VisibleART LLP - Terms and Conditions 2024

COPYRIGHT

When placing an order with VisibleART LLP the customer accepts sole responsibility for copyright and the reproduction of images. It is deemed you are the owner & have permission to print artwork files supplied.

TURNAROUND TIMES & DEADLINES

Our standard turnaround time for printing only is typically around 10 working days. This can be a little longer or shorter depending on the time of year. Additional finishing services will take longer, information about this can be found on the related service page under the What We Do section.

We offer an estimated due date & an up to date estimate during approval for you to sign off, the approval date is only valid if the order is signed off within 24 hours. If approval takes 2 extra days, then 2 days will be added to this date. Please note that this is an estimated date, so dates are not guaranteed. We will inform you when an order is going to be later than the estimated deadline.

As the products are custom made we cannot accept a return if the reason for returning the goods is that they were late due to delayed delivery. If a rush order charge is paid, then it is guaranteed that we will ship the order on a next day service the day before they're required. We would normally try & ship 2 days before but this isn't always possible. This does mean, that if there is a delay caused by the courier we cannot be held accountable, as this is out of our hands.

Large orders of over 2000pcs + or orders with multiple colours and designs may increase the turnaround time.

PRICING

We always try & keep our pricing as competitive as possible, all prices are at our wholesale price. However, pricing is always subject to change so quotes are valid for 7 days. Our garment suppliers typically change their pricing twice a year (January & July) so expect changes around this time.

Due to the infinite number of variables when quoting custom goods, there can occasionally be errors made during custom quoting, so we recommend checking your quote very carefully to make sure what you have been quoted is what you want.

E&OE on all quotes & invoices provided. We are all humans, genuine mistakes can happen.

STOCK AVAILABILITY

We do not keep stock of all garments in house. With over 1,000 products on offer & multiple sizes / colours in each this would be impractical. We have an account with all the main suppliers in the UK, & they ship on a next working day service. If they don't have the item you require in stock unfortunately no one will.

When ordering via email we will always check stock during the quoting process, unfortunately sometimes by the time the order is processed & approved stock can run out. The same applies for online orders, except we check stock on receipt of the order.

If an item you require is out of stock we can either find you a suitable replacement, provide you with an estimated date it will be back in stock then back order the item, or refund the order. All restock dates we receive from suppliers are unfortunately estimated so are subject to change (dates cannot be guaranteed).

RUSH ORDERS

We will always try & accommodate tight deadlines where possible. If we are particularly busy & the short deadline involves overtime then this may be subject to a rush order fee. This is a set % of the total cost of the order. This fee guarantees that we will ship the order at least 1 working day before you need it, but we accept no responsibility for delays on part of the courier.

If your order is on a short turnaround it is especially important that you work with us closely & are responsive to enquiries so we can get job into production as quickly as possible. This means approving the order & providing artwork & all required information in the stated timescale we provide you.

If we need to ship a rush order on a priority service then you will be responsible for paying the charges.

ERRORS & OMISSIONS EXCEPTED

E&OE applies to all quotes & invoices. If you are misquoted & additional funds are due, or if we owe you a refund we will let you know as quickly as we can, prior to the order being produced.

E&OE also applies to proofing.

It is the responsibility of the customer to check & verify that what has been specced on the proof sheets is what you want. Once proofs are approved by the customer & the order is produced we cannot accept responsibility for proofing errors.

Basically, we are humans & information can be misunderstood or mistakes can occasionally happen during quoting & proofing.

CHANGES TO YOUR ORDER

If you'd like to make a change to your order then you will need to do so before approving the order to avoid charges. If you make a significant change to the order after approving there may be an admin charge, plus any additional costs involved.

If you need to change the garment once stock has been ordered we have to pay a restocking fee of 25% to return to the garments to our suppliers, so you will be responsible for covering this cost, plus the cost of shipping, & the admin charge.

ARTWORK CHARGES

For most artwork, charges are included in the cost of printing. For photographic or gradient prints we charge a fee per colour as these are much more time consuming to separate. If your artwork needs redrawing & is relatively simple we charge per hour.

Visual Sheet

We charge a fee for per Visual.

Design Services

We do offer design services and also able to point you in the right direction.

Unless provided with measurements or a mock up we will size artwork based on our set sizes or the size we think your print would look best. You can double check this size when you receive your proofs to sign off.

Like the rest of the industry we use the same screens for all the sizes & garments in your order unless otherwise agreed. This means the artwork will be printed at the same size & location on the smallest & the largest t-shirt. For example if ordering a mix of Men’s, Women’s & Kids shirts we will base the artwork size so it fits on the smallest Women’s/Kids garment. If you need the same design to be printed at different sizes on various garments, each change in size will be priced as a separate order.

If your artwork is particularly low resolution we will inform you & ask for a higher quality file before printing. If you are unable to provide this we offer an artwork redraw service for less complex designs, which typically costs per hour per design.

We recommend sending your file over at print size & in vector format (.ai, .pdf, .eps). If your artwork is a raster file (.psd, .png, .tiff) we recommend sending at print size & 600dpi. For more information about artwork please check out our artwork guide or email us.

UNDER/OVER RUNS (SPOILAGE)

One of the facts you can't escape from with screen printing is there's inevitably going to be some defected or misprinted shirts. In the manufacturing industry this is known as "spoilage". This could be print related, or problems with the shirt such as a hole or a stain. Although we over order stock to compensate for these potential problems, occasionally we don't have enough spare products to replace these (under run) & occasionally we don't have any issues so you get a few extra garments (over run).

Although we always try our best to give you exactly what you ordered, sometimes this is not possible. You may be missing a shirt or 2, have a shirt or 2 extra, or the receive the correct overall quantity but extras in another size.

Our typical under/over run depends on quantity ordered. This is typically:

10 - 49 = up to 10%

50 - 249 = up to 10%

250 - 499 = up to 5%

500 - 999 = up to 5%

1000+ = up to 5%

We will Credit/Refund items that are shorted from your order, providing you have less overall shirts than you ordered.

Providing your own garments

Providing your own garments for us is at your own risk, we are not responsible for spoilage or replacement. We recommend that you provide extra garments to cover.

If you require exact quantities we can accommodate this if discussed ahead of time. We may have to charge you an additional fee which will be between in line with the spoilage rate %'s above.

Garments or items stored on our property. We accept no responsibility for any loss or damage.

Print Only Service Agreement

VisibleART offers a “print / embroidery only” service where our clients can supply the garments/products and send them to us to be customised. When using this service you accept that you’re sending the items to us at your own risk. If they are lost in transit we will not be held responsible. You must track the delivery and handle any issues that arise.

We highly recommend sample prints to ensure that the items are suitable for the printing technique that you require. We keep a keen eye on our quality control process, but, if you are supplying the items and there are problems with the print, or damage during the customisation process, we will not be held responsible for any of the cost of the items.

We will do our best to detect any problems as soon as they arise, and will aim to minimise any issues, but some of our machines operate at fast automated speeds and therefore sometimes these issues do not make themselves apparent until the entire customisation process is completed. Also, our customisation processes involve multiple stages, and it may not be until the final stage that the problem is detected.

For example, we may prepare the items, we may pre-treat them, then print them, and during these stages an issue may arise that could have already effected a full batch.

VisibleART will not take any responsibility for any problems that may arise during the customisation process.

Print Only Delivery Deadlines & Cancellation Policy

When you are supplying the items for customisation, the stated deadline is a target deadline but we cannot guarantee this until we receive the items for inspection. In addition, although at quoting stage we assume we can complete the customisation, sometimes factors unknown to us at quoting stage can complicate an order, and mean we may have to cancel and refund. We will always do our best to meet your deadlines and complete your orders to our best ability, but in the case of print/embroidery only orders, you understand that the order may be cancelled upon receipt of the goods and that the final deadline will be confirmed when we physically receive the goods for the specific order.

GARMENT CARE

We recommend washing garments based on our wash guide which can be found here. We can't accept responsibility for wear and tear to the garment or print by washing garments incorrectly.

STONE WASH / ACID WASH / TIE DYE

Specialist dyed shirt including, but not limited to the following will most likely have inconsistencies in colour due to the dye process. There is nothing we can do about this:

Stone wash, Vintage wash, Acid wash, Mineral wash, Tie dye.

GARMENT MANUFACTURING & DEFECTS

While we will always keep an eye out for defective garments we cannot guarantee that they will be 100% free from manufacturer imperfections, as we do not produce the garments. Common garment defects include but aren't limited to: Machine oil stains, Holes, Poor stitching, Dye batch issues, Size discrepancies, Misshapen garments, Incorrect labelling

Some brands do tend to have more frequent defects than others, so if this is a concern we can recommend garments that are less likely to have problems. This is not to say that you're guaranteed not to have issues with a particular brand or garment.

When using specialist inks such as discharge, the results depend on the dye used on the garment & different batches can occasionally produce slightly different results. This is unavoidable unfortunately. We can't accept responsibility for discharge producing slightly different results on the same garment.

We recommend ordering more garments than you require to account for potential garment issues. You will only be billed for garments you receive & are what we deem acceptable.

GARMENT TOLERANCE

Garment manufacturers work with a 10mm tolerance when sewing. This means that from batch to batch, the same garment size could up to 10mm shorter in length to their original template size. Unfortunately this can mean that a the same size from batch to batch could vary in length by up to 20mm. Unfortunately this is an industry accepted tolerance, so we cannot accept responsibility for this.

BEST PRINT METHOD

We personally prefer a soft, breathable print, but this isn't always possible on every garment & may not match your own preferences. We usually print what we feel is the best ink type to suit your garment. If you have a particular print finish you like it's best to discuss this with us prior to ordering to avoid disappointment. We cannot accept responsibility for being dissatisfied with a print finish if not discussed with us prior to ordering.

DISCHARGE INK

When using discharge inks, print colour & vibrancy depends on how well the dye in the garment reacts to the discharge agent. Sometimes discharge ink on the same garment, but a different batch or different size can occasionally produce different results. This is unavoidable unfortunately. We can't accept responsibility for discharge producing slightly different results due to variations in how garments are dyed, as we do not manufacture the garments.

Matching Pantone colours with discharge ink is not possible, colour matches will be approximate, & may vary depending on the dye process.

INK COLOURS

Colour accuracy is rarely an issue we face, but if you're particular about this then it's best to supply us with Pantone colours from a Solid Coated book. Unless provided with a Pantone colour we cannot accept responsibility with any dissatisfaction with the final colour of your artwork.

We pick Pantone colours based on the representation we see on our monitors. Monitor colours do vary quite a bit so it's not certain we are both seeing the same colour.

For Pantone colours we have selected we always double check these against the original artwork before going ahead with printing. If the colour can be tweaked so it's a little closer to the original artwork then we will do this. Therefore Pantone colours selected by us can be subject to change.

Due to the huge number of variables with screen printing we can't 100% guarantee exact Pantone matches, but it will be very close. We use Pantone numbers as a reference to work from & match as closely as possible. Discharge & Water Based colour matching is less accurate than other printing methods.

PRINT PLACEMENT

We do everything we can to ensure that your prints are placed as accurately as possible. However, due to the nature of screen printing on flexible fabric, that is made by humans & loaded onto our presses by humans, there are tolerances we work within. Our standard acceptable tolerance for print placement is 10/15mm in any direction.

PACKAGING

Unless otherwise requested orders will be folded into bundles by size & packed into our branded, double walled boxes. If you require specific packaging such as individual bagging or plain cover shipping, please let us know prior to placing your order.

PRINTING CLOSE TO / OVER SEAMS

When printing over seams there may be imperfections in the print by the seam. This is unavoidable unfortunately. We will always make you aware of potential issues when placing the order. Issues involve but aren't limited to:

- Fading of print next to seam

- Blotchy ink next to seam

- Gaps in the print

- Ink build up at the fabric edge

SOCIAL MEDIA CLAUSE

We reserve the right to post our print work on our social pages. If you would like us to refrain from doing this then please let us know prior to ordering. Unless notified we will assume we have your permission to post photos online.

DELIVERY

Delivery deadlines may be missed, delayed, damage or lost. We will organise and ship your goods in accordance with your delivery deadline. The items will be despatched using a 3rd party courier and we will be able to provide documentary evidence for this. If the delivery is not achieved for whatever 3rd party reason, VisibleART will not be responsible for refund of any form. We will attempt to recover costs and expenses from our 3rd party delivery companies, but cannot guarantee any delivery or refund in these instances. By accepting delivery you are confirming the packaging and delivery is in perfect order.

VisibleART will not be liable for any loss or expenses sustained arising from any delay or failure in the delivery of the Goods. We recommend you take out your own insurance to protect your goods.

CANCELLATIONS

Cancellations may be subject to a 25% charge due to the fact that we may have already ordered stock, prepared artwork or re-organised production of other jobs.

Please note if any production has started you will need to cover the material & labour costs incurred, plus the admin charge.

We reserve the rights to charge of up to 100% of your order.

Returns / Refunds / Reprints

In the event of finding a fault with the product or printing, simply inform us of the problem within 12 hours of delivery by email or telephone and we will advise you of the correct way of returning the order.

Depending on the fault and issue with the order, we may request for you to ship at your own cost the order back to us using a trackable service so as to avoid any further issues.

Please also supply photos of any issues relating to the product or the print so a better idea of the initial problem will be more apparent.

Please note that refunds will be considered and discussed after VisibleART has been given every opportunity to rectify any issues with the order. Please note our Returns/Refunds/Reprint policy only extends up to a maximum of 30 days from delivery of the goods. Any complaints outside of 30 days will not be accepted.

PAYMENT

Payments should be made 100% up front unless otherwise agreed. We accept all forms of electronic payments. All payments must clear into our account before the order is processed, this may add to your turnaround time.

For international payments the customer must pay all banking fees incurred.

Net 30 day terms may be available at our discretion. 30 days starts from the date you receive your order. Credit accounts are subject to a credit search & commercial references. Interest will be charged for late payments in accordance with the Commercial Debts Act 1998.

Our estimated turnaround time is based on you approving the order within 24 hours. If the order is approved 2 days later, 2 days will be added to your due date.

It is possible that errors can occur when processing orders, especially email orders. It is best to check your order & proof sheets very carefully to make sure all the correct information is shown & nothing is missing. The final say is with you, we cannot accept responsibility for errors once the order has been signed off.

Ownership

Legal ownership of the goods or services shall not pass to the buyer until VisibleART received in full (in cash or cleared funds) all sums due (including any interest charged). VisibleART will store the goods separately from all other goods that they remain readily identifiable.
VisibleART may dispose of the goods before ownership has passed to it in the ordinary course of its business at full market value as principal and may pass goods to a third party being a bona fide purchaser for value without notice to the customer.

Terms and Conditions

Any contact with VisibleART requires you accept our terms and conditions. If you have doubts at any time about any of our terms and conditions, and / or our Privacy Policy, please just get in touch and let us help and advise you. We are here to help, and at your service.

When paying for any order, you accept these terms and conditions in full.