Refund policy
AlterFox – Return, Refund & Cancellation Policy
Last updated: 10 September 2026
This policy explains the cancellation, return and refund arrangements for goods and services supplied by Terri Hudson, operating under the trading name AlterFox (“AlterFox”, “we”, “us” or “our”).
AlterFox supplies a combination of personalised and made-to-order physical products, print and workwear, website and design services, and other digital business support.
Different cancellation and return rights may apply depending on whether you are purchasing goods or services and whether you are acting as a consumer or a business.
Nothing in this policy affects your statutory rights.
1. Personalised & Made-to-Order Goods
Many AlterFox products are created specifically to the customer's requirements. These may include:
- Personalised or branded workwear
- Printed clothing
- Business cards
- Flyers and leaflets
- Banners and signage
- Branded promotional products
- Products containing customer-supplied names, logos or artwork
- Other bespoke or made-to-specification products
Where goods are genuinely made to your specification or clearly personalised, the normal statutory right to cancel a distance-sale purchase simply because you have changed your mind will generally not apply.
This does not affect your rights where goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
2. Non-Personalised Goods
Where a consumer purchases eligible non-personalised goods at a distance, they will normally have the right to cancel the contract within 14 days after receiving the goods, subject to applicable exclusions.
You do not need to provide a reason for cancelling.
After notifying us of cancellation, eligible goods must normally be returned within a further 14 days.
Please contact hello@alterfox.co.uk before returning goods so that we can provide the appropriate return instructions.
Unless the goods are faulty or we have agreed otherwise, the customer is responsible for the cost of returning goods following a change-of-mind cancellation, provided this was communicated before the contract was entered into.
Where the statutory cancellation right applies, refunds will be processed in accordance with applicable consumer law, including applicable standard outbound delivery charges.
3. Faulty, Damaged or Incorrect Goods
If you believe an item is faulty, damaged, not as described or has been supplied incorrectly, please contact us as soon as reasonably possible after discovering the problem.
Email:
Please provide, where reasonably possible:
- Your name or business name
- Your order or invoice details
- A description of the problem
- Clear photographs showing the issue
- Any other information reasonably required to investigate the problem
We may ask you to stop using or washing an affected product while the issue is investigated where continued use could make assessment of the problem more difficult.
Depending on the circumstances and applicable legal rights, an appropriate remedy may include repair, replacement, repeat performance, price reduction or refund.
Consumers have statutory rights in relation to goods that are faulty, not as described or not fit for purpose. Nothing in this policy limits those rights.
4. Reporting Problems Promptly
We ask customers to inspect physical goods as soon as reasonably possible after delivery and to tell us promptly about any visible damage, missing items, printing errors or other concerns.
Prompt notification helps us investigate issues with production partners and delivery providers and may make it easier to determine what has happened.
However, our request that problems are reported promptly does not replace, restrict or shorten any statutory rights or legal time limits that apply to consumers.
5. Customer-Approved Artwork & Information
Where AlterFox provides a proof or mock-up for approval, customers are responsible for checking information that is reasonably apparent from that proof, including:
- Spelling
- Names
- Telephone numbers and contact information
- Dates
- Sizes and quantities
- Layout
- Logo placement
- Other customer-supplied information
AlterFox will not normally be responsible for an error that was clearly present in a proof and expressly approved by the customer before production.
This does not affect statutory rights where applicable.
6. Customer-Supplied Sizes & Specifications
For personalised workwear and other made-to-order products, customers are responsible for confirming the sizes, quantities and specifications required before production begins.
Where AlterFox has supplied the correct product in accordance with the customer's confirmed size and specification, we will not normally be able to accept a return simply because the customer subsequently decides that a different size or specification would have been preferable.
This does not affect rights relating to faulty, misdescribed or incorrectly supplied goods.
7. Damage After Delivery
AlterFox is not responsible for damage caused after delivery by misuse, accidental damage, failure to follow reasonable care instructions, normal wear and tear, or inappropriate washing, drying, ironing or other treatment.
Where a fault is reported, we may request photographs and information about the product and how it has been used or cared for so that we can reasonably investigate the cause.
Nothing in this section excludes liability for a fault that existed when the goods were supplied or otherwise restricts statutory consumer rights.
8. Please Do Not Attempt Repairs Before Contacting Us
If you believe a personalised or printed product is faulty, we ask that you contact AlterFox before attempting to repair, alter or modify the product yourself or arranging for somebody else to do so.
Unauthorised repairs or alterations can make it more difficult to assess the original problem and may affect the remedies available depending on the circumstances.
This does not remove any statutory rights that cannot legally be excluded.
9. Cancelling Personalised Orders Before Production
If you wish to cancel or change a personalised or made-to-order physical order, please contact us as soon as possible.
Where production has not yet begun and no non-recoverable costs have been incurred, we will consider whether the order can be cancelled or amended.
Once personalised production has begun, cancellation or changes may no longer be possible.
Any refund or charge following cancellation will depend upon the stage reached, costs already incurred and any applicable statutory rights.
10. Website, Branding, Design & Other Services
Cancellation rights for services differ from the rules applying to personalised physical goods.
Where a customer is acting as a consumer and enters into an eligible service contract at a distance, they will normally have a 14-day cancellation period beginning the day after the contract is made.
If you expressly request that AlterFox begins work during this cancellation period and subsequently cancel before the period expires, you may be required to pay a proportionate amount for services already supplied, where permitted by law.
Where a service has been fully performed during the cancellation period, the cancellation right may be lost where the required express request and acknowledgement have been obtained.
Business customers do not have the same statutory 14-day consumer cooling-off right. Cancellation arrangements for business projects will therefore be governed by the agreed quotation, project terms and our Terms & Conditions.
11. Problems With Services
AlterFox will provide services with reasonable care and skill.
If you believe there is a problem with a website, branding, design or digital service we have supplied, please contact us so that we can investigate the issue and, where appropriate, attempt to resolve it.
Where consumer law applies and a service does not conform to the contract, statutory remedies may be available.
Nothing in this policy restricts those rights.
12. Third-Party Costs
Some projects may involve third-party costs such as domains, website platform subscriptions, paid applications, stock assets, print production or other services.
Where a third-party cost has already been incurred specifically for a customer project, whether that amount can be refunded will depend on the circumstances, the third party's applicable terms and the customer's statutory rights.
Any non-refundable or non-recoverable third-party costs will be communicated where reasonably possible.
13. How Refunds Are Made
Where a refund is due, it will normally be made using the original payment method unless another method is agreed.
Refunds will be processed within the timescale required by applicable law.
Where an eligible distance-sale cancellation involves returned goods, statutory refund timescales may depend upon when the goods are received back or evidence of their return is provided.
14. Returning Goods
Please contact AlterFox before sending any goods back.
Our published correspondence address at 66 Paul Street, London is a virtual business correspondence address and should not be used for returns unless AlterFox specifically instructs you to do so.
We will provide the appropriate return instructions where a return is required.
Where goods are being returned because they are faulty, damaged, incorrect or otherwise do not conform to the contract, responsibility for reasonable return costs will be handled in accordance with applicable consumer law.
15. Contact Us
For cancellations, returns, faults or refund enquiries, please contact:
AlterFox
Business Operator: Terri Hudson
Email: hello@alterfox.co.uk
Telephone: 07458 156129
Correspondence Address: 66 Paul Street, London, EC2A 4NA, United Kingdom
Website: www.alterfox.co.uk
Please see our Terms & Conditions and Shipping & Delivery Policy for further information about orders, projects, approvals, production and delivery.