Return Policy

Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you or your customers notice an issue on the products or anything else on the order, please e-mail sales@buyonfactory.com.

What cannot be returned: 

Due to the nature of custom products, we can not accept returns or exchanges of any items unless the merchandise is misprinted, materially flawed, or defective. In addition, please note that sizing can vary between manufacturers and styles. If you have any questions about how a garment may fit, or to purchase a sample product, please contact us at sales@buyonfactory.com.

We can not be responsible for the purchase of incorrect sizes and will not be able to accept returns for this reason once the apparel are custom-made.

If your items are misprinted, materially flawed, or defective in any way, please contact us at sales@buyonfactory.com within 14 days from receipt of merchandise and provide your order number with all correspondence.

Shipping charges for products returned: All shipping charges for returning products to us must be paid by the returnee. We do not reimburse shipping charges.

Exchanges & Refunds (if applicable)
We only accept to exchange or refund, if:
  • Wrong item(s) received.
  • The item is damaged or defective.
Contact us at sales@buyonfactory.com for refund or replacement request.

Cancellation
  • Cancellation of an order is possible as long as the order hasn't been produced yet. A cancellation fee of 10% is charged to a customer who wants to cancel their order.
  • If the order has already been shipped, cancellation is not possible. 
Contact us at sales@buyonfactory.com for cancellation request.

Missing Item
  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If an item is missing, please contact us at sales@buyonfactory.com with the order number, the missing item's name and a picture of the package showing the shipping label.

Why does my item look different from the picture advertised?
Please bear in mind that product images are for illustrative purposes only and may differ from the actual product. Due to differences in monitors, colors of products may also appear different to those shown on the site. Most of the product images shown are not REAL product photos, but templates and mockups to showcase our designs. Please handle your expectations.