Advice needed

[jennywren]

We do embroidery for a collage, just track suit and T.shirts,, they ordered from the shop and even tried a sample size on. They collected and seem quite happy. They returned today and ask for a refund as they went for two days and didn't like the collage and left. These was embroidered for them after they pick the sizes. They sent a email to husband who deals with the web saying that they had order a tracksuit and wasn't going now. He replied as he thought it was one of the web orders and said post it back and when we received it she could have a refund. So I knew nothing about this till they came in to the shop with two tracksuits and 2 t.shirts demanded the money for all four items. They were rude, and quoted my husband email and the fact the website say's a refunded will be given, but missed the part about only credit notes will be issued. Normal we give the money back but only things that wasn't personalized or collage stuff. What are my rights here.

[Mattie]

Their not entitled to their money back as its a personalised item
https://www.gov.uk/accepting-returns-and-giving-refunds

[RogerC]

If these are regular sources of business I would consider a refund. However if not or just occasional business you might be able to amicably reach a solution........on the other hand it's personalised so tell them to s*d off (which you are legally entitled to do...but more politely ).......hehe

[jennywren]

We have always given refunds, but the mother and two girl aged 16 and 17 was so rude, I even told them to calm down, I feel like telling them no, I just might calm down by the morning. But we doing have very good relation with these clients, it would weather this storm

[Mattie]

If in the long term it cause to much stress or ruin your business with the college I would refund them.

Sometimes it's not worth the hassle as if you let it get to you then you might take it out on the next customer who walks through the door