Refund & Returns Policy – Personalised NHS Uniforms & Healthcare Workwear

At Careline Direct, we specialise in supplying personalised NHS uniforms, embroidered healthcare workwear, NHS fleeces, NHS hoodies, healthcare tunics, and custom embroidered clothing made specifically to your requirements.

As every personalised garment is individually embroidered to order, our Refund & Returns Policy differs from that of standard retail clothing.

We are committed to providing premium-quality personalised healthcare clothing together with excellent customer service and a fair, transparent returns process.

Personalised NHS Clothing

Most of our products are custom embroidered with names, departments, NHS Trusts, hospital departments, team names or logos.

Because every personalised garment is made specifically for you, we are unable to accept returns or offer refunds for:

• Change of mind
• Incorrect sizes selected when ordering
• Customer spelling or typing errors
• Incorrect department or NHS Trust information supplied
• Custom embroidery approved by the customer
• Personalised garments that are no longer required 

Please carefully check all spelling, embroidery details, garment sizes and delivery information before completing your order.

Our embroidery team will produce your personalised NHS clothing exactly as entered during checkout.

Faulty, Damaged or Incorrect Items

We carefully inspect every personalised NHS fleece, hoodie, polo shirt, tunic and healthcare uniform before dispatch.

If your order arrives:

• Faulty
• Damaged during delivery
• Incorrectly personalised due to our error
• Different from the item ordered

please contact us within 14 days of receiving your order.

To help us resolve the issue quickly, please provide:

• Your order number
• A description of the problem
• Clear photographs showing the fault or damage

Our customer service team will assess your claim promptly and arrange either:

• A replacement garment
• A repair where appropriate
• A full or partial refund where applicable

Non-Returnable Items

For hygiene reasons and because our garments are personalised, we cannot accept returns on:

• Personalised embroidered NHS uniforms
• Custom embroidered healthcare workwear
• Garments with embroidered names, departments or NHS Trusts
• Clothing that has been worn
• Clothing that has been washed
• Clothing showing signs of use
• Items damaged after delivery through misuse

This policy helps ensure every customer receives brand-new, professionally embroidered garments.

Refunds

If your refund is approved, it will be issued to your original payment method.

Please allow several working days for your bank or card provider to process the refund once it has been authorised.

If you have not received your refund after this period, please contact your payment provider before getting in touch with our customer service team.

Lost or Delayed Deliveries

If your personalised NHS clothing has not arrived within the expected delivery times, please contact us as soon as possible.

We will work directly with the courier to investigate any delayed or missing parcels and keep you updated throughout the process.

If a parcel is confirmed as lost, we'll arrange an appropriate replacement or refund where applicable.

Incorrect Delivery Addresses

Please ensure your delivery address is correct before completing your order.

Unfortunately, Careline Direct cannot accept responsibility for parcels sent to an incorrect address entered during checkout.

If you notice an error shortly after placing your order, contact us immediately. If your order has not yet been dispatched, we'll do our best to amend the delivery details.

Need Help?

If you have any questions about our Refund & Returns Policy, personalised NHS uniforms or healthcare workwear, our friendly customer service team is here to help.

Careline Direct

286 Devonshire Road

Blackpool

Lancashire

FY2 0TN

01253 508500

Our Commitment

At Careline Direct, we're committed to supplying premium-quality personalised NHS uniforms, embroidered healthcare workwear, NHS fleeces, NHS hoodies, and custom clothing that healthcare professionals can rely on.

Every order is produced with care, professionally embroidered and quality checked before dispatch to ensure you receive clothing that reflects the high standards of the healthcare profession.