Terms & Conditions

This agreement applies between you, the User of this Website and The Cap Factory, the owner of this Website. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of the Website. If you do not agree to be bound by these terms and conditions, you should stop using the Website immediately.

Return and Refund policy:

Due to the personalised nature of our goods we are unable to offer a refund if the product is not to your liking or you have changed your mind. If you have made an error we cannot re-work the item or re-use it and therefore cannot offer a refund or credit.

If the item is defective or we have made an error we will gladly either refund or replace the item if time permits. Please notify us within 3 days of arrival calling us on 01665 479466 or email info@thecapfactory.co.uk.


All prices are exclusive of VAT as we are not VAT registered.
Working days are Mon-Friday but do not include Bank Holidays.


We do our best to show accurate representation of the product. We try to achieve the most accurate image as possible.


Fabrics, threads and all other materials we use may vary slightly in colour on individual computer screens. We always try to achieve the best possible visual we can to the actual product but shades may vary slightly.


We will correct obvious grammatical errors, IE: your (you’re). If in doubt we will call or email you for confirmation.

We will not embroider hurtful/rude words but if this is for a special one off gift as a mick-take please email requesting this first. It will then be at our discretion but please be aware that we will not embroider anything that is deemed to incite racial hatred, or that is discriminatory or in breach of privacy.

If we have made an error:

Please could you contact us ASAP preferably accompanied with a picture of the error along with your order number. We will endeavour to send a replacement ASAP, normally this would be sent the same day as we get the notification, if received before 10.00am it will be shipped that day.
Please accept there is still a human element to our service.

Goods arriving damaged:

This is rare but if you could send a picture of the product and it’s packaging would help to solve the problem, email to info@thecapfactory.co.uk.

Intellectual Property:

  1. All Content included on the Website, unless uploaded by Users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of The Cap Factory, our affiliates or other relevant third parties. By continuing to use the Website you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other relevant laws.
  2. Subject to sub-clause 3 below, you may not reproduce, copy, distribute, store or in any other fashion re-use material from the Website unless otherwise indicated on the Website or unless given express written permission to do so by The Cap Factory.
  3. Material from the Website may be re-used without written permission where any of the exceptions detailed in Chapter III of the Copyright Designs and Patents Act 1988 apply.