Refund & Guarantee Policy

1. Our Refund & Guarantee Policy

Custom Patches New York stands behind every patch with a free proof approval step and a guarantee against manufacturing defects and proof mismatches, regardless of patch type or order size. This policy covers embroidered, woven, PVC, leather, chenille, and every other patch style we manufacture, and it applies equally to a single-patch order and a bulk order for a school, team, business, or organization across Manhattan, Brooklyn, Queens, the Bronx, Staten Island, and the rest of the country.

The guarantee exists to protect the accuracy of every custom design against the proof a customer approved, not to provide refunds on custom merchandise that was produced correctly. Sections 2 and 3 below explain how that protection works in practice.

2. The Free Proof Approval Guarantee

Every order receives a free digital proof before production begins, showing exact dimensions, colors, thread or material selections, lettering, and backing type. Production does not start until a customer approves that proof in writing, and this approval step is the primary safeguard against sizing errors, spelling errors, and color mismatches reaching a finished patch.

Customers should check spelling, sizing, color callouts, and backing selection carefully before approving a proof, since approval confirms the design exactly as shown. Our How It Works page walks through the full proof-to-delivery process in more detail.

3. Our Quality Guarantee for Manufacturing Errors

Custom Patches New York remakes or refunds, at no added cost, any patch that does not match the dimensions, colors, text, or backing shown on the approved proof, or that arrives with a manufacturing defect such as loose stitching, a defective adhesive, or a peeling laminate. This guarantee applies whether the issue affects one patch or an entire production run.

Customers should report a manufacturing error or defect within 30 days of delivery and include photos comparing the finished patch to the approved proof. Our New York team reviews every claim against the original proof on file before approving a remake or refund.

4. Order Cancellation Before Production Begins

A customer can cancel an order and receive a full refund at any point before approving the digital proof, with no cancellation fee. Once a proof is approved and production begins, an order cannot be canceled, because the patches are manufactured specifically to that customer’s approved design and are not held as stock inventory.

Customers who need to cancel or pause an order should call our New York team immediately rather than wait for a confirmation email, since production can begin shortly after proof approval.

5. Custom Patches Are Final Sale After Approval

Patches produced correctly to an approved proof are final sale and not eligible for a refund based on a change of mind, a reconsidered design choice, or a preference discovered after delivery. This standard applies to all made-to-order patches in the same way it applies across the custom apparel and promotional products industry, where each item is manufactured for one specific customer rather than pulled from existing stock.

The only exceptions to final sale status are the manufacturing error and defect guarantee in Section 3 and the shipping damage protection in Section 7. Our Terms of Service page covers the full terms governing custom orders.

6. Color, Thread, and Material Variance

Screen colors and physical patch colors differ because a monitor displays color in RGB light while thread, PVC, and leather take color from dyed material and ink, and monitor calibration varies from device to device. A small variance between an on-screen proof and a finished patch is a normal part of the embroidery, weaving, and molding process, not a manufacturing defect, and falls outside the guarantee in Section 3.

Customers who need precise color matching should reference our Thread Color Chart page before approving a proof, since it shows standard thread numbers our New York team can match against an approved proof.

7. Damaged or Lost Shipments

Custom Patches New York replaces or refunds, at no added cost, any patch order that arrives damaged or is lost in transit with FedEx, UPS, or USPS, provided the issue is reported promptly with photos and the original packaging is kept available for inspection. Full carrier and tracking details are covered on our Shipping & Delivery Policy page.

Customers should contact our New York team as soon as tracking shows an unexpected delay or a delivered package arrives damaged, rather than wait for the carrier to resolve the claim independently.

8. How to Request a Refund, Reprint, or Replacement

Customers can request a refund, reprint, or replacement by calling our New York team at (917) 735-9139 or by submitting our contact form. Include the order number, a description of the issue, and photos comparing the finished patches to the approved proof on file.

Our New York team reviews each request against the original proof and production records before confirming whether it qualifies under Section 3 or Section 7, then follows up directly with next steps.

9. Refund Method and Processing Timeline

Approved refunds are issued to the original payment method and typically post within 5 to 10 business days of approval, depending on the customer’s bank or card issuer. When a defect or proof mismatch affects only part of an order, Custom Patches New York remakes or refunds the affected units rather than the full order.

10. Bulk and Wholesale Order Guarantee

The same proof approval guarantee and manufacturing error guarantee apply to bulk and wholesale orders for school districts, Scout councils, police and fire departments, motorcycle clubs, and sports leagues, with no minimum order required to qualify. If a defect or proof mismatch affects a portion of a bulk shipment, our New York team remakes or refunds only the affected pieces, unless the same issue is confirmed across the full run.

11. What This Guarantee Does Not Cover

• A change of mind, reconsidered design, or new preference after a proof has been approved
• An error, including a spelling or sizing error, that appeared on the proof a customer approved
• Normal wear and tear from extended use, washing, or outdoor exposure
• Damage caused by improper ironing, heat application, or adhesive application after delivery
• Minor color or shade variance between a screen proof and the finished patch, as described in Section 6

12. Frequently Asked Questions

Can I get a refund after I approve my proof?

Not for a change of mind. Custom Patches New York issues a refund or remake after proof approval only when the finished patches do not match the approved proof or have a manufacturing defect.

What if my patches don’t match the proof I approved?

Yes, that is covered. Report the mismatch within 30 days of delivery with photos, and our New York team remakes or refunds the affected patches at no added cost.

Can I cancel my order before production starts?

Yes. A customer can cancel and receive a full refund at any time before approving the proof. Once production begins, the order cannot be canceled.

Do you offer refunds for buyer’s remorse on a custom design?

No. Patches produced correctly to an approved proof are final sale, since each order is made specifically for that customer rather than pulled from stock.

What happens if my patches arrive damaged?

Contact our New York team with photos and your order number. We replace or refund patches damaged in transit at no added cost when reported promptly.

Will the finished patch colors match exactly what I see on my screen?

Not always exactly. Screen colors and physical thread or material colors vary slightly due to monitor calibration, which is normal and not a defect.

How long does a refund take to process?

Approved refunds typically post to the original payment method within 5 to 10 business days, depending on the customer’s bank or card issuer.

Does the guarantee apply to bulk or wholesale orders?

Yes. The same proof approval and manufacturing error guarantee applies to bulk orders, with no minimum order required to qualify.

What isn’t covered by this guarantee?

Errors approved on the original proof, normal wear and tear, damage from improper application after delivery, and minor color variance are not covered.

How do I request a refund or replacement?

Call our New York team or submit our contact form with your order number, a description of the issue, and photos compared to the approved proof.

13. Changes to This Page

We update this page when our guarantee terms, production practices, or refund procedures change. We post the current version of this policy on this page with a new effective date.

14. Contact Us

Direct a question about a refund, reprint, replacement, or guarantee claim to our New York team.

Use our contact form or call during business hours for a free quote, typically returned within 1 hour. Visit our FAQ Hub for additional questions on materials, backings, and ordering, read our Shipping & Delivery Policy for carrier and transit details, or review our full Privacy Policy and Terms of Service for additional detail on how we handle your order.