Return Policy
Look, We Get It. Sometimes Things Don't Work Out.
You ordered a batch of custom logo hoodies for the company retreat. They look incredible. Everyone loves them. But then Brad from accounting ordered one size too small, and now he's sulking. Or maybe you grabbed a few blank samples to check the feel and decided to go with a different color.
Whatever the reason, we're here to help. We just need to keep a few things straight so nobody ends up with a box of stuff they can't use.
The Short Version
If we embroidered, engraved, screen printed, or somehow decorated your logo or design onto it, that item is yours. Once we put your mark on it, there's no un-ringing that bell. We triple-check everything before production so what you get is exactly what you approved.
Within 14 days of delivery, if the items are unused, still in their original packaging, and in the same condition you received them. Basically, if you wouldn't hand it to your most important client, we can't take it back.
How It Works
- Reach out. Call us at 619-550-3730 or email inquiry@encorepromo.us with your order details. Let us know what's up.
- Get approved. We'll review and send you instructions on how to send things back. Please don't just mail stuff to us without talking to us first — we're a tight operation and we'd hate for your box to end up in a pile of mystery packages.
- Ship it back. Once the RMA is approved, we'll provide a prepaid shipping label for you to return the product. We recommend using a trackable service and keeping the tracking number — we're not responsible for things that vanish into the postal abyss.
- Get your refund. Once we receive and inspect the items, approved refunds go back to your original payment method within 5-7 business days. Easy.
The Fine Print (Read: The Boring But Important Stuff)
- Custom products (embroidered, engraved, printed, or decorated in any way) are non-refundable. We put serious care into every order and we know you approved the design before we started.
- Blank items must be returned within 14 days. After that, we can only offer store credit — and even then, it's a case-by-case thing.
- Items must be in resalable condition. Think: "Would I want to receive this?" If the answer's no, neither do we.
- Shipping costs on the original order are non-refundable. Return shipping is on you.
- Sale items and clearance products are final sale. Sorry — the deals are the deal.
We're not trying to make this difficult. We're just trying to make it fair. You've got questions? Hit us up. We don't bite. (Unless you're a competitor, in which case, we respectfully decline to return your call.)