Refund & Returns Policy
Draft policy — pending review by qualified legal counsel before publishing.
Our approach
Total Custom Patches manufactures custom embroidered patches made to your approved specifications. Our multi-stage approval process exists to make sure your patches are right before production — so that costly mistakes are avoided and surprises are minimized.
Because your patches are produced specifically for you, they are generally not returnable or refundable once you have approved production and manufacturing has begun, except as described below or as required by applicable law.
The approvals that protect you
Before production of your full order, you review and approve:
- A digital proof of your design (spelling, layout, colors, size).
- A production sample — an actual manufactured sample, photographed for your approval.
Production of your full order begins only after you approve the production sample. Approving a proof or sample confirms that the design and specifications shown are correct.
Before production begins
If you wish to cancel or change your order before production has started, contact us at {{CONTACT_EMAIL}} as soon as possible. We will let you know what is possible; any work already completed (for example, artwork review, digitizing, or sample manufacturing) may be non-refundable.
Manufacturing defects or items not as approved
We manufacture with precision and inspect orders before shipment. If your patches arrive with a genuine manufacturing defect, or do not match the digital proof and production sample you approved, please contact us within {{CLAIM_WINDOW_DAYS}} days of delivery with your order number and clear photographs. Where we confirm the issue, we will provide an appropriate remedy — such as remaking or replacing the affected items — at no additional cost to you.
What is not covered
The following are generally not grounds for a refund or remake:
- Errors in the artwork, spelling, or specifications that were present in a proof or sample you approved.
- Differences that fall within normal manufacturing tolerances for custom embroidery (for example, minor variation in thread color rendering or hand-finished elements).
- Changes of mind after production has begun.
- Delays caused by carriers, customs, or incorrect delivery details (see the Shipping Policy).
How to raise a concern
Email {{CONTACT_EMAIL}} (or use your customer portal) with your order number and a description of the issue, including photographs where relevant. We will review your concern promptly and work with you toward a fair resolution.
Your statutory rights
Nothing in this policy affects any mandatory consumer rights you may have under applicable law. Where local law grants rights that exceed this policy for custom or personalized goods, those rights apply. (Scope to be confirmed by counsel for each operating jurisdiction.)
Contact
{{COMPANY_LEGAL_NAME}}, {{REGISTERED_ADDRESS}} · {{CONTACT_EMAIL}} · {{PHONE}}