Returns & refunds

Contact LS Custom promptly with the order or invoice reference, affected quantity, clear photos and a description of the issue. Keep the goods and packaging until the review is complete. The appropriate remedy depends on the documented problem and the applicable written order or policy.

Report a suspected defect as soon as it is discovered and within the period stated in the applicable order or return policy. Early notice makes it easier to inspect the issue, preserve carrier evidence and determine the correct next step.

Provide wide photos showing the affected items, close-ups of the issue, carton or packaging photos when shipping damage may be involved, quantities affected and the order reference. Do not discard evidence until the review is complete.

Not necessarily. Screens, garment dye lots, thread, ink and print processes can display color differently. The review should compare the delivered product with the approved proof, product specification and any physical sample used for approval.

Document the discrepancy against the approved order and proof. LS Custom reviews the affected units and the written specification before determining whether correction, replacement or another remedy applies.

Custom-decorated goods are generally different from ordinary retail returns because they were produced to an approved specification. Change-of-mind eligibility depends on the applicable written policy and order terms; confirm cancellation and return conditions before authorizing production.

Proof approval is an important production control. If the delivered goods match the approved artwork or specification, a later requested change may require a new production order rather than a defect remedy. Review names, dates, spelling, placement and dimensions carefully before approval.

Photograph the carton and contents before discarding packaging, note visible damage at receipt when possible and contact LS Custom promptly. Carrier evidence and deadlines can affect the available claim process.

Identify the exact affected quantity and separate those units from acceptable goods. A partial issue does not automatically require treating the entire order as defective; the review should establish the scope first.

A remake should not be assumed before the issue and responsibility are confirmed. For deadline-critical situations, contact the team immediately so the review and any time-sensitive options can be discussed together.

Check carton count, product, color, sizes, decoration, personalization and visible shipping condition against the approved order. For multi-location programs, use the same receiving checklist at each destination.

Have each location record what was received, what is missing or incorrect, carton identifiers and photos where useful. Consolidate the evidence by destination so the issue can be reconciled against packing and shipping records.

Product availability and manufacturer specifications can change. Repeat orders should reconfirm the current product and color, especially when exact matching matters. Any proposed substitution should be approved before production.

For a managed program, substitution rules should be agreed in advance. When a core product is unavailable, the replacement should be reviewed for fit, color, decoration and cost before it becomes the new standard.

Contact LS Custom with the total quantity, known affected units, distribution status and evidence. The review may need to distinguish recoverable inventory from items already issued to employees, customers or event attendees.

No. Apparel and decoration can have manufacturing tolerances, while a defect is a failure to meet the applicable specification or acceptable product condition. The selected product, approved proof and documented issue should be reviewed together.

Customer-supplied goods carry different replacement risk because LS Custom did not source the blank item. The applicable order should state responsibility and remedy terms before decoration begins, especially for rare or high-value garments.

Cancellation depends on project stage and the applicable written terms. Blank goods, custom sourcing, artwork, setup, production or other committed costs may already be nonrecoverable. Ask for a written cancellation assessment before assuming the order can be stopped without cost.

Put acceptance criteria, inspection timing, evidence requirements, escalation contacts, remedy process and any location-specific receiving responsibilities in the written order or statement of work before production.

Use the LS Custom contact responsible for the order and include the order reference, deadline, affected quantity and evidence in the first message. For a managed program, establish primary and escalation contacts before launch.