Privacy Policy
Refund & Cancellation Policy
Most of our services and products are made to a customer’s specifications. This policy explains when an order may be changed or cancelled and how we address verified problems. Nothing in this policy excludes a right or remedy that cannot lawfully be excluded.
1. Check Before Approval
Customers must review quotations, invoices, artwork, digitized files, digital proofs, mockups, samples, size charts, colors, spelling, placement, quantities, shipping details, and other specifications before approval. Approval may be given by email, message, signed document, payment, or another method we agree to use.
2. Digital Services
Digital services include embroidery digitizing, vector conversion, and artwork preparation. We will correct, without an additional service charge, verified technical errors or failures to meet the agreed brief that are reported within 7 calendar days after delivery of the files.
Because digital files are custom-created and cannot be returned, a change of mind is not refundable after work has begun. If we cannot correct a verified material failure to meet the agreed brief within a reasonable time, we may provide an appropriate partial or full refund for the affected service.
3. Custom Apparel and Production
Custom garments, embroidery, DTF printing, sublimation, patches, and other made-to-order products cannot be returned or exchanged for change of mind, incorrect customer-supplied information, or issues already visible in an approved proof or sample.
4. Cancellations and Changes
A cancellation or change request must be sent in writing. We will confirm whether it can still be accepted.
- Before work or sourcing begins: eligible amounts paid may be refunded, less any non-recoverable payment, design, sample, administrative, or third-party costs disclosed to you.
- After design work, sourcing, sampling, production, printing, embroidery, or other committed work begins: the customer is responsible for completed work and non-cancellable commitments. Any refund is limited to the uncommitted balance, if any.
- After dispatch or digital delivery: cancellation is not available, subject to the defect and legal-right provisions below.
Service providers are expected to use information only for the relevant service and to protect it appropriately.
5. Production Issues and Claims
If physical goods are damaged, defective, or materially different from the approved specifications, notify us within 7 calendar days after delivery. Provide the order reference, a clear description, photographs or video of the goods and packaging, and the affected quantity. Keep the goods and packaging available while the claim is investigated; do not return anything without written instructions.
After verification, we may repair, rework, replace, provide a reasonable price adjustment, or refund the affected item or service. The appropriate remedy depends on the nature and extent of the issue, availability, cost, and applicable law. We will not require the customer to pay again for an agreed remedy to a verified defect.
6. Normal Production Variation
Reasonable batch-to-batch or process variation may occur in fabric shade or texture, thread or print color, garment measurements, stitch appearance, print placement, and screen display. Any agreed tolerance, approved sample, supplier specification, or size chart forms part of the order standard. A variation outside the agreed standard may be treated as a defect; a variation within it is not.
7. Exclusions
A remedy may be unavailable to the extent an issue was caused by customer-supplied errors, unauthorized or unsuitable artwork, use contrary to care instructions, normal wear, alteration by another party, improper storage, or damage occurring after delivery. This does not affect responsibility for a separate verified defect.
8. Shipping Claims
Transit damage, loss, customs delay, and incorrect-address issues are handled under the Shipping & Delivery Policy. We will provide reasonable assistance with a carrier claim where appropriate.
9. Refund Method and Timing
Approved refunds are normally made through the original payment arrangement where reasonably possible. Bank, payment-provider, currency-conversion, or intermediary charges may affect the amount received unless the refund results from our verified error and applicable law requires otherwise. We will initiate an approved refund within 10 business days, but the receiving institution may require additional processing time.
Contact Us
Questions, notices, privacy requests, or order-related concerns may be sent to info@iqraembstudio.com. Please include your name, company name (if applicable), order or quotation reference, and enough detail for us to respond.