Refund policy
RETURN AND REFUND POLICY
CUSTOM AND PERSONALIZED PRODUCTS
Custom samples, embroidered products and bulk custom orders are made specifically using customer-submitted artwork and selections.
Custom products are not eligible for return, exchange or cancellation for change of mind after the customer provides written artwork approval or production begins.
ARTWORK APPROVAL
Customers are responsible for reviewing spelling, logo details, layout, placement, colors, quantities and other information shown in the approval mockup.
Changes requested after approval may result in additional charges, production delays or a restarted production timeline.
Physical towel, thread and embroidery colors may vary slightly from digital mockups and on-screen displays. Minor disclosed variations are not necessarily defects.
CUSTOM-ORDER CANCELLATIONS
A custom order may be canceled for a refund only when:
- Final written artwork approval has not been provided; and
- Production has not started
Contact us immediately if you need to request a cancellation. Once production begins, the order cannot normally be canceled or refunded.
READY-TO-SHIP RETURNS
Eligible ready-to-ship products may be returned within 14 days after delivery.
To qualify, the product must be:
- Unused
- Unwashed
- In its original condition
- Returned with any original packaging included with the order
Contact us before sending a return. Items returned without authorization might not be accepted.
The customer is normally responsible for return-shipping costs unless the product was damaged, defective or incorrect. Original shipping charges are not refundable unless required by law or the return resulted from our error.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If an order arrives damaged, defective or materially different from the approved or purchased order, contact us within seven days of delivery.
Include:
- Your order number
- A description of the issue
- Clear photographs of the affected product
- Photographs of the shipping packaging when relevant
After reviewing the issue, Streamer Specialist may provide a replacement, remake, partial refund or refund as appropriate.
REFUNDS
Approved refunds are issued to the original payment method.
After a refund is issued, your bank or payment provider may require additional processing time before the funds appear in your account.
EXCEPTIONS
Returns or refunds cannot be approved for:
- Custom products after approval or production begins, except for qualifying damage, defect or error
- Customer-submitted artwork or spelling errors that appeared on an approved mockup
- Products damaged through use, washing, misuse or improper care
- Items returned outside the applicable return window
- Unauthorized returns
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.
CONTACT
To request a return, report a problem or ask a policy question, contact us at support@streamerspecialist.com.