Order Cancellation Policy
We understand that plans can change. At CustomPatched.com, we strive to be transparent and fair in our business practices. This policy clearly outlines your options and our limitations regarding order cancellation, which are essential due to the personalized, made-to-order nature of our products.
Our Goal: To provide flexibility where we can, while respecting the dedicated work of our production team and the specialized materials sourced for your unique order.
The Cancellation Window & Associated Fees
The ability to cancel your order depends entirely on its stage in our production pipeline. Once you approve your design proof, your order moves swiftly into manufacturing.
Full Cancellation (100% Refund):
Timeframe: Within 12 hours of placing your order.
Condition: Only if your digital design proof has NOT yet been finalized and approved by you. This is a brief window for changes of mind before any pre-production work begins.
Partial Cancellation (50% Refund):
Timeframe: More than 12 hours after placing your order, but BEFORE you have given final approval on your digital design proof.
Reasoning: At this stage, our design team has often begun initial work on your custom draft. The 50% fee covers this preliminary creative labor.
No Cancellation (0% Refund):
Timeframe: Immediately AFTER you approve the final digital proof.
Reason: Your approval is the official green light for production. We immediately commit your order to our schedule, purchase specific materials (thread, fabric, backing), and program our embroidery machines. Due to these irrevocable commitments, cancellations are no longer possible once the proof is approved.
Why We Have This Policy
This policy is not in place to be restrictive, but to ensure we can deliver the high-quality, custom products we’re known for, at a fair price.
Respect for Craftsmanship: Our team dedicates significant skill and time to each project. Last-minute cancellations after work has begun undermine their specialized efforts.
Specialized, Non-Restockable Materials: Your custom patches require specific thread colors, fabric, and backing materials purchased uniquely for your job. These cannot be returned to suppliers or used for other orders.
Production Efficiency: To serve all our customers promptly, we plan our production queue in advance. A cancelled custom order creates an unfillable gap in this schedule.
Important Clarifications
“In Production” Defined: For clarity, your order is considered “in production” the moment you approve the final proof. You do not need to wait for a “dispatch” notification.
Customized Orders Are Final: All orders at CustomPatched.com are, by definition, customized. Therefore, the strictest cancellation terms apply universally.
Errors in Your Provided Artwork: Cancellations due to errors in the artwork, logo, or design details you provided (and later approved in the proof) are subject to the above fees. We strongly recommend double-checking all details in your proof.
How to Request a Cancellation
If you wish to cancel within the eligible timeframe:
Contact Us Immediately: Send an email to support@custompatched.com with your Order Number and the subject line “CANCEL REQUEST.”
Await Confirmation: Do not assume your order is cancelled until you receive a written confirmation from our team. We will process eligible requests and inform you of any applicable fees.
Refund Timeline: If approved, refunds will be issued to your original payment method within 5-10 business days, minus any applicable cancellation fee.
Our Strong Recommendation:
Please review your design brief carefully and ask our team any questions before approving your final proof. This is the single most important step to ensure complete satisfaction and avoid the need for cancellation.
Questions Before You Order?
Our customer service team is here to help you feel confident in your purchase. Contact us at support@custompatched.com for any pre-order inquiries.
