Last updated: 22/06/2026

At uBrand, the majority of our products are custom-branded or personalised to your specifications. Because these items are produced specifically for you and cannot be resold, our returns policy reflects the nature of custom-made goods. Please read this policy carefully before placing an order.

Custom & Personalised Products

As our products are branded or personalised to your requirements, we are unable to accept returns, cancellations, or offer refunds for custom or personalised products once production has begun, except where the items are faulty, damaged, or not as described (see below).

Once you have approved your artwork or product proof and production has started, your order cannot be cancelled or amended.

Artwork & Proof Approval

For custom orders, we provide a digital proof for your approval before production begins. It is your responsibility to check this proof carefully, including spelling, layout, colours, logo placement, and dimensions.

Once you approve a proof, that approval is final. We cannot accept returns or offer refunds for errors (such as spelling mistakes or design issues) that were present in the proof you approved. If you do not respond to a proof within five (5) working days, it may be treated as approved so we can meet production timelines.

Please note that minor variations between the final product and your proof, such as slight differences in shade, colour, logo rendering, or dimensions, are a normal part of the printing process and are not considered defects.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or differs materially from the agreed specification, we will put it right.

To make a claim, you must:

• Inspect your order on delivery and contact us within 5 working days of receiving it
• Email us at aiden@ubrand.ie with your order number and clear photographs showing the issue
• Keep the items unused and in their original condition, we cannot accept claims for items that have been used, washed, decorated further, or combined with other products

Once we have verified the issue, we will, at our discretion, arrange a replacement, reprint, or refund as appropriate. Where a refund or replacement is agreed, the affected items may need to be returned to us first.

Order Quantities

Due to standard manufacturing tolerances in the promotional products industry, delivered quantities may vary by up to 5% above or below the quantity ordered. Variations within this range are normal and are not considered a shortage or defect. You will only be charged for the quantity supplied.

Non-Custom / Blank Products

For any standard, non-personalised items purchased in their original condition, you may return them within 14 days of delivery for a refund, provided they are unused, unmarked, and in their original packaging. Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.

Cancellations

• Before artwork approval / production: orders may be cancelled or amended, contact us as soon as possible.
• After artwork approval / once production has begun: orders cannot be cancelled, as materials and production time have already been committed.

Shipping Costs

Shipping charges are non-refundable except where an item is faulty, damaged, or incorrect, in which case any associated return shipping will be covered by us.

How to Contact Us

For any returns query, email aiden@ubrand.ie with your order number, and we will respond within 2–3 working days.

This policy does not affect your statutory rights under applicable consumer law. Goods made to your specification or clearly personalised are exempt from standard change-of-mind cancellation rights under EU and Irish consumer law, but your rights in respect of faulty or misdescribed goods are unaffected.