1. Overview
Every XPORTYN product is personalised and manufactured to your approved design, so we can’t accept returns for change of mind, wrong sizes that match your approved size breakdown, or designs that match your approved proof. We do stand behind our workmanship: if something arrives defective or different from what you approved, we will make it right with a remake, a replacement or a refund.
2. What is covered
You are entitled to a remake, replacement or refund for items that:
- have a manufacturing defect — e.g. failed seams, print peeling or cracking, embroidery faults, holes or stains;
- don’t match the approved proof — e.g. wrong colours beyond normal tolerance, misspelt names, wrong numbers or logo placement;
- arrive in a different size or quantity from your approved size breakdown; or
- are damaged in transit (see Shipping & Delivery Policy for damaged shipments).
3. What is not covered
- Change of mind, or a design/size choice that matches what you approved.
- Minor colour variation within normal sublimation and embroidery tolerance.
- Wear and tear, or damage from washing contrary to the care label.
- Errors in information you supplied (names, numbers, sizes) that appear on the approved proof.
- Items altered, printed over or used in matches after a defect was noticed (please report first).
4. How to report a problem
- Email info@xportyn.com within 14 days of delivery with your order number.
- Include clear photos of each affected item and the label, plus a short description of the issue.
- Keep the items unused and in their original packaging while we review.
We reply within 2 business days. If we need the goods back to inspect them, we’ll send a prepaid return label or arrange collection — you won’t pay return shipping for a valid claim.
5. Remakes, replacements & refunds
Once a claim is confirmed you can choose:
- Remake / replacement — we re-produce the affected items as a priority order and ship them at our cost, usually within 2–3 weeks; or
- Refund — for the affected items, including the proportional shipping cost you paid.
Where only some items in an order are affected, the remedy applies to those items only.
6. Cancellations & deposits
| When you cancel | What you get back |
|---|---|
| Before design approval | Full refund of any deposit |
| After design approval, before production starts | Deposit refunded, less design, sampling and material costs already incurred |
| After cutting or printing has begun | Order can’t be cancelled — goods are personalised |
7. Samples
Sample and mock-up fees are non-refundable once the sample is produced, but are credited against your bulk order when stated on your quotation. Defective samples are remade free of charge.
8. How and when refunds are paid
Approved refunds are issued within 5–10 business days to the original payment method:
- Bank transfer payments are refunded by bank transfer to the account the payment came from, in the original currency.
- Card payments made through Payoneer are refunded to the same card.
Your bank may take a few additional days to show the credit. We’ll email you when the refund is sent. Bank charges or currency conversion differences applied by your bank are outside our control.
9. Questions
Contact us at info@xportyn.com or +92 329 1475692. This policy forms part of our Terms of Service and doesn’t affect any statutory rights you may have.