Terms & Conditions
Last updated: 16.12.25
1. ABOUT US
1.1 Palms Customs ("we", "us", "our") is a UK-based business providing custom and non-custom products sold online via our website [www.palmscustoms.co.uk] ("Website").
1.2 Our contact details:
- Business name: Palms Customs Ltd
- Registered address / trading address: [Full address]
- Email: contact@palmscustoms.com
- Company number (if a limited company): [company number]
1.3 By placing an order on our Website, you agree to be bound by these Terms and Conditions ("Terms"). Please read them carefully before ordering.
2. ELIGIBILITY AND GENERAL TERMS
2.1 You must be:
- at least 18 years old; and
- capable of entering into a legally binding contract under UK law.
2.2 We may update these Terms from time to time. The version in force at the time you place your order will apply to that order.
2.3 If you do not agree with these Terms, you should not use our Website or purchase our products.
3. ORDERING PROCESS
3.1 You can place an order by adding products to your online cart and following the checkout process on our Website.​
3.2 Before submitting your order, you will be able to review and amend it. Please check all details carefully.​
3.3 Your order is an offer to buy products from us. We will confirm receipt of your order by email, but this does not mean that your order has been accepted.​
3.4 A contract is formed between you and us only when we send you an order confirmation email stating that we accept your order and your items have been dispatched.​
3.5 If we cannot accept your order, we will inform you and will not charge you or will refund you in full if payment has already been taken. Reasons may include:
- the product is out of stock;
- we are unable to obtain authorisation for your payment;
- there has been an error in the price or description of the product; or
- we reasonably believe your order is fraudulent or in breach of these Terms.
4. PRODUCTS
4.1 We take reasonable care to ensure that product descriptions, images, and prices are accurate. However:
- colours may appear differently on different screens; and
- measurements are approximate unless stated otherwise.
4.2 Some products may be handmade or custom-made and may vary slightly from the pictures shown. This is part of the character of the product and not a defect.
4.3 If you require specific information about a product, please contact us before purchasing.
5. PRICES AND PAYMENT
5.1 All prices are shown in pounds sterling (GBP) and include UK VAT where applicable, unless we state otherwise.
5.2 We may change prices at any time, but such changes will not affect orders already accepted.
5.3 Delivery charges are shown separately at checkout and will depend on your chosen delivery method and address.
5.4 We accept payment by:
- major debit and credit cards; and
- other payment methods listed at checkout (e.g. PayPal, Apple Pay), if available.
5.5 Payment is taken at the time you place your order. By submitting payment details, you confirm that you are authorised to use the payment method and that all details provided are accurate.
6. DELIVERY
6.1 We deliver to the UK and any other locations specified on our Website. If we cannot deliver to your address, we will inform you and refund your order.
6.2 Estimated delivery times are displayed on our Website and/or during checkout. These are estimates only and not guaranteed. Delays can occur due to courier issues, customs (for international orders), or other factors outside our control.
6.3 Risk in the products (e.g. loss or damage) passes to you when the products are delivered to the address you gave us or, where applicable, when you collect them from the delivery depot or pick-up point.
6.4 Ownership of the products passes to you once we have received full payment.
6.5 If you fail to accept delivery (e.g. you are not available and do not rearrange delivery or collection), the products may be returned to us. We may charge you for any additional storage, handling, and re-delivery costs.
7. CUSTOM AND MADE-TO-ORDER ITEMS
7.1 Some items may be custom-made or made-to-order according to your specifications (for example, personalised designs, custom finishes, or bespoke parts).
7.2 Please ensure all custom details you provide (such as sizes, colours, wording, and specifications) are accurate. We are not responsible for errors resulting from incorrect information you supplied.
7.3 Custom or made-to-order items may have different lead times. We will provide an estimated timeframe before or during the order process.
7.4 Your right to cancel or return custom or made-to-order items is limited. See section 9 below.
8. YOUR RIGHT TO CANCEL (CONSUMER CONTRACTS REGULATIONS)
8.1 If you are a consumer (not buying in the course of business) and you purchase standard (non-custom) products online, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
8.2 For eligible products, you may cancel your order within 14 days from: - the day after you receive the products; or - if delivered in multiple consignments, the day after you receive the last item.
8.3 To exercise your right to cancel, you must clearly inform us before the cancellation period ends. You can email us at contact@palmscustoms.com
8.4 You do not need to give a reason for cancellation.
8.5 You must send the products back to us within 14 days of telling us you wish to cancel. You are responsible for the cost of returning the products unless we have agreed otherwise or the products are faulty or misdescribed.
8.6 We recommend using a tracked and insured service for returns, as you are responsible for the products until we receive them.
8.7 We will refund you within 14 days of receiving the returned products (or evidence that you have sent them back), using the same payment method you used for the original transaction, unless we agree otherwise.
8.8 We may make a deduction from your refund:
- to reflect any reduction in the value of the products resulting from your handling them beyond what is necessary to establish their nature, characteristics, and functioning; or
- to deduct any non-standard delivery costs you chose (e.g. express delivery).
9. RETURNS, EXCHANGES AND EXCLUSIONS
9.1 In addition to your statutory cancellation rights, we may offer a goodwill returns or exchange policy, which will be described on our Website if applicable.
9.2 The following items are generally non-refundable unless faulty:
- custom, personalised, or made-to-order items made to your specifications;
- items that are not suitable for return for hygiene reasons if unsealed after delivery (for example, certain clothing, helmets, or accessories, where relevant);
- items that have been used, damaged, or are not in their original condition (unless they are faulty).
9.3 If an item is faulty or not as described, please contact us as soon as reasonably possible with details and photos where relevant. You may be entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
9.4 We will provide instructions for returning faulty items and will cover reasonable return postage costs in such cases.
10. OUR RESPONSIBILITY FOR LOSS OR DAMAGE
10.1 Nothing in these Terms limits or excludes our liability for:
- death or personal injury caused by our negligence;
- fraud or fraudulent misrepresentation; or
- any rights you have under consumer law that cannot be excluded.
10.2 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
10.3 We are not liable for:
- business losses (including loss of profit, revenue, business, or goodwill); or
- any indirect or consequential loss arising under or in connection with any contract between us.
10.4 We shall not be responsible for delays or failures caused by events outside our reasonable control (for example, strikes, extreme weather, transport disruptions, or other force majeure events). If such an event occurs, we will contact you as soon as possible and take reasonable steps to minimise the effect.
11. WEBSITE USE
11.1 You agree not to misuse our Website for any unlawful or prohibited purpose.
11.2 All content on the Website (including text, images, logos, and designs) is owned by us or our licensors and is protected by intellectual property laws. You may not use, reproduce, or distribute any content without our prior written consent, except as necessary to view or purchase our products.
11.3 We do not guarantee that the Website will always be available or free from errors or viruses. You are responsible for your own IT security and for using appropriate virus protection.
12. INTELLECTUAL PROPERTY AND CUSTOM DESIGNS
12.1 Where you provide us with designs, artwork, logos, or other materials ("Customer Materials") to be incorporated into a custom product, you confirm that:
- you own the necessary rights in the Customer Materials; and
- the Customer Materials do not infringe any third-party rights or contain anything unlawful.
12.2 You grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, and adapt the Customer Materials as necessary to create and supply the custom product to you.
12.3 We reserve the right to decline any custom order that includes content we reasonably consider to be offensive, unlawful, or infringing.
13. PRIVACY AND DATA PROTECTION
13.1 We will only use your personal information as set out in our Privacy Policy, which is available on our Website.
14. GOVERNING LAW AND JURISDICTION
14.1 These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales.
14.2 You and we both agree that the courts of England and Wales will have exclusive jurisdiction, except that if you are a consumer resident in Scotland or Northern Ireland you may also bring proceedings in your local courts.
15. COMPLAINTS AND CONTACT
15.1 If you have any questions, concerns, or complaints about our products or these Terms, please contact us using the details in section 1.2.
15.2 We will do our best to resolve any issues promptly and fairly.