Returns & Refunds

Our quality-first policy for B2B substrate orders.

30-day return window. If your order arrives damaged, defective, or does not match the agreed specification, we will replace it or refund you in full — no questions asked.

When You Can Return

  • Damage in transit or manufacturing defects.
  • Material, GSM, or size does not match your confirmed order.
  • We ship the wrong product (which should not happen).

How to Start a Return

  1. Contact [email protected] within 30 days of delivery with your order number and photos/videos of the issue.
  2. Our QA team reviews and issues a Return Authorization (RA) within 2 business days.
  3. Ship the affected goods back (we cover freight for defects on our side) or authorize a local sample assessment.
  4. Replacement or refund is issued within 5 business days of approval.

Non-Returnable Items

Custom die-cut orders cut to your exact dieline and branded/private-label products are non-returnable once production starts, unless the defect is on our side. This is why we strongly recommend ordering samples or a Sample Kit before your first bulk run.

Sample Kit & Swatch Book Policy

Because swatch books contain cut fabric samples and are handled for hygiene purposes, Sample Kits (the $19.90 Swatch Book) are non-returnable once dispatched. This does not limit your rights if a kit arrives damaged, incomplete, or does not match your order: contact [email protected] within 14 days with photos and we will re-ship the missing or damaged swatches free of charge. Kits that have not yet shipped can be cancelled for a full refund.

Quality Assurance

Every production batch passes our 3-stage QC: inbound material inspection, in-process checks, and pre-shipment AQL 2.5 sampling with COA (Certificate of Analysis) included.

Need Help?

Contact our support team and we will make it right: