Refund Policy
This Refund Policy explains how deposits, payments, samples, and cancellations are handled for custom apparel orders placed with Custom Apparelist. Because every order is custom-manufactured to a client's own specifications — fabric sourcing, cutting, sewing, decoration, and private labeling — our refund terms differ from a standard retail return policy. By placing an order with us, you agree to the terms below.
Payment Terms
All production orders require a 70% deposit before work begins, with the remaining 30% balance due on production completion, prior to shipment. This structure applies across all our service programs.
Bank Transfer & Payment Processing Fees
All costs associated with transferring payment to us — including but not limited to international wire fees, currency conversion charges, intermediary bank fees, and payment processor fees — are the responsibility of the client. Custom Apparelist must receive the full invoiced amount, net of any transfer costs, for the corresponding order stage to be considered paid.
Payment Discrepancies
If the amount we receive does not match the amount invoiced or confirmed with the client — whether due to transfer fees, currency conversion, or any other reason — Custom Apparelist reserves the right to pause the production process until the correct, full amount has been received. We are not responsible for delays caused by a payment shortfall.
Order Cancellations & Refund Eligibility
Refund eligibility depends entirely on whether production has started:
Before production startsIf a client cancels an order after the deposit has been paid but before the production process has begun (i.e., before fabric sourcing, cutting, or manufacturing has commenced), the deposit is eligible for a refund.
After production startsIf the cancellation occurs after the production process has already begun, Custom Apparelist will calculate the costs and damages incurred up to that point. After deducting these costs, the remaining balance may be refunded to the client. All applicable deductions — including any money-transfer fees — will be borne by the client.
We strongly recommend that clients confirm all design details, quantities, sizing, and specifications in writing before approving the start of production, as this determines refund eligibility.
Approved refunds are processed within our accounting cycle and may take one to two months to be paid out — a request is reviewed and actioned in the following accounting period rather than immediately.
Samples
Physical pre-production samples are produced to confirm fit, fabric, and print quality before a bulk order is approved. Please note:
- Sample fees are non-refundable.
- If the client proceeds with a bulk production order, the sample fee will be deducted from the order amount.
- Samples cannot be returned.
Design Services
Fees for design services purchased separately from a production order — including Branding & Visual Identity, T-Shirt Design, Tech Pack Development, and Vector Conversion — are non-refundable once work has commenced, as they reflect design hours and creative resources already delivered.
Shipping & Delivery
As standard practice, our orders ship on EXW (Ex Works) terms from our Istanbul facility — the client takes possession of the goods at our factory and is responsible for arranging transport, export clearance, and all shipping costs and risk from that point forward.
In specific cases, and only by mutual agreement on that particular order, FCA (Free Carrier) terms may be used instead, where we hand the goods, cleared for export, to a carrier nominated by the client. Whichever term applies will be confirmed with the client in writing before shipment.
Custom Apparelist is not liable for refunds related to carrier delays, customs holds, or loss/damage occurring after the applicable handoff point; such claims should be directed to the shipping carrier or covered by applicable shipping insurance.
Production Errors & Quality Issues
If a completed order does not match the confirmed specifications, mockup, or approved sample due to an error on our part, please contact us within 7 business days of delivery with photos and order details. Verified production errors will be remedied through correction, reproduction of the affected units, or an agreed credit toward a future order, at our discretion. This clause does not override Section 4 — verified manufacturing errors are handled as a quality remedy, not a cash refund of a completed production run.
Force Majeure
Custom Apparelist is not liable for production or shipping delays caused by events beyond our reasonable control, including but not limited to natural disasters, customs delays, carrier disruptions, or supplier shortages. Such events do not, by themselves, entitle a client to a refund of amounts already committed to production.
Questions about a refund?
Contact our team before starting production if you are unsure about any part of your order — we're happy to confirm details in writing.