Refund Policy for Custom Patches

At eCustom Patches, we are committed to providing the highest quality custom patches that meet and exceed your expectations. However, we understand that unforeseen circumstances may arise, and you might need to request a refund policy. To ensure transparency and customer satisfaction, we have a clear and straightforward Refund Policy in place. This guide outlines the terms, conditions, and procedures for refunds to make the process smooth and hassle-free.

1. Overview of Our Refund Policy

Refund policy are available under specific circumstances, including:

• Errors in production that deviate from the approved design proof.
• Delivery of defective or damaged patches.
• Cancellation of orders before production begins.

Due to the custom nature of our patches, refunds are limited to cases where we are at fault.

2. Conditions for Refund Eligibility

Manufacturing Defects

If the patches you receive have defects, such as:

• Incorrect stitching or colors.
• Damaged or incomplete patches.
• Misaligned designs.

You may request a refund within 7 days of delivery. Photographic evidence is required to support your claim.

Design Errors

If the final product does not match the approved digital proof, you are eligible for a refund policy or replacement.

Order Cancellations

Orders canceled before production starts are eligible for a full refund. If materials have been sourced or production has commenced, partial refunds may be issued based on incurred costs.

Non-Eligibility

Refund policy are not available for:

• Errors caused by incorrect specifications provided by the customer.
• Slight color variations due to screen-to-thread translation, as this is an industry-standard limitation.
• Custom patches that have been used, altered, or damaged after delivery.

3. Refund Process

Step 1: Contact Customer Support

If you believe you are eligible for a refund, contact our support team within 7 days of receiving your order. Provide:

• Your order number.
• A detailed description of the issue.
• Photographs of the patches to demonstrate the problem.

Step 2: Evaluation

Our team will review your claim and determine eligibility. In cases where additional information is needed, we will contact you promptly.

Step 3: Refund Approval

Once your refund request is approved:

• Refunds for canceled orders or production errors will be processed within 7-10 business days.
• Refunds will be credited back to the original payment method used during checkout.

Step 4: Return of Items (if applicable)

For cases requiring a return, you may need to send the patches back to us. If the refund is due to an error on our part, we will cover the return shipping costs.

4. Partial Refunds

Partial refund policy may apply in cases where:

• Only part of the order is defective or incorrect.
• Orders are canceled after materials have been prepared but before production begins.

5. Ensuring a Smooth Process

To reduce the likelihood of errors and refund requests:

• Double-check Your Specifications: Provide accurate details for your custom patches, including size, colors, design elements, and backing options.
• Approve Proofs Carefully: Review the digital proof we send thoroughly to ensure all details match your expectations.
• Communicate Clearly: If you have questions or concerns, contact our team before production starts.

6. Customer Satisfaction Guarantee

While refunds are a last resort, we aim to resolve issues promptly and professionally. In many cases, customers opt for a free replacement of patches instead of a refund. Our goal is to ensure that you receive a product you love, without the hassle.

7. Why Choose eCustom Patches?

When you order custom patches from us, you’re not just getting a product—you’re gaining a partner committed to quality and customer satisfaction. Here’s why customers trust us:

• Top-Notch Quality: We use the best materials and techniques to create durable, vibrant patches.
• Transparent Policies: Our Refund Policy ensures that your rights are protected.
• Dedicated Support: Our team is available to assist you at every step of the process.

8. Contact Us

For any questions or concerns about your order or refund eligibility, feel free to reach out to our customer support team. We are here to help and ensure your experience with eCustom Patches is positive and rewarding.