Refund Policy

At Careline Direct, every item is individually personalised and made to order. Because of the custom nature of our products, we are unable to offer refunds or exchanges for change of mind, ordering errors (such as incorrect spelling or design choices), or if you decide you no longer want the item after ordering.

Please carefully check all personalisation details before placing your order.
We will embroider exactly what is entered at the time of ordering, and we cannot accept responsibility for any mistakes provided by the customer.

Faulty or Damaged Items

We take great care to ensure your item is made to the highest standards. In the rare event that your item arrives damaged or defective, or if your order does not arrive, we will happily replace the item or issue a refund.

If you believe your item is faulty or damaged, please contact us within 14 days of receiving your order with:

• Your order number

• A clear description of the issue

• Photographs showing the problem

Please visit our Contact Us page for ways to get in touch. We will assess each case individually and work to resolve the issue as quickly as possible.

Non-Returnable Items

Due to hygiene reasons and the personalised nature of our products, we cannot accept returns on:

• Personalised embroidered items (unless faulty)

• Items that have been worn, used, or washed

Refunds

If a refund is approved, it will be processed to your original payment method.
Please note it may take several business days for the funds to appear in your account, depending on your bank or card provider.

Shipping Issues

If your parcel is delayed or lost during delivery, please contact us so we can investigate with the courier.
We are not responsible for incorrect delivery addresses entered at checkout, so please double-check your shipping information before placing your order.