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Faulty or Damaged Item? We're Here to Help

FAULTY • DAMAGED • NOT AS EXPECTED

Something's not right? We'll help sort it.

If your order has arrived faulty, damaged, incorrect or not as described, please don't worry — tell us what's happened and we'll help work out the quickest way to put it right.

Report A Problem Contact Us
📦 Order problems 📸 Photos welcome 🇬🇧 UK support team
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FIRST STEP

Show us what's happened.

Email us at team@patchesrus.co.uk with your order number and a short description of the problem.

If the issue is visible, including a couple of clear photographs can help us understand it quickly and avoid unnecessary back-and-forth.

Email Our Team

WE CAN HELP IF...

Your item isn't as it should be.

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It's Faulty

The item has a manufacturing defect or isn't of satisfactory quality.

📦

It Arrived Damaged

Your order has been damaged in transit or arrived in a condition it shouldn't have.

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It's Not As Described

The item doesn't correspond with the description, photographs or agreed specification.

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BEFORE YOU POST ANYTHING

Please contact us first.

Don't send a faulty or damaged item back using the standard change-of-mind return process before speaking to us.

Once we've reviewed the issue, we'll tell you the appropriate next step and, where a return is required, explain how it should be sent back.

WHAT HAPPENS NEXT?

We'll work through it with you.

01

Tell us the problem

Send your order number, a description and photographs where helpful.

02

We review it

We'll look at what's happened and determine the appropriate solution.

03

We explain the next step

Depending on the issue, this may involve a replacement, repair, return or refund.

04

We get it resolved

We'll keep you informed and confirm when the agreed resolution has been completed.

CUSTOM OR PERSONALISED?

Yes — faults still matter.

Custom-made and personalised products are normally excluded from ordinary change-of-mind returns.

That does not mean you're stuck with something faulty, damaged, incorrectly produced or not as described.

If there's a production problem with a custom item, contact us and we'll review it with you.

✏️ Custom item?

Send us the approved artwork or sample reference too if you have it — that can help us compare what was agreed with what arrived.

RETURN POSTAGE

Don't pay to return a confirmed faulty item without speaking to us.

Where goods are rejected because they're faulty, not as described or otherwise covered by your statutory rights, reasonable return costs are the responsibility of the trader. We'll advise you on the appropriate return method.

QUICK ANSWERS

Faulty item FAQs

Should I return the item immediately?
Please contact us first. We may need photographs or other information before deciding whether the item needs to be returned.
Do I need the original packaging?
If you still have it, keep it while we review the issue. Don't worry if the packaging itself was damaged in transit — just tell us what happened.
What photographs should I send?
A clear photograph of the whole item plus close-ups showing the specific fault or damage are usually most useful. For packaging damage, include a photo of the packaging too where possible.
Can I report a problem with a custom patch?
Absolutely. If a custom item is faulty, damaged, incorrectly produced or doesn't match what was agreed, contact us with the order details and we'll review it.
Will I have to pay return postage?
Don't arrange return postage before speaking to us. Where we confirm a return is required for faulty or misdescribed goods, we'll explain the appropriate return method.
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LET'S FIX IT

Tell us what's gone wrong.

Send your order number and a quick explanation. Photos are very helpful if the problem is visible.

Report A Problem Back To Returns

Help from our team in Cirencester 🇬🇧