Last updated: December 16, 2025

This Policy applies to all sales of goods made by Caps Cases via our web-to-print platform, This Way Up. References to “you” or “the customer” include both: 

• Consumers, as defined by the Consumer Rights Act 2015; and

• Business customers, being any person or entity purchasing goods for use in the course of trade, business, or profession. 

Where different rights apply to consumers and business customers, these are set out separately below. 

All products supplied by Caps Cases are custom-made or printed to order in accordance with the customer’s specifications. Accordingly, in compliance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, no right to cancel or return applies to bespoke or personalised items unless they are faulty or not as described.

Customers must inspect all goods upon delivery. Any claim relating to defects, damage, or non-conformity must be reported to Caps Cases in writing within 48 hours of receipt. Claims received after this period may not be accepted. To report an issue, please email sales@capscases.co.uk with:

• Your order number;
• A detailed description of the issue; and
• Clear photographic evidence of the defect or damage.

Upon receipt of a valid claim, Caps Cases will arrange for the collection and inspection of the goods in question. All goods must be retained in their original packaging and condition pending collection.

No replacement, credit, or refund will be issued until inspection is complete and the goods are confirmed to be defective or non-conforming.

For Consumers (B2C Transactions)

Where goods are confirmed to be faulty or not as described, consumers are entitled to a repair, replacement, or refund, in accordance with the Consumer Rights Act 2015.

Caps Cases will, at its discretion, reproduce and deliver replacement goods at no additional cost or issue a refund for the affected items.

For Business Customers (B2B Transactions)

Where goods are confirmed to be defective or non-conforming, Caps Cases’ liability shall be limited, at its discretion, to:

• Replacing the defective goods;
• Issuing a credit note; or
• Refunding the purchase price of the defective goods only.

Business customers acknowledge that all other warranties, conditions, or terms implied by statute or common law are excluded to the fullest extent permitted by law.

This Policy does not apply to:

• Defects or errors arising from customer-supplied artwork, designs, or specifications;
• Minor variations in colour, size, or finish within industry-standard tolerances;
• Goods that have been used, altered, or damaged after delivery; or
• Delays or damage arising from courier or third-party delivery services beyond our control.

Except where otherwise required by law:

• Caps Cases shall not be liable for any indirect, consequential, or incidental losses, including loss of profit, business, or goodwill; and
• The total liability of Caps Cases in respect of any claim shall not exceed the price paid for the goods giving rise to the claim.

This Policy does not affect consumers’ statutory rights under UK law.

This Policy and all related transactions shall be governed by and construed in accordance with the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the English courts.