By ordering from TEC Promotions you are acknowledging and agreeing to the following Terms and Conditions. Basic terms and conditions These terms and conditions will apply to any and all contracts between The Embroidery Company Ltd T/A TEC Promotions (“TEC Promotions” or “Us” or “We”) and its customers (“The Customer” or “You”). TEC Promotions is a trading name of The Embroidery Company Ltd. Registered in England and Wales No. 4790257. VAT Registration Number 897400886. TEC Promotions can be be contacted with by phone on 01730 268884 or via email at info@tecpromotions.co.uk. We will contact You using a means of communication provided to Us at the point of ordering, usually via phone, or via email. Written forms of communication referred to in these terms and conditions will also relate to emails. TEC Promotions reserves the right to refuse or cancel any order place online, via email or over the phone. Any dispute relating to these terms and conditions relating to the contract between TEC Promotions and the Customer shall be dealt with under English law. These terms and conditions do not, in any way, affect The Customer’s statutory rights. Payment Prices shown on www.tecpromotions.co.uk are exclusive of VAT Prices shown on TEC Promotions quotes are exclusive of VAT Our standard payment terms are payment on approval, which means 100% payment up front at the point of ordering and accepting your order. TEC Promotions accepts payment via most commonly used debit and credit cards TEC Promotions accepts payments via BACS for business customers Ownership of goods will not pass onto The Customer until such time as full payment has been made. Full payment is recognised as receipt of cleared funds for the whole order relating to the goods and/or services provided. Credit terms are possible for business customers, at the discretion of TEC Promotions and if given are a maximum of 10 working days (14 days calendar days). If any other payment arrangement is made this will be on an order by order basis and must be confirmed by TEC Promotions in writing. All payments must be cleared funds before we will book your order into our production schedule. Any outstanding payment will delay your order. We will not book your order in to our production schedule without your order first being paid for, unless otherwise agreed, or if your payment terms have been previously agreed to be anything other than payment on approval. Turnaround Times If any part of the order is changed or amended by The Customer, TEC Promotions reveres the right to amend or update the scheduled turnaround time. Our standard turnaround times range from 5 – 14 working days. We always try our best to get orders completed as soon as possible and if you have a deadline in mind, please let us know and we will try to accommodate this when possible. For offline orders, on every quote/ invoice there is a “Customer Due Date” field. At the point of quoting this is an estimated completion date and can change depending on when a quote gets fully confirmed and paid for. When a quote/order is fully confirmed and paid for we will usually update the Customer Due Date field to be inline with our turnaround times. Turnaround times are always our best estimate on when we can complete an order and are subject to change. We will contact you if an order is going to be completed later than the estimate Customer Due Date. Turnaround time starts when the order is fully confirmed and paid for (unless any other specific agreement has been made). The sooner order details can be confirmed and the order paid for, the sooner we can fit the job into our production schedule and start processing the order. Quote Accuracy & Approval (for offline orders) Our quoting/ invoicing system is online based meaning we can make changes in real time to any quote or invoice sent to the customer. Any quote/ invoice link sent by us either comes directly from our online system (sent either via email or text message), or is embedded directly into an email. Each quote/invoice has a unique URL meaning the most up to date version of the quote/ invoice is always accessible using any of the quote/ invoice links sent by us. By confirming that the contents of any quote(s) we send to you are correct, you accept responsibility for the accuracy of the specific information outlined within it/them. We cannot be held responsible for any details which are incorrect, but get confirmed. Please make sure you double check all quote/invoice details carefully. If any quote is accepted by any means, you are confirming that all the details are correct, and you are giving consent for us to proceed onto the next stages of production. You also understand that any changes or amendments made, after confirming any quote, may not be possible. Human error can happen but every care is taken to ensure the highest levels of accuracy. Sometimes information can be misunderstood and/or errors such as typos, incorrect visual proof information and incorrectly assigned sizes do slip through the net. It is ultimately down to the customer/ person approving the quote to verify that 100% of the information is correct. All prices quoted are valid for 30 days. Artwork Accuracy & Approval If any artwork/proof(s) are accepted by any means, you are confirming that all the details are correct, and you are giving consent for us to proceed onto the next stages of production. You also understand that any changes or amendments made, after confirming any artwork/proof(s), may not be possible. Visual Proofs Visual proofs are not necessarily supplied for every order. TEC Promotions reserves the right to produce visual proofs at their discrection. If a visual proof/ multiple visual proofs are created, this/ they must be approved in writing, preferably via email to TEC Promotions. If you would like a visual proof and one has not been supplied, please bring this to the attention of TEC Promotions as early in the ordering process as possible. Order details for which an associated visual proof has not been created, which contain any error(s) for any reason, is the sole responsibility of the customer. TEC Promotions is not liable to replace, reproduce or compensate for any and all reasons. Order details for which an associated visual proof has been created, which contain any error(s) for any reason, is the sole responsibility of the customer. TEC Promotions is not liable to replace, reproduce or compensate for any and all reasons. Visual proofs are strictly for representation purposes only. Although every attempt is made to accurately portray the final design/layout, the final product may differ from the visual proof. TEC Promotions outlines key information which is required to be checked before visual proof approval. This is explained on every visual proof document. Any information or details which is/are incorrect, but gets confirmed, is the sole responsibility of the customer, whether directly prompted to be checked by TEC Promotions or otherwise. Visual proofs are not supplied as standard for orders containing items supplied by the customer. Rush Order Fees We do not currently offer rush orders for orders placed online at www.tecpromotions.co.uk. For orders placed offline, our rush order fees are as follows: 1-2 working days guaranteed, from order confirmation (depending on stock availability, our current schedule, artwork confirmation, quote confirmation, payment of invoice) would be +50% of the total invoice amount. This option is available for collection only. 3-5 working days guaranteed, from order confirmation (depending on stock availability, our current schedule, artwork confirmation, quote confirmation, payment of invoice) would be +25% of the total invoice amount. Any additional guaranteed turnaround under our standard 10 working days would be +10% of the total invoice amount, (depending on stock availability, our current schedule, artwork confirmation, quote confirmation, payment of invoice). Rush orders are not always possible. All rush orders are considered on a case by case basis. Delivery times and costs Delivery timescales are usually agreed at the point of quoting and our standard delivery method is courier delivery (next working day delivery after order completion). Once orders are collected by our courier of choice, we cannot be held responsible for any late deliveries, lost package(s), damaged package(s) or any other unforeseen circumstance as a result of a courier company. Our best efforts are made to ensure there are no issues, but once orders leave our premises timely delivery is out of our control and we are relying on the chosen courier. Changes and Amendments All changes or amendments must be made in writing, preferably via email, to TEC Promotions as quickly as possible. Any and all changes and/or amendments must be requested as quickly as possible. Once orders have been approved, it might not be possible to change certain elements of the quote/ invoice/ order details. If you decide to change garments after stock has been ordered, this may incur a 20% restocking fee (based on the quantity blank piece price of garments). Additional charges such as a courier delivery charge for us to return the items to our suppliers may also be charged. If production has started and you decide to change information, you will be required to cover the quantity blank piece price of any garments or items that have already been customised (i.e. printed, embroidered or any other form of customisation), plus any labour fees charged at £30.00+VAT per hour (minimum charge 1 hour labour) and any material costs which would need to be discarded. Artwork Positioning, Tolerances and Sizing/ Resizing Every effort is made to locate artwork in the correct position, orientation or alignment. Some elements of the customisation process are completed manually, to the best of our ability, and we, therefore, cannot guarantee artwork is positioned exactly in the same position on each and every garment. If a design is required in a specific position this must be made clear to TEC Promotions, in writing, before any quote and/or invoice is approved. As standard, artwork which is to be printed and/or embroidered onto different sized garments is not adjusted based on the given size of the garment. If this is a desired requirement, this must be made clear to TEC Promotions, in writing, before any quote and/or invoice is approved. Whether this is possible or not, is judged on a case by case basis and is ultimately down to the discretion of TEC Promotions. Additional fees may apply. Any positioning that is queried after an order is place, or after quote/ invoice confirmation or job completion, is subject to review by TEC Promotions. This must be done firstly by TEC Promotions requesting images of the item(s) in questions and then subsequent reviews may be required by returning the physical garments back to TEC Promotions where a decision will be made. If the positioning tolerances fall within our acceptable parameters, TEC Promotions cannot be held responsible for any positioning which is deemed to not be correct by The Customer or end user. Based on the customisation method (e.g. embroidery or print) there are acceptable tolerance levels for artwork/design sizing. We reserve the right to adjust any artwork/design by what we believe to be an acceptable margin (usually around 20% plus or minus of any design size), without the need for express consent from the customer. Re-sizing of print artwork can be done without any additional artwork fee. Re-sizing of embroidery artwork, if outside of approximately 20% plus or minus of any design (judged on a case by case basis), may incur either an edit digitisation fee (pricing based on complexity of edit), or a new digitisation fee (£20.00+VAT). An example of a chargeable new digitisation fee, for a design currently saved on file with TEC Promotions: The customer wanting to embroider a design that has been previously digitised and has been saved on file for a left breast (approximately 10cm wide), as a back design (approximately 25cm wide). Due to the increased stitched count needed for the larger design, a full new digitisation would be required and would be charged for. Artwork File Types Artwork should be supplied to us in the highest resolution possible. The accepted file types for uploaded files are .ai, .eps, .pdf .jpg, .png The maximum file size per uploaded file is XXmb Artwork Fees For all new printing artwork (i.e. that which is not currently saved on file with us) there is a one time artwork set up fee of £10.00+VAT. This is a one off cost for us to convert the supplied file into a print ready production file. If using the same logo/ design/ text but in multiple sizes, this will incur a set up fee for each size If artwork is supplied to us in a low resolution, in a file type we cannot open and/or work with or in any other way which we determine not to be acceptable for any process a £20.00+VAT artwork charge may be applied. This decision is ultimately down to our discretion. Artwork Policy TEC Promotions reserves the right to refuse, reject or request amendment from The Customer if any provided, or uploaded files and/or artwork include or feature, but not limited to, any of the following: Intellectual property (IP) infringement Swear words or foul language Explicit or implicit sexual content and/or nudity Violent images Promoting violence Hate speech Hate symbols Drug usage Depending on the individual requirement, TEC Promotions will decide which customisation print process to use in the production process. The Customer has no rights to reject, refuse or return goods based on the print process used. The Customer must supply artwork of good enough quality to be used for the relevant customisation process. The customer has no rights to reject, refuse or return goods which are deemed to have poor quality artwork. This covers any and all eventualities where TEC Promotions has contacted The Customer about artwork or artwork quality. Although every effort is made is reproduce artwork as accurately as possible, we cannot guarantee exact colour matches with either the embroidery or print customisation methods. The Customer has no rights to reject, refuse or return goods due to colour variation, if this falls within TEC Promotion’s acceptable tolerances. Acceptable colour tolerances are at the sole discretion of TEC Promotions. Customisation locations shown on www.tecpromotions.co.uk are for reference purposes only. Exact positioning of customisations are at the discretion of TEC Promotions. The Customer has no rights to reject, refuse or return goods which are deemed to be positioned in correctly. TEC Promotions has sole discretion of the parameters of correctly positioned customisations. If TEC Promotions needs to make edits or amendments to any supplied files or artwork, to make them suitable for any customisation process, it is The Customer’s responsibility to check this and make sure they are happy for the artwork to be used in the production process. TEC Promotions doesn’t accept responsibility for artwork which is supplied or uploaded, but which has errors. TEC Promotions cannot be held responsible for any accidental changes to artwork, which occur in any part of the production process Embroidery Digitisation Fees For all new embroidery designs (i.e. those which are not currently saved on file with us) there is a one time embroidery digitisation fee of £20.00+VAT. This is a one off cost for us to convert the electronic version/supplied file of your logo/ design/ text into a stitch ready format. If using the same logo/ design/ text but in multiple sizes, this will incur a digitisation fee for each size. There is roughly 15% to 20% +/- scalability of embroidery files, however, the decision for separate digitisation for re-sized logos/edited logos, is ultimately down to our discretion based on our knowledge of stitch count, stitch density, garment type and any other variable factors relating to the embroidery of any logo/ design/ text. Information Accuracy Please be aware that colours shown or depicted on TEC Promotions’ website, specifically relating to the representation of garment colours, may not always exactly match the physical product. Whilst every effort is made to portray an accurate representation of colours, we cannot be held responsible for differences in product images, colour images, colour thumbnails, colour selection icons, from that of any and all physical products or items. Washing and Garment Care We aim to include a garment care guide with all ordered, however, on the occasion that this is not included, we recommend the following washing/ care instructions: Wash inside out Do not bleach Wash at 30 degrees Do not tumble dry Do not iron on print or embroidery Any issues, defects, damages and/or any other actions or processes that do not follow, or are caused by not following, our washing and care instructions are not the responsibility of TEC Promotions under any circumstances. Garment Manufacturing Defects While every care is taken to ensure that all items that we supply are free from things such as, but not limited to: dust, marks, stains, defects, tears, holes, size discrepancy, incorrect labelling, loose stitching etc, as we do not manufacture the base garments ourselves we rely on manufacturer(s) to ensure the highest level of accuracy and cleanliness directly from factory. Any obvious removable marks will be taken care of by us in house, however, we cannot be held responsible for any of the above issues which we cannot easily spot and remove, or any of the above issues which are missed by us. Packaging As standard all of garments are folded in bundles, usually by size, but this is not always possible. They are then packaged into either our paper or polythene bags or, into cardboard boxes, containing any relevant job notes or information, our garment care and washing instructions card and any additional marketing materials. If you would like your products packaged in any other way, this must be brought to our attention before an order is placed so we can make the correct arrangements. Our standard cost for re-packaging/ re-bagging garments is £0.20+VAT per item, if this is required. This would be for a standard plastic polythene garment bag. Additional charges may be incurred for any re-packaging or re-bagging which is not done with standard packaging supplies or materials. Cancellations, Returns, Refunds and exchanges In this section the terms “Customisation” or “Bespoke customisation” relate to the personalisation of goods, by TEC Promotions, using methods such as, but not limited to, embroidery, printing, badging, sewing. Any goods or services that are sold by TEC Promotions, which include any bespoke customisation are not subject to be returned. Any goods or services that are sold by TEC Promotions, which include any bespoke customisation are not subject to be cancelled once confirmed and/or once any element of the production process has begun. Any goods that are sold by TEC Promotions, which include any bespoke customisation, which are ordered in the incorrect size by the customer, are not subject to be returned. For goods which are deemed as faulty by the customer, TEC Promotions must be notified in writing, preferably via email, within 14 working days from the point of order completion. Each instance will then be assessed on a case by case basis and further investigation may be required to ascertain the cause of any perceived fault. Goods which are damaged as a result of any and all influences outside of the control of TEC Promotions; which can include, but are not limited too: tearing, cutting, scoring, stitching coming loose, discolouration, shrinkage, incorrect washing, tumble drying, ironing, high levels of heat, bleaching, wear and tear are not subject to be returned. Incorrect items as a result of any mistake made by The Customer, at the point while ordering at www.tecpromotions.co.uk, for any reason, are not subject to be returned once payment has been made and the ordering process has been completed. Incorrect items as a result of any mistake made at the point of quoting (for offline orders), either by the customer or TEC Promotions for any reason, are not subject to be returned once quotes and/or orders have been confirmed by the customer. As outlined in our Garment Manufacturing Defects section: Any obvious removable marks will be taken care of by us in house, however, we cannot be held responsible for any of the issues outlined in the Garment Manufacturing Defects section which we cannot easily spot and remove, or any of the same referenced issues which are missed by us. If goods are deemed to be returnable by TEC Promotions after investigation, a replacement, exchange or refund will be offered to the customer. Each case will be treated individually and dealt with at the discretion of TEC Promotions. Samples All items must be returned to us within 10 working days of the collection/ delivery date, unless otherwise agreed. Samples must be returned in the same condition as received (e.g. unwashed, undamaged, unworn (apart from trying on, if applicable)). Any tags/ labels still attached and any packaging or bagging returned in a useable condition. Any samples which are not returned to us within this timescale are subject to charge. An invoice for the unreturned samples may be issued, to the value of 50% of the total quoted cost of any quote/ invoice, at the discretion of TEC Promotions. The price(s) shown on any accompanying quote are/is the amount(s) that charges will be based upon should goods not be returned to us by the specified return date. The only exception to this are any specific prices which have been separately agreed or quoted by TEC Promotions. Items Supplied by Customers We do not accept items supplied by customers as standard, however, exceptions can be made at the discretion of TEC Promotions. If you supply garments to us for customisation, you are assuming all responsibility for them and understand that unavoidable errors or machinery malfunctions, causing items supplied by customers, to us, to be damaged in any way, will not be replaced by TEC Promotions under any circumstances. We are not responsible for replacing any items supplied by customers that are damaged, lost, destroyed, or otherwise not returned to the customer as a result of a production error. It is ultimately down to the discretion of TEC Promotions to decide whether any items supplied by customers are suitable for customisation. Handling charges for items supplied by customers may incur. Marketing, advertisements and social media Unless expressly communicated to TEC Promotions in writing, TEC Promotions reserves the right to use images of customer garments and artwork (this includes but is not limited to: embroidered logos, designs and text, Printed logos, designs and text, any other form of decorated and/or personalised logos, designs or text. Any garments either supplied to or supplied by TEC Promotions), in any marketing materials, advertisements and/ or social media channels. For more information please contact us. Copyright With any and all orders placed with TEC Promotions the customer accepts sole responsibility for the copyright and reproduction of any and all images/designs/logos etc which are supplied to TEC Promotions. It is agreed that the person supplying any artwork is the owner and/or has the right to use any supplied files. TEC Promotions is not responsible, for any and all reasons, for verifying the validity of copyright.