RETURNS:

We have a 30-day return policy on all Ready To Ship items, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@hdxembroidery.com.If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package.

Approved refunds will be issued to the original payment method within 5-10 business days after the returned item is received and inspected. Original shipping charges are non-refundable.

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@hdxembroidery.com.

HDX is not responsible for packages lost, stolen, or delayed by the carrier after shipment. Customers should contact the carrier directly regarding delivery issues.

DAMAGES AND ISSUES:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

NON-RETURNABLE ITEMS:

Because all custom embroidery is made specifically for the customer, all custom orders are final sale and are not eligible for returns, refunds, or exchanges once production has begun. If a custom order arrives damaged, please contact info@hdxembroidery.com.

Customers are responsible for reviewing and approving all spelling, artwork, sizing, and placement prior to production. HDX is not responsible for errors that were approved by the customer during the proofing process.

Customer-supplied items are embroidered at the customer's risk and are not eligible for replacement, refund, or reimbursement if damaged during production. While HDX takes every reasonable precaution when embroidering customer-supplied items, customers acknowledge that embroidery carries inherent risks. HDX is not responsible for replacing or reimbursing customer-supplied items that are damaged during the embroidery process.

Personalized items completed during live events, pop-ups, or embroidery activations are final sale and cannot be returned or exchanged.

All custom embroidery, personalized items, digitized designs, business orders, customer-supplied item embroidery services, and event embroidery services are final sale and non-refundable.

Business, wholesale, and bulk embroidery orders are considered custom orders and are final sale once production has begun.

EXCHANGES:

If you are returning an item in exchange for the same item in a different size, or an item of equal value, your new item will be shipped once your return item is received.

One-of-a-kind upcycled pieces cannot be exchanged for the same piece in a different size. They are one of a kind.

HDX reserves the right to refuse returns that do not meet the conditions outlined in this policy.