Refund policy

Outfit Journey - Refund and Exchange Policy

Last Updated: 15/12/2024

At Outfit Journey, we take great pride in the quality and uniqueness of our custom-made clothing. Because our products are made to order, we have a specific Refund and Exchange Policy. Please read through the following guidelines for a clear understanding of our policy.

1. Custom-Made Products

All of our products are custom-made to your specifications, including the chosen design, size, and other preferences. As such, we encourage you to carefully review your order details before finalizing your purchase.

1.1 Custom Printed Fabric

we have a strict no-return and no-exchange policy on custom-printed fabrics. However, we are committed to ensuring you receive a high-quality product.

Returns & Replacements (Applicable Only for Defective or Incorrect Orders)

We accept returns or replacements only in the following cases:

  • Printing Defects – If the fabric has major printing issues (misalignment, smudging, or color mismatch beyond a reasonable margin).
  • Wrong Fabric Sent – If you receive a fabric type different from what you ordered.
  • Damaged Fabric on Arrival – If the fabric is torn, stained, or defective upon delivery.

⛔ We Do Not Accept Returns for:
❌ Change of mind or ordering the wrong design.
❌ Slight color variations (due to digital screen vs. fabric differences).
❌ Minor misalignments within acceptable industry standards.

2. Refunds

Due to the custom nature of our clothing, we do not offer refunds on items unless:

  • The item is damaged, defective, or incorrect upon arrival.
  • The wrong size or design was shipped.

2.1 Eligibility for Refund

To be eligible for a refund, the following conditions must be met:

  • The item must be defective or damaged upon receipt.
  • The item received is not what was ordered (e.g., wrong size, color, or design).
  • You must contact us within 7 days of receiving the item to report the issue.
  • You must provide clear photographic evidence of the damage, defect, or error to help us assess the situation.

2.2 Refund Process

Once your refund request is approved:

  • Refund Method: Refunds will be processed to your original method of payment.
  • Refund Amount: You will receive a full refund for the cost of the item, excluding any shipping charges.
  • Processing Time: Refunds will be processed within 7-10 business days after approval.

3. Exchanges

We do offer exchanges for damaged or incorrect items.

3.1 Eligibility for Exchange

Exchanges can be requested if:

  • The item is damaged or defective.
  • The wrong item was shipped to you (wrong size, design, or color).
  • You must contact us within 7 days of receiving the product and provide photographic evidence of the issue.

3.2 Exchange Process

Once your exchange request is approved:

  • We will offer you a replacement item in the correct design, size, or color at no extra charge.
  • Shipping Costs: We will cover the return shipping costs for damaged or incorrect items. If you are exchanging due to a personal preference (e.g., wrong size chosen), you will be responsible for the shipping costs.
  • Replacement Shipping Time: Replacement items will be shipped within 7-10 business days from receiving the returned item.

4. Non-Refundable Items

Due to the custom-made nature of our products, the following are non-refundable:

  • Shipping Fees: Shipping charges are non-refundable, except in cases where the item is defective or incorrect.
  • Custom Fees: We cannot provide refunds for custom designs once production has begun.

5. Order Cancellation

  • Cancellation Window: Orders can be canceled within 24 hours of placing the order.
  • After 24 Hours: Once production begins, the order cannot be canceled.
  • Refund for Cancellations: Orders canceled within 24 hours will receive a full refund.

6. Return Policy

We do not accept returns for non-defective or non-damaged products. Since each item is made to order, it is important that you confirm all details, including size and design, before purchasing.

6.1 Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us within 7 days of receiving your item.
  • We may request that you return the damaged or incorrect product. In this case, Outfit Journey will cover the return shipping costs.
  • After receiving the returned item, we will issue either a refund or replacement as per your preference.

7. Customer Service

If you have any questions or need assistance with a refund, exchange, or order cancellation, please reach out to our customer service team:

  • Email: support@outfitjourney.com

8. Changes to This Refund and Exchange Policy

We may update or modify this Refund and Exchange Policy at any time. Any changes will be posted on this page with the updated date. Please review this policy periodically to stay informed about our refund and exchange procedures.