Returns & Claims
Contract Quality & Warranties
Clear quality standards and practical claim procedures for custom apparel, branded uniforms, promotional clothing, and other made-to-order production programs.
Every custom apparel order is produced against the specifications, artwork, quantities, colors, sizing requirements, and production approvals confirmed before manufacturing. Our quality and claims process is designed to provide a clear path for reviewing material defects, workmanship issues, quantity discrepancies, and approved-artwork deviations.
Custom Order Quality Standards
Custom garments and branded apparel are produced specifically for each customer's approved requirements. Because these products may include custom colors, logos, artwork, measurements, embroidery, printing, labels, packaging, or other personalized specifications, they generally cannot be returned simply because of a change in preference after production has started.
Before production begins, customers have the opportunity to review the applicable artwork, specifications, measurements, quantities, and other production details. Once those details are approved, they become the primary reference for quality inspection.
Standard Production Tolerance
Custom apparel production may involve minor variations in fabric yield, finished measurements, color, printing, embroidery, and final quantity. Where applicable, a standard production tolerance of approximately 3% may apply to quantity or certain manufacturing measurements. The applicable tolerance depends on the product and specifications confirmed for the individual order.
Issues Eligible for Review
We encourage customers to contact us promptly when delivered goods do not reasonably match the approved production specifications. Examples that may qualify for a formal quality review include:
- Material or Structural Defects: Significant fabric defects, damaged components, serious sewing failures, or other workmanship problems that materially affect normal product use.
- Artwork or Decoration Errors: Material differences between the delivered embroidery, printing, labeling, or other decoration and the artwork or production proof approved before manufacturing.
- Quantity Discrepancies: Verified shortages that exceed any applicable production tolerance for the order.
- Specification Deviations: Material differences in agreed product construction, fabric, dimensions, colorway, or other documented specifications.
What We Review During a Quality Claim
Our review compares the delivered goods against the approved order documentation. This helps distinguish manufacturing defects from normal production variation or changes made after approval.
Approved Artwork
We compare logos, embroidery, printing, placement, dimensions, colors, and other decoration details against the final approved artwork or production proof.
Product Specifications
We review the confirmed fabric, construction, measurements, sizing, colorways, finishing details, and other specifications documented for the order.
Delivered Quantity
We compare the received quantity with the confirmed production quantity and any applicable manufacturing tolerance.
Post-Delivery Inspection Process
Customers should inspect their shipment as soon as reasonably possible after delivery. For the fastest review, please report any suspected quality issue within 7 calendar days of delivery, unless a different inspection period has been agreed in writing for the specific order.
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Document the Issue
Take clear photographs or short videos showing the affected garment, packaging, labels, decoration, measurement, or other relevant detail.
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Provide Order Information
Include your order number, invoice or payment reference, product name, affected quantity, and a short description of the issue.
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Submit the Claim
Send the documentation to quote@apparellots.com so our team can compare the delivered goods with the approved production specifications.
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Quality Review
Our team will review the available evidence and may request additional photographs, measurements, samples, or other information when necessary.
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Resolution
When a manufacturing issue is confirmed, the appropriate resolution may include replacement production, rework, partial credit, refund, or another mutually agreed remedy, depending on the nature and extent of the issue.
Sample & Production Approval
For complex custom apparel programs, we strongly recommend reviewing a physical sample or production proof before the full production run. A sample provides an opportunity to confirm fabric hand feel, color, sizing, decoration placement, construction, and overall appearance before larger quantities are manufactured.
Once a customer approves a sample, artwork proof, size specification, or other production reference, that approved reference may be used as the benchmark for evaluating the completed production.
Pre-Production Risk Reduction
For large-volume, multi-size, multi-color, or technically detailed orders, physical sample approval is one of the most effective ways to reduce avoidable production disputes and ensure the finished goods match the customer's intended specifications.
Important Claim Conditions
Quality claims are evaluated against the specifications and approvals associated with the individual order. The following conditions help ensure a fair and consistent review:
- Claims should include sufficient photographs, videos, measurements, or other evidence to identify and evaluate the reported issue.
- Normal differences that fall within applicable production tolerances may not be considered manufacturing defects.
- Issues caused by incorrect customer-supplied information, unapproved modifications, improper washing, misuse, storage conditions, or normal wear may not qualify as production defects.
- Color appearance can vary between digital screens, physical samples, printing processes, and different production batches. Where exact color matching is required, an agreed physical or standardized color reference should be used whenever possible.
- Customers should retain the affected goods and original packaging until the claim review is completed if a return or physical inspection is requested.
