Legal

Refund Policy

We stand behind every patch we produce. Here's how we handle issues.

Last updated: April 2025

Because all products are custom-manufactured to your specifications, we are unable to accept returns for buyer's remorse or change of mind. Please review proofs carefully before approving production.

1. Our Quality Guarantee

HubPatches guarantees that every order will match the approved digital proof in terms of design, colour (within industry-standard Pantone tolerance), and dimensions. If your order does not meet this standard due to a production error on our part, we will remedy the situation at no cost to you.

2. Eligible Issues for Remake or Refund

We will offer a free remake or full refund in the following situations:

  • Production defects — stitching errors, misprints, delamination, or structural defects not present in the approved proof.
  • Wrong item received — you received a different product than what was ordered and approved.
  • Significant colour deviation — colours are substantially different from the approved proof beyond acceptable Pantone tolerance.
  • Missing items — your shipment contained fewer units than invoiced.

3. How to File a Claim

To initiate a claim, please contact us within 7 days of receiving your order and include:

  • Your order number.
  • Clear photographs of the defective or incorrect items.
  • A brief description of the issue.

Send your claim to info@hubpatches.com. We aim to respond within 1 business day.

4. Remake vs. Refund

Our preferred resolution is a free remake of the affected order at the same quantity and specification. If a remake is not suitable or feasible (e.g., a one-time event date has passed), we will issue a full or partial refund to your original payment method, at our discretion.

Refunds are typically processed within 5–10 business days depending on your bank or payment provider.

5. Situations Not Covered

The following situations are not eligible for a refund or remake:

  • Errors in artwork or text that were present in the approved proof and approved by the customer.
  • Colour differences that fall within industry-standard Pantone tolerance (slight variations in thread or ink colour between screen display and physical product are normal).
  • Claims filed more than 7 days after delivery.
  • Damage caused after delivery (e.g., improper washing, storage, or application).
  • Orders cancelled after production has begun (see Section 6).

6. Order Cancellations

  • Before proof approval: Orders cancelled before you approve the proof are eligible for a full refund, minus any digitizing or setup fees already incurred.
  • After proof approval but before production: A partial refund may be available depending on how far production preparation has progressed. Contact us as soon as possible.
  • After production has begun: Cancellations are not accepted once manufacturing has started. The order will be completed and delivered as approved.

7. Rush Orders

Rush surcharges (30%–50%) are non-refundable once the expedited production slot has been allocated, even if the order is subsequently cancelled before production begins, as that slot cannot be filled by another customer.

8. Contact Us

If you have questions about this policy or want to discuss a specific situation, please reach out — we're here to make it right.