Return & Refund Policy

Limitations of Customized Products

Every Masswear Uniform order is made to your specifications: your fabric, colors, sizes, logos, names and decoration. Because each garment is produced especially for your team, we are unable to accept standard retail returns or restock items.

Time Frame for Refund Eligibility

We do not accept product returns. However, we offer a 30-day refund window for both defective and non-defective items, starting from the date you receive your order. Refund requests submitted more than 30 days after delivery are not eligible for review.

If an item has a manufacturing defect or a production error (for example a sewing fault, a damaged fabric panel, or a logo, name or color that does not match your approved mockup), please report it within 7 business days of receiving your order, with clear photos of each affected item.

For non-defective items, refund eligibility is reviewed case by case and may be subject to additional criteria. Once a refund or replacement has been issued, you are welcome to keep, donate, recycle or dispose of the garments. You do not need to send them back.

How to Request a Refund

1. Email [email protected] or call +92 3177367253 within the time frames above.
2. Include your order number, the affected items and quantities, and a short description of the issue.
3. Attach clear photos of each affected garment (and of the packaging, for shipping damage).
4. We will confirm receipt and let you know the outcome and next steps.

Exchange Policy

Because garments are custom-made, we do not offer exchanges for different sizes, colors or styles. If you receive an item with a qualifying issue, please use the refund process above and we will replace or refund it. Additional sizes or quantities can always be ordered as a new order.

Who Bears the Cost?

Since products do not need to be returned, there is no return shipping cost to you. When we replace items because of a qualifying issue, we cover the cost of producing and shipping the replacement. Masswear Uniform does not provide refunds for:

• Slight color variation between screens, printed proofs and fabric dye lots.
• Logo, embroidery or print placement differences within ½ inch (1.3 cm) of the approved position.
• Garment measurement differences within ±1 inch (2.5 cm) of the size chart.
• Minor creasing, loose thread ends or packaging marks from transit that do not affect wear.

Cancellations and Related Charges

You can cancel free of charge within 24 hours of placing your order or approving your quote, with the following exceptions:

• Orders placed with custom-dyed or specially sourced fabric cannot be cancelled once the fabric is ordered.
• Cancellations after 24 hours but before fabric cutting carry a cancellation fee of up to 50% of the order value to cover materials, sampling and setup already completed.
• Once fabric cutting or decoration has started, orders cannot be cancelled or changed.

Please review your order details, sizes and artwork carefully and promptly after placing your order.

How Long Does It Take?

The time it takes to review your request depends on the type of issue:

• Manufacturing defects and production errors are reviewed within 5–7 business days of receiving your photos.
• Shipping damage and lost-package claims are processed once our shipping partner approves the claim, usually within 30 business days.
• Decoration issues (embroidery, printing or patches) may be resolved with a remake, a partial refund or a full refund, depending on severity.

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider.

The quality of embroidery and printing depends on the artwork you provide. Please follow these guidelines for the best result:

Supported Files

• Vector files (AI, EPS, SVG or PDF) are preferred.
• High-resolution PNG or JPG at 300 DPI or higher.
• Pantone (PMS) color references for exact brand color matching.
• Text in embroidery at least 5 mm (¼ inch) tall to stay legible.

Unsupported or Limited Elements

• Low-resolution, blurry or screenshot images.
• Gradients, photographs and very fine lines in embroidery.
• Transparency effects and drop shadows.
• Logos or trademarks you do not have permission to use.

If a file does not meet these requirements and you ask us to proceed, it will be produced as submitted and refunds will not be provided for the resulting quality. If we contact you with concerns and do not receive a response, you accept responsibility for the decoration quality. Our design team can help redraw artwork on request.

Before production, we send a digital mockup showing your garment, colors, logo placement and sizes, usually within 2–3 business days. Production starts only after you approve the mockup in writing.

Physical pre-production samples are available on request and are recommended for large orders. Once a mockup or sample is approved, the final garments will match it within the tolerances above. Differences from an approved mockup or sample are not grounds for a refund unless there is a manufacturing defect.

If you change your artwork, colors or sizes for a repeat order, a new mockup approval is required. Delays caused by late approvals or incorrect contact details are not grounds for a refund.

Production time depends on the garment, decoration method and order size:

• Pre-production samples: 5–7 business days.
• Standard bulk production: 3–4 weeks.
• Rush production: around 2 weeks (additional charges apply).
• Orders over 1,000 pieces may need an additional 1–2 weeks.

Lead times begin after mockup approval and payment. Shipping time is separate from production time. Only rush production timelines are guaranteed.

If a package appears lost or arrives damaged, please take these steps first:

• Confirm the delivery address and check with your reception, mailroom or neighbors.
• Wait 24 hours after the carrier marks the order as delivered.
• Photograph any damaged cartons and garments before discarding packaging.

Report shipping damage within 48 hours of delivery. We will file a claim with our shipping partner and replace or refund the affected items once the claim is approved. If you arranged your own freight or courier, claims must be made directly with that carrier.

Please review your order carefully before approving it. Masswear Uniform is not responsible for:

• Spelling, names, numbers or artwork approved on your mockup.
• Size selections that differ from our size chart or your team's measurements.
• Incorrect quantities, duplicate orders or wrong styles selected.
• Incorrect shipping addresses or contact details.
• Colors approved from a digital mockup without a physical sample.

Bulk garment production can vary slightly from the ordered quantity. We work within a variance of ±3%:

• If we deliver more than 3% fewer pieces than ordered, the missing pieces are refunded or produced at no extra cost.
• Extra pieces delivered beyond your order are yours to keep at no additional charge.

Uniform programs with scheduled repeat orders receive pricing based on frequency and volume. If a contract is cancelled before its agreed term, you may be charged for fabric, stock and garments already produced for your program, and any volume discounts may be adjusted to the quantity actually ordered.

Masswear Uniform may refuse orders or service where requests fall outside the terms described here. We aim to make sure every customer receives the quality they expect within the reasonable limits of custom garment manufacturing, and we handle every request fairly and transparently.

Masswear Uniform · Sialkot, Punjab, Pakistan · [email protected] · +92 3177367253