Terms of service

These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. Please read them before placing an order.

Master Merch is a trading name of Master Marketing & Print Limited, a company registered in England and Wales under company number 12767324, VAT number GB 353 6655 80. Our registered office is at 43 Earls Way, Durham, DH6 4BU, United Kingdom. You can contact us at info@master-marketing.co.uk.

In these terms, "we", "us" and "our" mean Master Marketing & Print Limited trading as Master Merch, and "you" means the person placing the order.

Last updated: 3 September 2026

1. These terms

By placing an order you agree to these terms. If you do not agree to them, please do not order from us. We may amend these terms from time to time; the version that applies to your order is the version published on this page when you placed it.

You must be at least 18 years old to place an order.

2. Our products

Most of what we sell is made to order and personalised — printed, embroidered or otherwise customised for you or for the creator, club, business or group whose store you are buying from. This affects your right to cancel; see section 7.

Please note:

• Images on our website are for illustration only. Because of screen and monitor differences, and because garments are dyed in batches, the colour of the item you receive may vary slightly from what you see on screen.
• Print position and size may vary slightly between items. Small variations are a normal feature of garment printing and are not a fault.
• Sizes vary between garment brands and styles. Please check the size guide on the product page before ordering.

3. Your order and how a contract is formed

Placing an order is an offer to buy. Our acknowledgement email confirms we have received your order, but it does not accept it. A contract comes into existence only when we send you an email confirming that your order has been accepted or dispatched.

If we cannot accept your order — for example because an item is out of stock, because we have identified an error in the price or description, or because we are unable to meet a deadline you specified — we will tell you and will not charge you. If you have already paid, we will refund you in full.

Because items go into production quickly, you should tell us immediately if you need to change or cancel an order. Once production has begun we may not be able to make changes.

4. Price and payment

Prices are shown on the product page in pounds sterling. Unless stated otherwise, prices shown to consumers include VAT at the applicable rate. Delivery charges are shown separately at checkout before you pay.

We take payment at the time you place your order. We accept the payment methods shown at checkout.

It is possible that, despite our best efforts, some products may be incorrectly priced. If the correct price is higher than the price shown, we will contact you before dispatch to ask whether you wish to continue at the correct price or cancel. We will not process your order until we have your instructions.

If you are buying as a business, different terms may apply and VAT will be shown separately.

5. Delivery

Delivery timescales are shown at checkout and in your confirmation email. Because items are made to order, the total time is the production time plus the shipping time.

We will deliver to the address you give us at checkout. Please check it carefully — we cannot be responsible for orders delivered to an incorrect address supplied by you.

If nobody is available at your address, the courier will leave a note explaining how to rearrange delivery or collect the parcel.

The products become your responsibility from the time we deliver them to the address you gave us. You own them once we have received payment in full.

If our supply of the products is delayed by an event outside our control, we will contact you as soon as possible and take steps to minimise the delay. You may contact us to end the contract and receive a refund for any products you have paid for but not received if the delay is substantial.

6. Artwork, logos and content you supply

This section is important. Where you supply artwork, a logo, a photograph, a name, a slogan or any other content to be printed, you confirm that:

• you own that content, or you have the permission of the person who does, to have it reproduced on the products;
• the content does not infringe anyone else's copyright, trade mark, design right, image rights or other rights;
• where the content shows an identifiable person, you have that person's permission; and
• the content is not unlawful, defamatory, obscene, discriminatory, threatening or otherwise objectionable.

You agree to indemnify us against any losses, costs, damages and expenses (including reasonable legal fees) that we suffer as a result of a claim that content you supplied infringes a third party's rights or breaches this section.

We may refuse or cancel any order, at our discretion, where we believe the content breaches this section. We will refund you in full if we do.

You keep ownership of your own artwork. You grant us a licence to reproduce it as needed to fulfil your order, to produce proofs, and — unless you tell us otherwise in writing — to show finished items as examples of our work.

All content on our website that we own, including our designs, photography, text and the Master Merch name and logo, remains our property and may not be reproduced without our written permission.

7. Your right to cancel

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days to change your mind about goods bought online.

Important exception. That right does not apply to goods that are made to your specification or are clearly personalised. Because most of our products are printed or embroidered to order, you will not usually have a right to cancel and return them simply because you have changed your mind.

Where you have bought a non-personalised, stock item, you may cancel within 14 days of the day you receive it. To cancel, email us at info@master-marketing.co.uk. You must then return the item to us within 14 days, unused and in its original condition and packaging. You pay the cost of return. We will refund you within 14 days of receiving the item back, or of you providing proof of postage, whichever is earlier.

None of this affects your legal rights if the goods are faulty, not as described, or not fit for purpose — see section 8.

8. If there is a problem with your order

Please contact us at info@master-marketing.co.uk as soon as possible, with your order number and photographs of the problem. Please tell us within 30 days of delivery where you can.

Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to:

• a full refund if you reject the goods within 30 days of delivery;
• a repair or replacement after 30 days; and
• a refund, in whole or in part, if a repair or replacement is not possible or does not resolve the problem.

We will pay the costs of return for faulty or incorrectly supplied goods.

If the error is ours — the wrong item, the wrong size against what you ordered, a printing fault, or damage in transit — we will put it right at no cost to you. If the error is in artwork or details you approved at proof stage, we may not be able to offer a free replacement, though we will always try to help.

9. Our liability

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products, and for defective products under the Consumer Protection Act 1987.

We supply our products for domestic and private use, or for the internal use of your club, group or business. Where you are a business, we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity, and our total liability to you is limited to the price you paid for the order concerned.

10. Events outside our control

We are not liable for any failure or delay in performing our obligations where that failure or delay results from events beyond our reasonable control, including supplier failure, strikes, fire, flood, epidemic, transport disruption or the failure of public or private telecommunications networks.

11. Ending the contract

We may end the contract at any time by writing to you if you do not make a payment when due, or if you do not, within a reasonable time, give us the information or approvals we need to make the products. If we end the contract in these situations, we will refund money you have paid in advance for products we have not provided, but we may deduct or charge reasonable compensation for the net costs we incur as a result.

12. Other important terms

We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens, and we will make sure the transfer does not affect your rights under the contract.

This contract is between you and us. No other person has any right to enforce any of its terms.

Each paragraph of these terms operates separately. If any court or authority decides that any of them is unlawful, the remaining paragraphs will remain in full force and effect.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things, or prevent us taking steps against you at a later date.

13. Governing law and disputes

These terms are governed by the law of England and Wales, and you can bring legal proceedings in the English and Welsh courts. If you live in Scotland you may bring proceedings in either the Scottish or the English and Welsh courts, and if you live in Northern Ireland you may bring proceedings in either the Northern Irish or the English and Welsh courts.

If you are unhappy with our products or our service, please contact us first at info@master-marketing.co.uk and we will do our best to resolve it.