Terms & conditionsThe terms that apply to every order.

These terms govern all orders placed with Personalised Cups, a trading name of Tees Valley Plastics Ltd, registered office Cowton Way, Stockton-on-Tees, TS16 0RE. Placing an order with us confirms that you have read and accept these terms.

1. Changes to these terms

We reserve the right to update or modify these terms at any time without prior notice. The version that applies to your order is the one published on this website at the time the order is placed.

2. Satisfaction guarantee

We offer a 100% satisfaction guarantee on every order. If your cups do not meet the agreed quality standards or do not match the artwork proof you approved, please contact us at info@personalised-cups.co.uk within 14 days of delivery and we will work to resolve the issue, whether that means a reprint, replacement, refund or credit.

Please note that minor colour variations can occur between on-screen visuals and printed results. These are inherent to the printing process and are not classed as a fault.

3. Placing an order

Orders may be placed via the quote form on this website, by email, or by phone. By placing an order you confirm that you are over 18 years of age and have the legal authority to enter into a contract on behalf of yourself or the company you represent.

A contract is formed only once we have issued a written order confirmation. We reserve the right to decline or cancel any order before it enters production.

4. Invoicing & payment

Our preferred payment method is bank transfer (BACS). We may also accept card payment via a secure third-party payment link. Account customers are invoiced on agreed terms; all other orders are payable in full before production begins.

Orders will not enter production until full payment (or, where applicable, an agreed deposit) has been received and artwork has been approved in writing.

5. Artwork & approval

Before production we will produce a free visual mockup based on the artwork you supply. Production starts once you have approved this mockup in writing. We rely on the approved mockup as the authoritative reference; any errors on the approved file that are carried through to the printed cup are not classed as a fault.

You confirm that you own or are licensed to use any logos, trademarks, images or other artwork you supply, and that printing them on our cups will not infringe any third-party rights. You indemnify us against any claim arising from artwork you have supplied.

6. Alterations & cancellations

Changes to quantity, specification or artwork must be requested in writing and confirmed by us before they take effect. Once the order enters production, changes may not be possible.

You may cancel an order by giving us at least five working days’ notice before the scheduled production date. Cancellations after this point may attract charges for any work already completed, materials purchased, or production slots reserved.

7. Delivery

Standard orders are dispatched via a next-day or two-day courier service to UK mainland addresses. Lead times shown on the website and quoted in your order confirmation start from artwork approval and full payment (or agreed deposit), whichever is later.

Delivery dates are estimates only. While we work hard to meet them, we are not liable for delays caused by the courier, by weather, or by other factors outside our control.

Free UK mainland delivery is included on every order. Delivery to the Highlands and Islands, the Isle of Wight, the Channel Islands, the Isle of Man and Northern Ireland may attract a surcharge, which we will confirm before processing your order.

8. Risk and title

Risk of loss and title for all goods pass to the buyer once the goods are handed to the carrier for delivery. Please inspect your order on receipt and report any visible damage to the courier and to us within 48 hours.

9. Specifications & tolerances

Cup capacities, weights and dimensions stated on the website are nominal and subject to manufacturing tolerances of typically ±3%. Print positions and ink coverage are subject to the standard tolerances of the in-mould labelling and screen-print processes.

UKCA / CE legal-measure markings on alcohol cups are moulded into the cup wall at the position required by trading standards. We will advise you if your artwork would obstruct or compromise these markings.

10. Liability

Our total liability for any claim arising from an order is limited to the amount paid for that order. We are not liable for consequential, indirect or economic losses, including loss of profit, loss of opportunity, or loss of goodwill. Nothing in these terms limits or excludes our liability for death, personal injury, fraud or any other liability that cannot be limited under English law.

11. Intellectual property

We retain ownership of any production tools, dies, plates, positives, mockup files and other materials we create for your order, unless we have explicitly agreed otherwise in writing. You retain ownership of any artwork or assets you supply to us; we process those assets only for the purposes of producing and reordering your cups.

12. Electronic communications

By placing an order you consent to receive transactional emails from us in connection with your order. Marketing emails are sent only with your explicit opt-in and can be unsubscribed from at any time. Our handling of your personal data is set out in our privacy notice.

13. Warranty exclusions

Our cups are designed for commercial dishwasher use across repeated cycles. Damage caused by misuse, exposure to non-recommended cleaning chemicals, freezing, microwave use (other than on cups specifically rated for hot drinks), or wear and tear beyond expected service life is not covered by our satisfaction guarantee.

14. Governing law

These terms are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the English courts, save that we may bring proceedings against you in the jurisdiction where you are based to recover sums due to us.

15. Contact

Personalised Cups, a trading name of Tees Valley Plastics Ltd,
Cowton Way, Stockton-on-Tees, TS16 0RE.
Email: info@personalised-cups.co.uk
Phone: 01642 615757