Terms & Conditions
Last updated: 19 September 2026
1. About us
Prime Promo Gear is operated by Prime Promo Gear Ltd, registered in England and Wales under company number 17397732. Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Website: primepromogear.co.uk.
Customer support: [email protected]. The registered office is not a returns address unless we expressly confirm otherwise.
2. Scope
These terms apply to consumer purchases made directly through our website. Separate B2B / Wholesale Terms apply where you buy wholly or mainly for business purposes. Marketplace orders may also be subject to the marketplace's terms, but mandatory consumer rights are not reduced by those terms.
3. Products and descriptions
We take reasonable care to describe products accurately. Colours may vary between screens and production batches. Natural leather, fabrics, embroidery thread and printed decoration can show minor variations that are inherent in the material or production process.
The product page or written quotation identifies whether the item is standard, personalised or made to individual specifications.
4. Personalised and standard products
A product does not become legally personalised merely because we manufacture or decorate it after the order. Standard unpersonalised products are treated separately from products made to your personal specifications.
Examples of genuine personalisation can include your logo, name, unique artwork, individual measurements, bespoke patch design, custom text or a configuration made specifically for you. We will identify personalisation before you place the order.
5. Artwork and approvals
For personalised products we may request artwork, measurements, spellings, colours or placement instructions. You are responsible for checking these details carefully.
Where we provide a proof, production may begin after your approval. Approval confirms the content, spelling, layout and other details shown on the proof, subject to reasonable production tolerances.
6. Orders and contract formation
Placing an order is an offer to buy. We will send an acknowledgement. A contract is formed when we send an order confirmation accepting the order, unless the checkout clearly states another acceptance point.
We may refuse or cancel an order before acceptance for reasons such as unavailability, an obvious pricing error, failed payment, suspected fraud, unlawful or infringing artwork, or inability to fulfil the requested specification. Any captured payment for an order we do not accept will be refunded.
7. Prices and payment
We show the total price as clearly as reasonably possible before purchase. We include calculable mandatory charges in the price information before you place the order.
Delivery charges, taxes and any other mandatory amount we collect will be disclosed before you place the order. VAT treatment depends on our VAT status, the product, sales channel and fulfilment route.
8. Delivery and fulfilment
The relevant product page, written quote or order confirmation gives the applicable production and delivery estimate. If a date is essential, contact us before ordering.
We will deliver UK consumer distance-sale goods within 30 days unless you agree to a different delivery period. We will contact you if a material delay occurs.
We may fulfil orders ourselves or through approved manufacturing, print-on-demand, embroidery, print, patch or logistics partners. This does not remove our responsibility to you as the seller for direct website orders.
9. Cancellation of standard goods
UK consumers normally have 14 days after receiving eligible standard goods bought online to tell us they wish to cancel, followed by a further 14 days to return them.
You may inspect goods as you reasonably would in a shop. We may make a lawful deduction where handling beyond that level has reduced the value of the goods.
10. Personalised/custom-made cancellation exception
The statutory change-of-mind cancellation right normally does not apply to goods made to your personal specifications or clearly personalised. This can include custom logo embroidery, printed names, bespoke patches and made-to-measure products.
This exception does not remove rights where goods are faulty, not as described or otherwise fail to conform to the contract.
11. Returns, faults and remedies
Our Returns & Refunds Policy forms part of these terms. Faulty or misdescribed goods are handled under applicable consumer law. We do not use short reporting deadlines to remove statutory rights.
12. Customer-supplied intellectual property
If you supply a logo, image, text, trademark or design for custom production, you confirm that you have the necessary rights or permission for us to use it to fulfil your order.
We may refuse artwork we reasonably believe is unlawful, infringes third-party rights, is deceptive, hateful or otherwise inappropriate for production. This does not make us responsible for verifying every customer's ownership claim.
13. Promotions and reviews
Promotional prices and discount codes may have additional stated conditions. We show the conditions and mandatory charges that apply to a promotion before purchase.
Reviews must reflect genuine experiences. Incentivised reviews must be clearly disclosed and are not required to be positive.
14. Website use and security
Do not misuse the website, attempt unauthorised access, introduce malicious code or use the service for unlawful activity. Keep your account credentials secure.
15. Liability
Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or breach of statutory consumer rights.
For consumers, we are responsible for foreseeable loss caused by our breach or failure to use reasonable care and skill, subject to mandatory law.
16. Complaints
Contact [email protected]. See our Complaints Handling Policy. This does not affect rights to seek independent advice or use available court or dispute-resolution procedures.
17. Governing law
These terms are governed by the laws of England and Wales. Consumers may also benefit from mandatory protections of the country in which they live. Jurisdiction rules that cannot lawfully be excluded continue to apply.
18. Legal seller
Prime Promo Gear Ltd trading as Prime Promo Gear
Company number: 17397732
Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Registered in England and Wales
Email: [email protected]