Returns Policy

Every Customs by JM piece is handmade to a unique brief that you've approved. Because of this, our returns policy is different to a standard retail returns policy — but UK consumer law still protects you in the case of faults or defects.

Custom orders

Custom orders are bespoke goods. Under the Consumer Contracts Regulations 2013 (Schedule 3, paragraph b), bespoke goods are exempt from the standard 14-day right to cancel.

• You can cancel any time before you approve your design mockup. The £25 consultation fee is non-refundable; any production deposit is refunded in full.
• Once you approve the design, the order becomes final and is not eligible for a change-of-mind refund.
• If your piece arrives with a genuine defect, see "Quality defects" below.

Quality defects

We stand behind our work. If your piece arrives faulty — paint defects, manufacturing issues, transit damage — contact us within 7 days of delivery at hello@customsbyjm.co.uk with clear photos showing the issue.

We'll respond within 2 working days and offer one of the following, depending on the defect:

• Repair (usually possible for paint touch-ups and minor finishing issues)
• Remake (for serious paint failures or structural defects)
• Full refund (where repair or remake is impractical)

This is in addition to your statutory rights under the Consumer Rights Act 2015. Nothing in this policy excludes or limits those rights.

Items lost or damaged in transit

We use tracked courier services and your order remains our responsibility until it's confirmed delivered. If your tracking shows a problem or the package arrives visibly damaged, contact us within 48 hours and we'll raise a claim with the carrier and arrange a remake or refund.

Customer-supplied items

If you supplied your own trainer or jacket, we take reasonable care but cannot be held liable for pre-existing damage or wear that emerges during the work. Our liability in this case is limited to the work performed, not the replacement value of the item.

How to raise a return or complaint

Email hello@customsbyjm.co.uk with:

• Your order number (e.g. JM260001)
• Clear photos of the issue
• A short description of what's wrong

We aim to resolve all complaints within 5 working days of receiving your photos.