What is your replacement policy?

Modified on Mon, 06 Mar 2023 at 06:01 PM

Custprint entertains all requests for returns or replacements with transparency. We define a defect as a physical characteristic of a product that prevents it from being fit to wear. This characteristic must be objective and independent from an individual's opinion. This is since we must prepare customized items with your customized artwork that are not off-the-shelf. Once printed, your garment is of no commercial worth to us or anyone else. That is why we check and approve all aspects of the print, the artwork, the garment quality and size with you before we print it.

If you still find that your issue pertains to a physical defect in the product, you may contact us and raise a ticket for a defective product. Our escalation matrix works as follows: 

  1. Our priority is to always fix the garment that is already with you. In such cases, we may ask you send or call the garment back. Once back with us, we will first attempt to fix the damange.
  2. If we find that the garment is beyond repair, Our second attempt is always to print a new garment and send that as a replacement. 
  3. If all fails, then our team may escalate the matter and send a full refund back to you.

Important: Custprint does not entertain any refunds for that have to do with fitting, printing method, size of garment, print which are subject to one's opinion. We suggest that if you have any questions regarding your product or print, you clear them with our team before Step 3 of our manufacturing process.

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