Return Procedure

• If, for some reason, you think that the delivered product is defective, incorrect, missing accessories, and so on, then please follow the steps below:
  1. Send us your product images with order no. at return@custompatch.com with a short description of your problem. Our Sales representative will reach you within 24 hours.
  2. You can call us directly at (877) 201-4073, and our sales representative will review the issue. Upon verification of the mistake, we'll arrange the remake for you once the product/s are returned.
  3. When the return is approved, please write your order number on the label or the package near the label to ensure smoother processing of your return.

Return Window

• When an error has been confirmed (upon following instructions under 'claims'), we will make every attempt to promptly redo the order with a return requirement. We will process the replacement order exactly as you had originally requested, minus any errors that we made after the product/s are returned. We will not change the product, the logo or artwork, or the imprint color when processing the replacement.

Important:

1. The customers will have 30 days from the date of delivery of the products to file a complaint.
2. The customer must contact us about the complaint. A written complaint via email, along with supporting pictures showing the error, has to be sent to us for investigation. (Product received, packaging, etc. )
3. If the error is confirmed, the customer will have to return back the entire order as per the original quantity or the quantity of the affected product/s shipped to the customer to claim the refund. Customers will have to ship the package back via ground shipping at their own expense. The refund will be processed within 7-10 business days once the order has been returned.
4. If the customer opts for a replacement, the order must be returned at their own expense and to be received first prior to processing. The replacement will be exactly made as per the original order details, rectifying the errors only. We will send a remake order to the customer within 7-10 business days.

Refund Method

• The customer will have to ship the package back via ground shipping. Refund/Replacement will be processed once the issue has been confirmed and upon the return of products. Refunds typically takes 3-5 business days to reflect in the original mode of payment used for the order.

Responsibility for Return Shipping Costs

• Customers are required to shoulder the return shipping costs if a refund or a replacement is requested after the error is confirmed.