1. Overview
N1 Embroidery provides custom embroidery services for individuals, businesses, and events. By placing an order with us, you agree to these terms.
2. Orders & Artwork
All orders must be confirmed in writing. Artwork must be supplied in a suitable format. We offer digitisation and up to unlimited free edits.
2A. Material Suitability & Inspection
Material Requirements: Not all fabrics and materials are suitable for embroidery. Highly stretchy fabrics, loosely woven materials, unstable fabrics, or items with special coatings may not produce satisfactory results or may be damaged during the embroidery process.
Inspection Rights: We reserve the right to inspect all items before production begins. If we determine that materials are unsuitable for embroidery, we will:
Notify you immediately
Explain the concerns
Offer alternatives (if available)
Provide a full refund of any deposit paid if we cannot proceed
Material Recommendations: We recommend using stable, tightly woven fabrics such as cotton, polyester, or cotton-poly blends. If you are unsure whether your materials are suitable, please contact us before placing your order.
Right to Refuse: We reserve the right to refuse service on materials we deem unsuitable for embroidery. This protects both you and us from unsatisfactory results.
2B. Customer-Supplied Items
Your Responsibilities: When you supply your own garments or materials, you confirm that:
Items are new, clean, and in good condition
Items are suitable for embroidery (to the best of your knowledge)
You have checked items for defects before supplying them
You accept that we will inspect items and may refuse unsuitable materials
Our Responsibilities: We will:
Inspect your items upon receipt
Notify you of any concerns before starting production
Handle your items with reasonable care
Use appropriate embroidery techniques for the material type
Liability for Customer-Supplied Items: We are not liable for:
Pre-existing defects in supplied materials
Damage caused by material unsuitability or instability
Fabric shrinkage, colour bleeding, or other material-related issues
Minor variations in embroidery appearance such as colour bleeding, or movement of the embroidery due to fabric characteristics
We are liable for:
Damage caused by our negligence or improper handling
Errors in embroidery design or placement (when not caused by material issues)
Loss of your items while in our care
Material-Related Failures: If embroidery fails due to fabric instability or material characteristics (e.g., fabric moves during embroidery, material cannot hold stitches) that were not apparent during our inspection, we will:
Notify you immediately
Explain what occurred
Charge only for successfully completed pieces
Not charge for pieces that failed due to material issues
Offer guidance on alternative materials for future orders
Our Commitment to Fairness: We believe in treating our customers fairly. When fabric instability causes production failures despite our careful inspection and best efforts, we absorb the cost of failed pieces rather than passing it to you. This is our way of sharing the risk of unpredictable material behaviour. You only pay for embroidery that meets our quality standards.
High-Risk Materials: For materials we identify as potentially problematic during inspection, we may a "high-risk material premium" option:
We assess materials and identify potential risks
If materials appear challenging, we quote a premium rate (typically 20-30% higher)
The premium covers the additional risk and potential failures
If you choose to proceed at the premium rate, you pay for all pieces attempted (including any that fail)
This option is only offered when we can clearly identify risk factors during inspection
You always have the choice to: (a) proceed at premium rate, (b) proceed at standard rate with our fairness policy, or (c) supply alternative materials
This two-tier approach protects both parties: standard orders benefit from our fairness policy, while high-risk orders can proceed with clear expectations and appropriate pricing.
3. Payment
Full payment is required before production unless otherwise agreed. Prices are quoted in GBP plus VAT where applicable.
Payment for Partial Completion: If production cannot be completed due to material unsuitability discovered during production, you will be charged only for:
Successfully completed pieces (unless the premium rate offer has been accepted)
Any non-refundable costs already incurred (e.g., digitisation fees)
4. Turnaround & Delivery
Typical turnaround is 2–3 working days from artwork approval and material inspection clearance. We'll notify you of any delays. Delivery charges apply unless otherwise stated.
Material Inspection Timing: Turnaround time begins after:
Artwork is approved
Materials have been inspected and cleared for production
Any concerns about materials have been resolved
5. Cancellations & Changes
Orders can be cancelled or changed before production starts. Once production has begun, cancellations may not be possible and costs incurred will be charged.
Cancellation Due to Unsuitable Materials: If we determine materials are unsuitable and you choose not to proceed with alternatives, you will receive a full refund of any deposit paid. This is not considered a cancellation by you.
6. Returns & Faults
6A. Quality Standards & Defects Definition
What Constitutes a Defect: A defect is defined as:
Incorrect design or logo embroidered
Incorrect placement (outside agreed tolerance)
Broken, loose, or missing stitches due to our error
Damage to garment caused by our negligence
Significant deviation from approved sample or artwork
What Does NOT Constitute a Defect: The following are normal characteristics of embroidery and do not constitute defects:
Minor variations in stitch density or tension (within industry standards)
Slight variations in placement (within 5mm tolerance)
Minor puckering on lightweight or stretchy fabrics
Visible backing material on inside of garment
Slight colour variations between thread and digital artwork
Texture differences between embroidery and printed artwork
Minor variations between pieces in the same order
Material-Related Issues: Issues caused by material characteristics (fabric instability, poor quality, unsuitability) are not considered defects in our workmanship.
Returns & Fault Resolution
Custom items are non-returnable unless faulty (as defined above). Please notify us of any issues within 7 days of receipt.
Our Remedy Options: For genuine defects, we will (at our discretion):
Repair the affected item(s)
Re-embroider on replacement item(s) (if you supply them)
Provide a partial or full refund
Material-Related Failures: If issues arise from material unsuitability that was not apparent during inspection:
We will explain what occurred
We will not charge for affected pieces (under our standard fairness policy)
We cannot provide refunds for successfully completed pieces
We can offer guidance on suitable materials for re-orders
Note: If you proceeded with high-risk materials at a premium rate (as outlined in Section 2B), different terms apply as agreed at the time of order.
Photographic Evidence: Please provide clear photographs of any claimed defects to help us assess the issue and determine the appropriate remedy.
7. Intellectual Property
You must have the rights to use any artwork supplied. We are not liable for copyright infringement on supplied designs.
8. Events
For live embroidery events, a deposit may be required to secure your date. Final payment is due before the event. Travel within London zones 1–3 is included; additional charges may apply outside these areas.
Company-Supplied Items for Events: When we supply garments or materials for events, we guarantee that items are suitable for embroidery. Different liability terms apply compared to customer-supplied items.
9. Liability
Our Liability: We accept liability for:
Defects caused by our negligence or error
Damage to your items caused by our improper handling
Loss of your items while in our care
Failure to perform services with reasonable care and skill
Limitations on Liability: We are not liable for:
Indirect or consequential losses
Loss of profits or business opportunities
Issues arising from customer-supplied materials (as detailed in Section 2B)
Material-related failures that were not apparent during inspection
Delays caused by material unsuitability
Results on materials we advised against using
Maximum Liability: Our total liability for any claim is limited to the value of your order, except where:
Death or personal injury is caused by our negligence
Fraud or fraudulent misrepresentation occurs
Any other liability that cannot be legally limited
Customer-Supplied vs. Company-Supplied: Higher liability standards apply when we supply materials (e.g., for events) compared to when you supply materials.
10. Privacy
We respect your privacy and only use your data to process orders and communicate with you. We comply with UK GDPR requirements.
Photography: We may photograph completed work for portfolio and marketing purposes. If you do not wish your items to be photographed, please notify us before production.
11. Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
12. Consumer Rights
Your Legal Rights: These terms do not affect your statutory rights under the Consumer Rights Act 2015. Services must be:
Performed with reasonable care and skill
Completed within a reasonable time
Provided at a reasonable price (if not agreed in advance)
Unfair Terms: If any term is found to be unfair or unenforceable, it will be removed but the remaining terms will continue to apply.
13. Contact & Complaints
If you have any concerns about our service or wish to make a complaint, please contact us at [contact details]. We aim to resolve all issues fairly and promptly.
Complaint Process:
Contact us within 7 days of receiving your order
Provide clear description and photographs of the issue
We will investigate and respond within 5 working days
We will propose a fair resolution