and we are not liable for any loss, damage or expense arising from delay in delivery.
• For consumers, if delivery is significantly late, your rights under the Consumer Rights Act 2015 are unaffected.

12. Ownership and risk

Ownership of the goods will not pass to you until we have received payment for them in full. For business customers, ownership also does not pass until you have paid all other amounts you owe us on any account.

We have the right to recover from you the cost of removal, return transport and any reduction in value of goods that have not been paid for in full.

If, before paying us in full, you contract to sell the goods to a third party in substantially the same form in which they were delivered to you, ownership of the goods and liability for payment shall pass from us to that third party once we have received payment in full.

Risk in the goods passes to you on delivery. For consumers, risk passes when the goods come into your physical possession or that of someone you have nominated.

13. Cancellations

We do not trade on a “sale or return” basis.

Personalised and decorated items

Items made to your specification, or that are custom decorated or personalised (including printing and embroidery), are made to order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, there is no right to cancel orders for personalised goods. Orders for these items cannot be cancelled once production has begun.

If we agree to cancel a decorated order before production begins, we may charge for any design work already carried out, including artwork, screen production and embroidery digitising, plus a restocking fee of up to 20% of the price of the garments.

Plain items: business customers

Cancellation of an order for plain items must be notified to us by email within 2 hours of order confirmation. Please state that you wish to cancel and include your full name, company name, address and order number. Cancellations after this time are at our discretion, and a restocking fee of up to 20% of the price of the items may be charged on any cancellation we accept.

Plain items: consumers

Consumers have the right to cancel an order for plain items, as set out in clause 14.

14. Returns of plain items

Consumers

Consumers can request a quote through our website but cannot buy online. If you are a consumer and place an order for plain items with us by telephone or email following a quote, rather than in person, and are not completely happy with them, you may cancel and return them within 14 days of the day after you receive them, without giving a reason.

• Tell us by email that you wish to cancel, including your full name, address and order number.
• Return the items within 14 days of telling us, unworn, unwashed and in their original packaging. Return postage is at your own cost and we recommend a “signed for” service.
• We will refund the price of the items and the standard delivery charge you originally paid, to your original payment method, within 14 days of receiving the items back (or proof that you have returned them).
• We may reduce your refund to reflect any reduction in value caused by handling the items more than was necessary to check them.

Business customers

Plain items may be returned within 14 days of receipt by prior agreement only. Items must be unworn, unwashed and in their original packaging, and returned at your own cost using a “signed for” service. Return carriage will not be refunded and a restocking fee of up to 20% of the price of the items may be charged. Goods returned without our permission will not be accepted.

All customers

Items made to your specification, or that are custom decorated or personalised, cannot be returned unless faulty.

15. Faulty goods and claims

• Please notify us in writing of any fault or defect as soon as possible, and in any event within 14 days of delivery for business customers.
• We may ask you to return the goods for inspection or for return to the manufacturer.
• Where goods are faulty, we will repair, replace or refund them at our discretion. For business customers, our liability is limited to this remedy, or to any sum or remedy we obtain under the manufacturer’s guarantee.

Nothing in these Terms affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015.

16. Limitation of liability

To the fullest extent permitted by law, we shall not be liable for:

• loss of profits, business, revenue or opportunity, or
• any indirect or consequential loss.

Our total liability in connection with any order shall not exceed the total value of that order.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law, including a consumer’s statutory rights.

17. Set-off and lien (business customers)

No payment may be withheld, and no counterclaim may be set off against any payment due under this or any other contract. We have a general and particular lien on all goods and property belonging to you that are in our possession or that of our agents, and we may sell such goods as your agent to reduce any debt you owe us.

18. Force majeure

We are not liable for any failure or delay in performing our obligations caused by circumstances beyond our reasonable control, or that of our suppliers, including labour disputes.

19. Website use

You agree not to:

• copy, reproduce or distribute website content without our permission,
• use automated systems, including bots or scraping tools, on our website, or
• interfere with the functionality or security of our website.

20. Data protection

We process personal data in accordance with our Privacy policy.

21. Severance

If any of these Terms, or any part of them, is found to be unenforceable or void, this will not affect the remaining Terms. The affected term will be replaced by a valid term that is as close as possible in effect to the original.

22. Changes to these terms

We may update these Terms from time to time. The latest version will always be available on our website. The Terms in force at the time you place your order will apply to that order.

23. Governing law and jurisdiction

These Terms, and any contract between us, are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

By placing an order with us, you confirm that you have read and agree to these Terms and Conditions.