Custom Orders: All custom orders cannot be returned or exchanged. We take great pride in our craftsmanship, but due to the personalized nature of our products, we cannot accept returns or exchanges once production has begun.
That means that we can only consider a refund if the order wasn't processed yet. We will refund from where we were at during the process : Step 1. Digitizing (10-20$), Step 2. Ordering the apparel from our supplier (we cannot reimburse the cost of the merchandise itself), Step 3. Embroidery service (once we get to this part of the process, we cannot reimburse any part of the order, as everything has been completed at our expense. Note : We offer the decoration services and outsource our merchandise and digitizing, which means that we need to spend in order to create your order before it is even processed.
Digitizing fees cover the intricate process of converting your logo or design into a format compatible with embroidery machines, requiring hours of meticulous preparation before production can even begin. As a result, these fees are non-refundable. To ensure you’re completely satisfied with how your logo will appear, we recommend our Preview Digitizing Kit, available on our website. This kit allows you to see a sample of your design before committing to a full order, giving you peace of mind and confidence in the final result.
Refunds: Refunds are only possible under the following conditions:
- There are significant defects in the embroidery production.
- There are major defects in the apparel that affect its wearability or function.
Product Quality: Please note that we are not manufacturers; we do not fabricate the apparel. We only supply our personalization services as decorators. We offer over 1500 products from suppliers located around Canada to help better serve your needs. If you are not satisfied with the quality of the product itself, we are not responsible for its fabrication, only for its decoration.
Bulk Orders and Samples: If you are placing a bulk order, we strongly recommend ordering a sample first to ensure that the product meets your standards. If you choose certain apparel for bulk orders, we assume that you have read the technical sheet available in our product catalog and fully understood what you were purchasing. If you did not take these measures prior to ordering, we cannot be held responsible for any dissatisfaction with the product.
Approval Process: All custom orders require pre-approval once the visual is sent. It is your responsibility to review the visual sheet promptly and thoroughly to ensure all important information is correct. This includes thread color, design size, and any other specific details. Once the visual is approved, we will proceed with production based on your approval, assuming all details have been acknowledged and accepted. Therefore, no refunds can be made after approval.
Customer Satisfaction: We strive to make this process as smooth and efficient as possible for both parties to ensure complete satisfaction. Thank you for your understanding and cooperation.
Contact Us: If you have any questions or concerns regarding your order, please do not hesitate to contact us. We are here to help and ensure you have the best possible experience with The Custom Studio.
