Terms of service
Terms and Conditions (Website July 2025)
1. About us
This website is operated by
Ulster University,
Registered Address: Cromore Road, Coleraine, Co. Londonderry, BT52 1SA
VAT Number: GB 672 3905 24
Registration number is RC000726
Email: merch@ulster.ac.uk
2. About these terms
These Terms and Conditions apply whenever you purchase goods from our website.
Please read them carefully before placing an order. By submitting an order, you confirm that you have read and accepted these Terms and Conditions.
Nothing in these terms limits or excludes any statutory rights that cannot lawfully be limited or excluded.
3. Our products
We take reasonable care to display and describe our products accurately. However:
- Colours may vary slightly depending on screens, materials, production methods and print processes.
- Product images are illustrative and may not show the exact positioning, scale or colour of decoration.
- Garment measurements are approximate and may vary within the manufacturer’s permitted tolerances.
- Minor variations between production batches are not necessarily defects.
- Packaging may differ from that shown on the website.
You are responsible for checking product descriptions, sizing information, personalisation details and pick-up information before ordering.
4. Placing an order
Our website guides you through the ordering process and allows you to review your order before submitting it. Please check all information carefully.
5. Prices and payment
Prices are shown in pounds sterling.
Payment must be made using one of the payment methods offered at checkout. Payment may be taken when the order is submitted.
We are not required to honour an obviously incorrect price where you knew, or could reasonably have recognised, that the price was an error.
6. Inspecting your order
Please inspect your order as soon as reasonably possible after collection.
If anything appears faulty, damaged, incorrect or missing, contact us promptly at merch@ulster.ac.uk providing:
- Your order number.
- A clear explanation of the issue.
- Photographs showing the product, packaging and, where relevant, the delivery label.
- The quantity affected.
Prompt notification helps us investigate the issue, but it does not reduce any statutory rights available to consumers.
Do not dispose of the goods or their packaging while a claim is being investigated unless we confirm otherwise.
7. Consumer cancellation rights
If you are a consumer purchasing an eligible, non-personalised product online, you normally have 14 days after receiving the goods to tell us clearly that you wish to cancel.
You then have a further 14 days to return the goods.
The right to cancel does not apply to goods that are made to your specifications or clearly personalised. Other statutory exceptions may also apply, including certain sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.
Full details are set out in our Refund and Return Policy.
8. Faulty, damaged or misdescribed goods
We are under a legal duty to supply goods that conform to the contract.
Consumer goods must be:
- Of satisfactory quality.
- Fit for any particular purpose made known to us and accepted by us.
- As described.
- Installed correctly where installation forms part of the contract.
If consumer goods do not conform to the contract, you may have statutory rights to reject them, request a repair or replacement, or obtain an appropriate price reduction or refund.
Fair wear and tear, accidental damage, incorrect use, failure to follow care instructions, damage caused by third parties, or dissatisfaction arising solely from customer-supplied information will not normally constitute a fault for which we are responsible.
9. Returns
All returns are governed by our Refund and Return Policy, which forms part of these Terms and Conditions.
Goods must not be sent back without including sufficient information for us to identify the order and the reason for return.
We do not operate a general change-of-mind return or exchange scheme beyond the cancellation rights that consumers have by law.
10. Refunds
Where a consumer lawfully cancels an eligible order, we will refund the price paid.
We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted when examining the goods in a shop.
Refunds will normally be made using the original payment method unless otherwise agreed.
11. Our liability
Nothing in these terms excludes or limits liability where doing so would be unlawful.
If you are a consumer, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.
12. Events outside our control
We are not responsible for delay or failure caused by events outside our reasonable control, including major carrier disruption, severe weather, fire, flood, epidemic, industrial action, supplier failure, utility failure, governmental action or interruption to transport networks.
We will contact you where reasonably possible and take reasonable steps to minimise the effect.
Your statutory rights remain unaffected.
13. Intellectual property
All content on our website including designs, photographs, graphics, text, branding and product presentations is owned by Ulster University under licence.
You may not reproduce, distribute, commercially exploit or modify our website content without prior written permission.
Unless otherwise agreed in writing, purchasing a product does not transfer ownership of any intellectual property used in its creation.
14. Complaints
Please send complaints to:
Email: merch@ulster.ac.uk
Include your name, order number, contact information and a clear description of the issue.
We aim to acknowledge complaints within five working days and provide a substantive response as soon as reasonably possible.
15. Privacy
We process personal information in accordance with our Privacy Policy and applicable data-protection law.
16. Changes to these terms
We may update these terms from time to time. The terms applying to your order will be those made available when the order was placed.
17. Severability
If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.
18. Third-party rights
Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce it.
19. Governing law and jurisdiction
These terms and contracts between us are governed by Northern Ireland law.
If you are a consumer resident elsewhere, you will retain the benefit of any mandatory consumer protections that apply in your country of residence.
The courts of Northern Ireland will have jurisdiction, although consumers may also have rights to bring proceedings in another court where applicable consumer law permits this.
Refund and Return Policy
If you are a consumer and purchase an eligible standard, non-personalised product online, you have the legal right to cancel the order without giving a reason.
You must notify us clearly within 14 days beginning on the day after you receive the goods.
If an order is delivered in separate instalments, the cancellation period begins on the day after you receive the final item.
We do not voluntarily extend this statutory cancellation period.
1. How to cancel
To cancel an eligible order, email merch@ulster.ac.uk within the 14-day cancellation period.
Please provide:
- Your full name.
- Order number.
- Products being returned.
- Date the products were received.
- A clear statement that you are cancelling the contract.
We may issue return instructions or a returns reference to help us identify your parcel. Your statutory cancellation will not be invalid merely because you did not use our form or obtain a reference, provided you made a clear statement within the legal cancellation period.
2. Returning eligible products
After notifying us of cancellation, you must send the goods back within 14 days.
Returns must be sent to:
Marketing and Student Recruitment
BE Building
Belfast Campus
2-24 York Street
Belfast
BT15 1AP
Unless the products are faulty or incorrectly supplied, you are responsible for:
- Arranging the return.
- Paying all return postage or courier charges.
- Packaging the products securely.
- The risk of loss or damage while the return is in transit.
We strongly recommend using a tracked and appropriately insured service. We cannot refund goods that are not received, although your statutory rights regarding proof of sending remain unaffected.
We do not collect unwanted products and do not accept liability for items sent to an incorrect address.
3. Condition of returned products
You may examine an eligible standard product as you reasonably would in a physical shop.
You are responsible for any reduction in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and functioning.
Products should therefore be returned:
- Unworn, other than reasonable fitting.
- Unwashed and unaltered.
- Free from marks, odours, pet hair, make-up, deodorant, fake tan or other contamination.
- With original labels and tags attached where they were supplied.
- With accessories, instructions and packaging supplied with the product.
Where handling has reduced the product’s value, we may make a reasonable deduction from the refund, including up to the full product value where the product can no longer reasonably be resold.
The absence of original packaging will not automatically remove a consumer’s cancellation right, but any resulting reduction in value may be taken into account where legally permitted.
4. Refunds following cancellation
Where you properly cancel an eligible consumer order, we will refund:
- The price paid for the ordered products.
The refund will be issued within 14 days after that point and will normally be made to the original payment method.
5. Exchanges
We do not offer automatic exchanges for change-of-mind returns.
If an eligible non-personalised product is unwanted, you must exercise your cancellation right within the applicable period and place a new order for the required product.
6. Faulty, damaged or incorrect products
If you believe a product is faulty, damaged, misdescribed or different from what you ordered, contact merch@ulster.ac.uk promptly.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product.
- Photographs of the packaging and delivery label where relevant.
- The quantity affected.
We may ask you to return the product for inspection. Where goods are confirmed to be faulty or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights and reimburse reasonable standard return costs where applicable.
For consumer purchases, you may have:
- A short-term right to reject non-conforming goods within 30 days.
- A right to request repair or replacement.
- A right to a price reduction or final rejection where the relevant legal conditions are met.
A remedy will not normally be available where the issue was caused by:
- Normal wear and tear.
- Accidental or deliberate damage.
- Misuse or unsuitable storage.
- Failure to follow washing, care or usage instructions.
- Alteration by the customer or a third party.
- A minor variation that falls within the disclosed product or manufacturing tolerances.
7. Sale and discounted products
Eligible standard sale products receive the same statutory cancellation rights as full-price products.
Personalised, bespoke and made-to-order sale products remain excluded from change-of-mind cancellation where the relevant statutory exception applies.
8. Refused and uncollected orders
Refusing delivery or failing to collect a parcel does not, by itself, clearly notify us that you are exercising a legal right to cancel.
You should contact us directly within the applicable cancellation period.