Refund policy
At R&B Stitch Works, every item is custom embroidered specifically for each customer. Because of the personalized nature of embroidery, please review the following policy carefully before placing an order.
1. Custom Orders
All custom embroidered items are made-to-order and are generally non-refundable and non-returnable once production has started.
This includes:
- Custom logos
- Personalized text
- Digitized designs
- Customer-approved artwork
- Special-order garments or hats
2. Customer Approval Responsibility
Customers are responsible for reviewing all submitted information before approval, including:
- Spelling
- Sizing
- Placement
- Thread colors
- Uploaded artwork/designs
R&B Stitch Works is not responsible for errors approved by the customer prior to production.
3. Damaged or Incorrect Orders
If an order arrives damaged or an error was made by R&B Stitch Works, please contact us within 7 days of delivery with:
- Your order number
- Photos of the issue
- A description of the problem
If the issue is determined to be our error, we may offer:
- A replacement
- A repair
- Store credit
- A partial or full refund depending on the situation
4. Customer-Supplied Garments
Customers who provide their own garments/items understand that embroidery carries some risk due to:
- Needle penetration
- Fabric tension
- Heat
- Material limitations
While we take every precaution possible, R&B Stitch Works is not responsible for accidental damage to customer-supplied items during the embroidery process.
5. Digitizing Fees
Digitizing services are non-refundable once the digitizing process has begun.
This includes:
- Logo setup
- File conversion
- Stitch path creation
- Embroidery file editing
6. Shipping Issues
R&B Stitch Works is not responsible for:
- Carrier delays
- Lost or stolen packages after shipment
- Incorrect shipping addresses entered by customers
Please verify your shipping information before completing your order.
7. Cancellations
Orders may only be canceled before:
- Production begins
- Garments are ordered
- Digitizing work starts
Once production has started, cancellations may not be possible.
8. Contact
If you experience an issue with your order, please contact R&B Stitch Works as soon as possible through the website contact page or business email so we can help resolve the situation fairly and quickly.