ASI Custom Apparel Returns, Refunds & Order Cancellation Policy

Effective Date: 19.08.2026

At ASI Custom Apparel, we take pride in producing high-quality custom apparel and promotional products. Because many of our products are decorated specifically for each customer, we have established the following policy to ensure our customers are treated fairly while allowing us to maintain the quality and efficiency of our production process.

1. Custom & Decorated Products

Most ASI Custom Apparel orders are made or decorated specifically to the customer’s specifications. This includes, but is not limited to:

  • Screen-printed apparel
  • Embroidered apparel
  • Direct-to-film (DTF) or other digitally printed apparel
  • Heat-applied graphics
  • Personalized garments
  • Custom promotional products
  • Special-order or made-to-order products

Custom and decorated products are generally non-returnable and non-refundable once production has begun.

Because these products are customized specifically for the customer, they generally cannot be returned to inventory or resold.

This policy applies to returns requested because of:

  • Incorrect size selected by the customer
  • Change of mind
  • Change in event or business needs
  • Customer-provided artwork or information
  • Customer-approved spelling, wording, colors, or design
  • Customer-approved garment style, color, or placement
  • Garment fit or personal preference

We strongly encourage customers to review all order details, sizing information, artwork, and proofs carefully before approving an order.

2. Artwork & Proof Approval

When ASI Custom Apparel provides an artwork proof, the customer is responsible for carefully reviewing and approving the proof before production.

Once a proof has been approved, ASI Custom Apparel is not responsible for errors that were clearly shown on the approved proof, including:

  • Spelling or typographical errors
  • Names, numbers, or other customer-provided information
  • Design placement
  • Design size
  • Colors
  • Fonts
  • Artwork supplied or specified by the customer

If an error is caused by ASI Custom Apparel despite the customer’s correct specifications or approved artwork, we will work with the customer to resolve the issue as described under Defective or Incorrect Orders below.

3. Defective, Damaged, or Incorrect Orders

We stand behind the quality of our work.

If your order arrives damaged, defective, or materially different from the approved specifications because of an error on our part, please contact us within 7 calendar days of delivery.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs showing the issue
  • Photographs of the affected garments or products and packaging, when applicable

After reviewing the issue, ASI Custom Apparel may, at our discretion, provide one of the following remedies:

  • Replacement of the affected item(s)
  • Reproduction of the affected item(s)
  • Repair, when appropriate
  • A full or partial refund for the affected item(s)

We will make reasonable efforts to correct legitimate production errors promptly and fairly.

4. Normal Manufacturing & Decoration Variations

Minor variations can occur during apparel manufacturing and the printing or embroidery process.

Examples may include slight differences in:

  • Garment color
  • Print color
  • Print placement
  • Thread color
  • Print texture
  • Registration or alignment
  • Fabric texture
  • Garment dimensions

Such variations are not necessarily considered defects when they fall within commercially reasonable production tolerances.

Colors displayed on a computer, phone, or other screen may also differ from the actual garment or printed product due to differences in screen settings and manufacturing materials.

5. Sizing & Garment Selection

Customers are responsible for selecting the appropriate garment style and size.

Because ASI Custom Apparel orders are frequently decorated specifically for the customer, we cannot generally accept returns or provide refunds because a garment does not fit as expected.

Customers should review the applicable size chart before placing an order. When available, ASI Custom Apparel may assist customers with sizing questions before production.

6. Order Cancellations

Cancellation requests should be submitted as soon as possible.

Before Production

If an order has not yet entered production, ASI Custom Apparel will make reasonable efforts to accommodate a cancellation request.

If approved, the customer may receive a refund of amounts paid, less any non-refundable costs or services already incurred, such as artwork, setup, special-order merchandise, or other work already performed.

After Production Begins

Once an order has entered production, cancellation may no longer be possible because materials, labor, and custom production costs have already been committed.

Cancellation requests after production begins will be reviewed on a case-by-case basis and may be declined.

7. Blank or Undecorated Products

If ASI Custom Apparel sells blank, undecorated, or otherwise standard-stock merchandise separately from custom products, those items may be eligible for return if they are:

  • Unworn
  • Unwashed
  • Unaltered
  • In original condition
  • Returned within 30 days of delivery
  • Accompanied by proof of purchase

Return eligibility may vary by product or supplier.

Unless the item is defective or ASI Custom Apparel made an error, the customer is responsible for return shipping costs.

Any approved refund for an eligible standard-stock return will generally be issued to the original payment method after the merchandise has been received and inspected.

8. Shipping Damage or Missing Items

Customers should inspect shipments promptly upon delivery.

If an order arrives visibly damaged, please photograph the packaging and damaged merchandise and contact ASI Custom Apparel as soon as possible.

If an item is missing from an order, notify us within 7 calendar days of delivery so that we can investigate the shipment and work toward a resolution.

9. Lost or Delayed Shipments

Once an order has been shipped, carrier delays may occasionally occur.

ASI Custom Apparel will assist customers in tracking delayed or missing shipments and, when appropriate, work with the shipping carrier to investigate a claim.

An estimated delivery date is not a guaranteed delivery date unless ASI Custom Apparel has expressly agreed to a guaranteed delivery arrangement in writing.

Customers with event dates or other deadlines should notify ASI Custom Apparel of those deadlines before placing an order so that available production and shipping options can be evaluated.

10. Refunds

When a refund is approved, it will generally be issued to the original payment method.

Processing times may vary depending on the payment provider or financial institution.

If only part of an order is affected, ASI Custom Apparel may issue a partial refund or replace only the affected products rather than refunding the entire order.

Nothing in this policy limits any refund or other remedy required by applicable law.

11. Refund of unapplied Funds for Future Orders

A request for a refund of unapplied funds:

  • A written request for a refund of unapplied funds must be sent to ASI Custom Apparel
  • The refund request must contain the following:
    • The original amount paid to ASI Custom Apparel and the method of which payment was made
    • The reason(s) for the request
    • Provide copies of all paid invoices applied to original payment
    • A current W9

Refund payments will only be provided to the original payment payor.  Funds held for more than twelve (12) months will be subject to an administrative / holding charge of 10% will.  That amount will be deducted from the final refund payment.

12. Return Authorization

Do not send merchandise back to ASI Custom Apparel without first contacting us and receiving return instructions.

Unauthorized returns may be delayed or may not be accepted.

When a return is approved, ASI Custom Apparel will provide instructions regarding the return method and destination.

13. Our Commitment to Customer Satisfaction

Our goal is to produce your order correctly the first time. If something goes wrong with your order, please contact us so that we have an opportunity to review the situation and make it right when appropriate.

While custom products generally cannot be returned simply because of a change of mind or customer preference, we will stand behind our workmanship and take responsibility for errors caused by ASI Custom Apparel.

14. Contact Us

For questions regarding returns, refunds, cancellations, damaged merchandise, or order issues, please contact:

ASI Custom Apparel

sales@asicustom.com

(505) 344-8534

Please include your order number whenever contacting us about an order.