Returns Policy

Last Updated: 05/11/2024

At Vanwear, we strive to provide high-quality custom clothing for businesses, and we want you to be satisfied with your purchase. However, because our products are custom-made to your specifications, our returns policy is designed to ensure clarity regarding your rights and the process for returns, exchanges, or issues with your order.

Please read our Returns Policy carefully to understand your rights and our process.

1. Custom Products and Returns

Because our products are custom-made with your provided designs, logos, and specifications, we do not accept returns for customized items unless there is a defect or an error on our part. This includes all items with personalized embroidery, prints, or logos.

However, we want to ensure that you're happy with your order, so please review the following guidelines:

2. Defective or Incorrect Products

If you receive a defective or incorrect item, please contact us as soon as possible. To help us resolve the issue promptly, we request that you:

  • Contact us within 7 days of receiving your order to report any defects, errors, or issues.
  • Provide clear photos of the defective or incorrect item.
  • Include your order number and details about the issue (e.g., incorrect design, fabric damage, or printing errors).

If the issue is confirmed, we will provide you with a replacement product at no additional cost or issue a refund depending on the situation. We may also request that you return the defective or incorrect item to us, in which case we will cover return shipping costs.

3. Order Changes and Cancellations

  • Cancellations: Orders can be canceled within 24 hours of placement, provided that production has not yet started. Once production has begun, cancellations will not be accepted, as the garments are being customized specifically for your business.

  • Order Modifications: If you need to modify your order (e.g., change the design or garment type), please contact us as soon as possible. We can accommodate changes before production begins, but once production starts, we cannot make alterations.

4. Incorrect Information Provided by Customer

If the issue with your order is due to incorrect information provided by you (e.g., a misspelled name or incorrect logo file), we cannot accept returns or offer a refund. We strongly encourage you to double-check all order details and approve the design proof we provide before we begin production.

If we need to remake items due to mistakes in the artwork or details you provided, additional charges may apply.

5. Exchange Policy

We do not accept exchanges for custom clothing, as each item is made specifically for your business and its branding. If there is an issue with your item (such as sizing or defects), we will do our best to work with you to resolve the problem, typically by issuing a replacement product.

6. Non-Returnable Items

Due to the customized nature of our products, we cannot accept returns or exchanges for:

  • Items that have been personalized with logos, artwork, or text
  • Garments with custom sizing or fit
  • Opened or worn items (except in the case of defects)

7. How to Return a Defective or Incorrect Item

If your order is eligible for a return or replacement due to a defect or error, please follow these steps:

  1. Contact Us: Email us at sales@vanwear.net within 7 days of receiving your order. Include:

    • Your order number
    • Photos of the defective or incorrect items
    • A description of the issue

  2. Return Authorization: Once we’ve reviewed your case, we will provide you with return instructions and, if necessary, a pre-paid return shipping label.

  3. Return the Item: If requested, return the item(s) within 14 days from the date you receive the return authorization.

  4. Replacement or Refund: After we receive the returned item, we will either:

    • Issue a replacement product if there was a defect or error.
    • Provide a full refund if we are unable to fulfill the replacement.

8. Refunds

Refunds for defective or incorrect products will be issued to the original payment method used for the purchase. Please note that:

  • Refunds will not be issued for custom orders unless there is a proven defect or error on our part.
  • Refunds are processed after the returned item has been received and inspected.
  • Refunds may take up to 10 business days to appear on your account depending on your payment provider.

9. Shipping Costs for Returns

  • Defective or Incorrect Products: If your order is defective or incorrect, we will cover the return shipping costs and send you a replacement or process a refund.

  • Other Returns: If you are returning an item for any reason other than defects or errors, the cost of return shipping will be your responsibility.

10. Customer Satisfaction

We value your satisfaction and will work with you to address any issues with your custom clothing order. If you're ever unsure or have concerns about your order, please reach out to us, and our customer service team will do their best to assist you.

11. Contact Us

If you need assistance with a return, exchange, or have any questions about our Returns Policy, please contact us at:

Vanwear
sales@vanwear.net
+44 7402333660

By purchasing from Vanwear, you acknowledge that you have read, understood, and agree to the terms outlined in this Returns Policy.