Refund Policy

Returns & Refunds

As a small USA woman and family run business, we know customer care and reputation is everything. Your satisfaction is our priority and we want to make sure you get what you ordered. Unfortunately, sometimes things go wrong. If it is our fault, we will make it right. 

Damaged Items:
We know carrier damage sometimes happens. If your order arrives damaged, please contact us within one week of receipt with photos showing product and package damage to support@customality.com.

Non-customized items:
Our policy lasts 30 days for non-customized items. If for some reason your item does not meet your expectations, it can be returned in the original, unused condition in its original packaging. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

You must contact us at support@customality.com for a return authorization and return address. Do not send back to address on shipping label as they will be unable to refund your purchase. Items returned due to failure to pick up or pay customs fees will incur a restocking fee.

To complete your return, we require a receipt or proof of purchase from our website.

Return shipping will be at your expense unless it is our mistake.

Customized Items:
Customized items are made exclusively for you at your request. We are unable to refund your items but will exchange for the same size/item/design if the defect or error is ours. If we have made a mistake in your design or your product was damaged in shipment, please contact us within one week of receipt with images showing defect/damage and package at support@customality.com so we can get this corrected for you right away.

Wrong Size:
If the size you received does not meet your expectations, first check that the size stated on the garment matches the size in the sizing chart and on your order. Rarely, but occasionally, a garment is mislabeled. Contact us right away and we will get it sorted.

If you would like a different size from what you ordered, contact us at support@customality.com and we can let you know what the options/next steps are.

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit, minus the cost of any shipping or restocking fees, will automatically be applied to your credit card or original method of payment, within 5 business days.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@customality.com.

Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item same size same design, send us an email at support@customality.com for exchange instructions and approval. Photos showing the damage/defect and packaging are required prior to approval.

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return if eligible. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send eligible refunds to the gift giver and he will find out about your return.

Shipping in Relation to Refunds/Returns:
You will be responsible for paying for your own shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.