Last updated: September 2026
This policy covers all orders placed through sailflags.co.uk. If you buy as a consumer, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 always apply. Nothing in this policy reduces them.
Please read it alongside our delivery and turnaround times and our colour matching and Pantone guide. Those pages explain in more detail how production, dispatch and colour reproduction work.
The short version
| Situation | What happens |
|---|---|
| You change your mind about a stock item | Tell us within 14 days of delivery, then return it within a further 14 days |
| You change your mind about a custom printed product | Not returnable, because it was made to your specification |
| An item arrives faulty, damaged or incorrect | Full refund within 30 days, or repair or replacement after that |
| Colours differ from your approved proof or swatch | Free reprint or full refund |
| The courier delivers a Priority order late | Shipping element may be refunded if you meet the conditions below. The 10% surcharge is not refunded. |
| Wrong address given, or no one available to accept delivery | Not treated as a late delivery, so nothing is refunded |
On this page
Changing your mind on stock items
Stock products can be returned if you change your mind. These include flag poles, bases, ground spikes, carry bags, accessories and ready-made feather flags. You have 14 days from the day you receive your order to tell us you want to cancel. After that, you have a further 14 days to send the items back.
Items should be unused and returned in their original packaging where possible. We refund the price you paid plus the cost of Standard delivery. If you chose Express or Priority, we refund only the Standard delivery rate,. The 10% Priority surcharge is not refunded.
You are responsible for return postage on change-of-mind returns. If an item has been handled beyond what is needed to inspect it, we may reduce the refund to reflect its lower value.
Custom printed and personalised products
Flags, banners, backdrops, gazebos and other products printed with your own artwork, logo or text are made to your specification. For that reason they cannot be returned or refunded for a change of mind. This does not affect your rights if the item arrives faulty, damaged, or different from the proof you approved.
Faulty, damaged or incorrect items
Check your delivery when it arrives
If a parcel is crushed, pierced or visibly damaged, either refuse it or sign for it as “unexamined”. Then contact us straight away on 01736 719111 or at [email protected]. Signing for a damaged parcel as received in good condition makes a courier claim much harder to win.
If an item has a manufacturing defect, is the wrong size, has been printed with the wrong artwork or isn’t what you ordered, email us your order number and clear photos. Please get in touch as soon as you can, ideally within 7 days of delivery. Reporting quickly means we can raise a claim with the courier and start a replacement without delay.
Within 30 days of delivery, you are entitled to a full refund for faulty goods. After 30 days, we will repair or replace the item first. If that isn’t possible or doesn’t fix the problem, you can claim a refund. We cover the cost of returning faulty or incorrect items.
Colour matching on printed products
Every custom order is printed against the proof you approve. We convert Pantone, CMYK or hex values to the closest achievable equivalent on the material you have chosen. How close that match can be depends on the material, its finish and the colour itself. Our colour matching guide explains why in full.
What is not a fault
These are characteristics of the printing process. They are not grounds for a reprint or refund:
- Differences between the colours on your screen and the finished product
- Variation in shade where we have matched to a Pantone, CMYK or hex value and no physical swatch was supplied
- Differences between items made from different materials using the same artwork, particularly dye sublimated fabric compared with printed PVC
- Colours outside the range four-colour printing can reproduce, including fluorescents, metallics and some highly saturated reds, oranges and violets. We will tell you in advance if we expect a colour to be difficult.
- Small shifts between repeat orders placed some time apart, or reordered on a different material or finish
When it is our error
We will reprint at no cost or refund you in full if:
- The goods clearly don’t match a physical swatch you approved
- The colours or artwork differ from your approved proof
- The print has a defect such as banding, smudging or patchy dye
Email photos taken in natural daylight, ideally next to your colour reference. Please do this before the item is used or installed, and ideally within 14 days of delivery.
Physical swatch matching
If your colour is critical, use our swatch matching service before you order. It takes 5 to 7 working days on fabric, on top of standard production time, so it cannot be combined with Express or Priority orders. Once you approve the printed swatch, it becomes the agreed colour standard for your order.
Ordering several items that need to match? Tell us they are a set and order them together. We will produce them in one run and check them side by side before dispatch.
Late deliveries
Our delivery times are measured from order to doorstep and include production. They assume you order before our 9am cut-off on a working day and approve your proof promptly. Late proof approval or artwork revisions move the delivery date back. Full details are on our delivery and turnaround times page.
| Service | Order to doorstep | If the courier delivers late |
|---|---|---|
| Standard | 7 to 10 working days | Delivery charge not refunded |
| Express | 3 to 6 working days | Delivery charge not refunded |
| Priority (UK mainland only) | 1 to 2 working days | Shipping element may be refunded if the courier caused the delay. The 10% surcharge is not refunded. |
Ordering for an event or deadline
All delivery times are estimates, and we do not guarantee delivery by a particular date. If you are ordering for an event or a fixed deadline, choose a faster service than you think you need and allow at least one working day of slack. Not sure which service is realistic for your date? Call us on 01736 719111 before you order and we will give you an honest view.
If your parcel is running late
Contact the courier first. Their details are in your dispatch email, and they hold the live tracking. Please let us know as well, particularly if you are working to a deadline. We will chase the delivery from our end, and where it makes sense we will look at reprinting and sending a replacement.
Standard and Express orders
Delivery times are estimates. If a Standard or Express order arrives after the estimated window, the delivery charge is not refunded. The Express charge pays for faster production, and that work is done as soon as your order enters the schedule.
Priority orders
Priority is charged as a shipping element plus a surcharge of 10% of the order value, as shown on our delivery page. The surcharge pays for moving your job to the front of our production schedule and the extra hours needed to turn it around. That work starts as soon as your order is placed, so the 10% surcharge is non-refundable.
A refund of the shipping element is not automatic. We only refund it when all of the following apply:
- You ordered before our 9am cut-off on a working day and approved your proof the same day
- The courier’s tracking shows the order was not delivered within the Priority timeframe
- The delay was caused by the courier, not by an incorrect address or no one being available to accept delivery
- You email [email protected] with your order number within 14 days of delivery
Where a claim is approved, we refund the shipping element shown on your order confirmation. The 10% surcharge is never refunded for a late delivery.
Incorrect addresses and missed deliveries
Please check your delivery address, contact name and phone number carefully before you complete your order. If a delivery is delayed or fails because the address you gave is incorrect or incomplete, or because no one is available to accept it, your order has not been delivered late. In that case we do not refund any delivery charge or Priority surcharge, and the late delivery cancellation rights described in this section do not apply.
If an order doesn’t arrive at all
If we have not delivered within 30 days of your order, you can cancel for a full refund. This does not apply where the delay is caused by incorrect delivery details or a missed delivery. Your statutory rights are not affected.
How to return an item
- Email us first. Send your order number, the items you are returning and the reason to [email protected]. Include photos for faulty, damaged or colour-related issues.
- Wait for our reply. We will send return instructions. Returns sent without contacting us first may take longer to process.
- Post your items to our returns address. For change-of-mind returns, we recommend a tracked postal service. Items remain your responsibility until they reach us.
Returns address
Sailflags
Unit 5 Nanturras Workshops
Goldsithney
Penzance
Cornwall
TR20 9HE
Refunds
We will email you when we receive your return and let you know whether your refund is approved. Approved refunds go back to your original payment method.
For change-of-mind cancellations, we refund within 14 days of receiving the goods back, or within 14 days of you providing proof of return if that comes sooner. For faulty items, we refund within 14 days of agreeing that you are due a refund.
Banks and card providers can take 3 to 5 working days to show a refund on your account. If it hasn’t appeared after that, contact your bank first, then email us at [email protected].
Sale and discounted items
Sale items carry the same rights as full-priced items. If you used a discount code, your refund will be the amount you actually paid.
Business customers
If you buy for a business, the 14-day cancellation right and some consumer protections do not apply. We will still put right any order that is faulty, damaged, incorrect, or clearly different from your approved proof. Please report problems within 14 days of delivery.
Cancellation form
You can cancel by emailing us or by using the form below. You don’t have to use this form.
To: Sailflags, Unit 5 Nanturras Workshops, Goldsithney, Penzance, Cornwall TR20 9HE, [email protected]
I hereby give notice that I cancel my contract of sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Signature (only if sent on paper):
Date:
Need help?
Questions about a return, a refund or an order that hasn’t arrived? Get in touch and we aim to reply within one working day.
For production times and cut-offs, see our delivery information. For advice on getting colours right before you order, read our colour matching guide.
