Refunds, Returns & Replacements — overview

How we handle issues with custom orders. The replacement-first ladder explained in plain English.

Custom-decorated apparel is different from off-the-shelf clothing. Once we've printed your logo on a hoodie or embroidered it onto a polo, that piece can't go back on the shelf — it belongs to you and only you. That single fact shapes our whole policy on refunds, returns and replacements. Here's how it works in plain English.

If something's wrong with what we delivered, we'll put it right

If the items you receive aren't right — wrong size, wrong colour, the print is in the wrong place, the embroidery is faulty, the garment itself has a defect — that's on us, and we'll fix it. Our standard fix is to produce a replacement, free, made to the mockup you approved. We pay for production. We pay for return shipping if it's needed.

This is actually generous compared to a flat refund. A refund leaves you with the same problem you started with: no uniforms. A replacement, made properly this time, gives you what you originally paid for. That's why we lead with replacement.

If you'd rather keep the items

For minor or cosmetic issues, we'll often offer you a choice: keep the items at a discount, or wait for a replacement. The discount is paid as a credit voucher you can use against any future order with us. For small flaws, most customers prefer this — they get the discount the same day, and the items still wear fine.

What we don't refund

There are situations where we genuinely can't refund or replace, and we want to be straight about them so you're not surprised:

• Change of mind. You ordered, we made it, you no longer want it. There's no resale value to us, so this isn't refundable.
• Sizing mistakes you made. If the size you picked is consistent with our published size charts, the fit is your call.
• Designs you approved. If you approved a mockup with a typo, the wrong colour, or art that wasn't quite what you meant — we made what you signed off on. We'll often offer a goodwill remake at our discretion, but you're not contractually owed one.
• Industry tolerances. Print placement can sit ±1.5 cm from the mockup, sizes can vary by ±5%, and screen colour and ink colour aren't always identical. These aren't defects.

The order things happen in

1. You let us know something's wrong — within 14 days of delivery, with photos.
2. We pause production on any related items immediately.
3. We compare what was delivered against the mockup you approved and our internal production records.
4. You hear from us within 5 working days with our finding and our proposed fix.
5. Once you say yes to the fix, we get on with it.

Damage in transit, parcels arriving late, parcels lost

Parcel arrived damaged? Tell us within 48 hours with photos of the box and the damage — we lodge the carrier claim and replace the items either way. Tracking shows it lost? Same thing — we replace.

Late delivery: estimated dates are estimates, not guarantees, unless we've explicitly given you a Guaranteed Date in writing. Carriers, customs, weather, address mistakes — that's outside our control.

The legal version

Everything above is the plain-English version. The contractual version is in our Refunds, Returns & Replacements terms. The legal version takes precedence if anything's ambiguous.