Custom Orders Policy – Level Custom

Last updated: 1st April 2026

This policy applies to all custom, personalised, or made-to-order products purchased from Level Custom (Level Velo Ltd).

By placing a custom order, you agree to the terms outlined below.

1. Definition of Custom Products

Custom products include any items that are:

  • Personalised with names, logos, or branding

  • Made to specific customer requirements

  • Produced specifically for a team, club, or individual

2. Cancellation & Right to Withdraw

Under the Consumer Contracts Regulations 2013, personalised and custom-made goods are exempt from the standard 14-day cancellation period.

Therefore:

  • Custom products cannot be cancelled once production has begun

  • Custom products are not eligible for return or refund unless faulty or not as described

3. Design Approval

Before production begins:

  • You are responsible for reviewing and approving all designs

  • Approval confirms that:

    • All spelling, names, and details are correct

    • Colours and layout are accepted

Once approved:

  • No further changes can be made

  • Level Custom is not responsible for errors identified after approval

4. Sizing Responsibility

Customers are responsible for selecting correct sizes.

We strongly recommend:

  • Using provided size guides

  • Ordering samples where possible

We are not responsible for:

  • Incorrect size selection

  • Personal fit preferences

Custom items will not be refunded or replaced due to sizing issues.

5. Production & Lead Times

Production timelines are estimates only.

Delays may occur due to:

  • Order size or complexity

  • Supplier or manufacturing delays

  • Seasonal demand

Such delays do not constitute grounds for cancellation or refund.

6. Changes & Cancellations

  • Changes may be requested prior to final design approval

  • Once production has started, changes or cancellations are not possible

7. Faulty, Damaged or Incorrect Goods

Under the Consumer Rights Act 2015, you are entitled to receive goods that are:

  • As described

  • Of satisfactory quality

  • Fit for purpose

If your item is faulty, damaged, or not in accordance with the approved design:

  • You must notify us within 7 days of delivery

  • You may be asked to provide photographic evidence

Where a fault is confirmed, we will offer:

  • Repair

  • Replacement

  • Or refund

If a fault is reported within 30 days of delivery, you may be entitled to a full refund.

8. Customer-Supplied Content

If you provide logos, designs, or artwork:

  • You confirm that you have the legal right to use them

  • You accept responsibility for any copyright or trademark issues

Level Custom is not liable for any intellectual property infringement arising from customer-provided content.

9. Colour & Print Variations

Due to manufacturing processes:

  • Colours may vary slightly from digital previews

  • Minor variations do not constitute defects

10. Minimum Orders

We reserve the right to apply minimum order quantities where applicable.

11. Contact

For any questions regarding custom orders, please contact:
sales@levelcustom.co.uk