Terms of service
Here's the full text — renamed to Terms of Service. Just copy this into whatever document or page template you're using.
PENGUIN PRODUCTIONS
Terms of Service
Last updated: 25 June 2026
Note before publishing: Items in [square brackets] need to be confirmed or filled in (registered address, company number if applicable, governing jurisdiction, website URL, and timeframes). This is a starting template, not legal advice — have it reviewed by a qualified solicitor before publishing it live, particularly the cancellation, liability, and jurisdiction clauses. Delete this note before publishing.
1. Introduction
1.1 These Terms of Service ("Terms") govern your use of the website [insert website URL] (the "Site") and any purchase of products from Penguin Productions ("we", "us", "our").
1.2 By placing an order with us — whether through the Site, by email, or via a B2B enquiry — you ("you", "the customer") agree to be bound by these Terms. Please read them carefully before ordering.
2. Who We Are
Trading name: Penguin Productions
Contact email: penguin.productions@outlook.com
Registered business address: [insert address]
Company number (if registered as a limited company): [insert, or delete if sole trader]
3. Our Products
3.1 We create custom, personalised products, including but not limited to apparel, mugs, bags, and gifts, finished with printing or embroidery to your specification ("Products").
3.2 Product images on the Site are for illustrative purposes. Because each item may be made and personalised individually, slight variations in colour, size, material, or finish may occur.
4. Personalisation & Artwork
4.1 When you submit personalisation details, text, images, logos, or artwork ("Personalised Content") to us, you confirm that:
(a) you own the rights to use that content, or have permission from the rights holder to do so;
(b) the content does not infringe any third party's intellectual property rights; and
(c) the content is not offensive, unlawful, or in breach of any applicable law.
4.2 We reserve the right to refuse to produce any order containing content we reasonably consider to be offensive, unlawful, or in breach of a third party's rights.
4.3 It is your responsibility to check spelling, layout, and accuracy of personalisation details before submitting your order. We are not responsible for errors that result from inaccurate information you provided to us.
4.4 Where we provide a digital proof of personalised artwork prior to production, your written approval of that proof confirms the order details are correct, and production will proceed on that basis.
5. Orders and Acceptance
5.1 Placing an order through the Site constitutes an offer to purchase. A contract is formed only once we confirm acceptance of your order by email.
5.2 We reserve the right to refuse or cancel any order at our discretion — for example, where a Product is out of stock, the order was placed in error, or the Personalised Content does not meet section 4.
5.3 As most Products are made to order, production will not begin until your order and any required artwork or proof approval have been confirmed.
6. Pricing and Payment
6.1 All prices are shown in GBP (£) and include VAT where applicable, unless stated otherwise.
6.2 Payment is taken at the time of order via the payment methods offered on the Site, unless a different payment arrangement has been agreed in writing (see section 10 for Trade orders).
6.3 We may change our prices at any time. Changes will not affect orders we have already confirmed.
7. Delivery
7.1 Estimated production and delivery times are provided as a guide only and will vary depending on the Product, personalisation involved, and order volume.
7.2 Risk in the Products passes to you on delivery.
7.3 We are not responsible for delays caused by couriers, postal services, or other events outside our reasonable control, though we will let you know as soon as we become aware of any significant delay.
8. Cancellations, Returns & Refunds
8.1 If you are a consumer ordering a standard, non-personalised stock item, you have the right to cancel your order within 14 days of receipt under the Consumer Contracts Regulations 2013, provided the item is unused and returned in its original condition. You will be responsible for the cost of return postage unless the item is faulty.
8.2 Personalised or made-to-order Products are exempt from the right to cancel under the Consumer Contracts Regulations 2013, as they are made to your specification. We are unable to offer a refund or exchange on personalised items once production has begun, unless they are faulty or do not match the specification you confirmed (see section 9).
8.3 To request a cancellation or return, please contact us at penguin.productions@outlook.com as soon as possible after placing your order.
9. Faulty or Damaged Items
9.1 If your order arrives faulty, damaged, or does not match what you ordered, please contact us within [7] days of receipt, with photographs showing the issue.
9.2 Where a Product is found to be faulty or incorrect, we will offer a repair, replacement, or refund as appropriate, in line with your rights under the Consumer Rights Act 2015. This does not affect your other statutory rights.
10. B2B, Wholesale & Trade Orders
10.1 This section applies in addition to the sections above where you are placing an order as a business, organisation, group, or for wholesale/bulk purposes (a "Trade Customer").
10.2 Quotes issued following a B2B enquiry are valid for [30] days from the date of issue, unless stated otherwise in the quote.
10.3 We may require a deposit before commencing production on a Trade order, with the balance due prior to dispatch, unless a different payment schedule has been agreed with you in writing.
10.4 Minimum order quantities, lead times, and sample costs (where applicable) will be confirmed at the quotation stage and may vary by Product and order size.
10.5 Trade Customers are responsible for ensuring they have the right to reproduce any logos, branding, or artwork supplied to us for production, in line with section 4.
10.6 If a Trade order is cancelled after production has commenced, we may charge for materials used and work completed up to that point.
11. Intellectual Property
11.1 All content on the Site, including our logo, branding, product photography, and design, is owned by or licensed to Penguin Productions and may not be reproduced without our permission.
11.2 You retain ownership of any artwork or content you supply to us. By submitting it, you grant us a licence to use it solely to fulfil your order, and — only where you have separately agreed — for our portfolio or marketing materials.
12. Reviews & Testimonials
12.1 If you submit a review through the Site, you agree that we may publish it, in full or in part, on the Site or in our marketing materials, alongside the name you provide.
12.2 We reserve the right not to publish reviews that are offensive, false, or unrelated to our Products or service.
13. Liability
13.1 Nothing in these Terms limits our liability for death, personal injury, or fraud, or any other liability that cannot be limited or excluded by law.
13.2 Subject to clause 13.1, our liability for any claim relating to an order is limited to the value of that order.
13.3 We are not liable for indirect or consequential losses, including loss of profit or business, arising from your use of the Site or a Product.
14. Privacy
14.1 We process personal data in accordance with our Privacy Policy [insert link]. By placing an order or submitting an enquiry, you agree to us processing your data as described there.
15. Governing Law
15.1 These Terms are governed by the laws of [England and Wales / Scotland — confirm based on where the business is registered/operates]. Any disputes will be subject to the exclusive jurisdiction of the courts of that jurisdiction.
16. Changes to These Terms
16.1 We may update these Terms from time to time. The version published on the Site at the time you place your order will apply to that order.
17. Contact Us
If you have any questions about these Terms, please get in touch:
Penguin Productions
Email: penguin.productions@outlook.com