Refund & Return Policy

At Apexx Advertising, most of what we produce is custom-made just for you. Because of that, we can’t accept returns or offer refunds simply for change of mind, incorrect sizes provided, or design changes after approval.

However, we stand behind our work. If there’s an issue that’s our mistake or a genuine defect, we’ll make it right.

1. Custom Orders – All Sales Final

All custom products (apparel, promo items, etc.) are final sale once your invoice and/or digital proof has been approved.

We do not offer refunds or returns for:

  • Change of mind after approval

  • Incorrect sizes or quantities provided by the customer

  • Design changes requested after production has started

  • Normal wear and tear

2. What Is Eligible for a Return or Replacement

We will repair, replace, or refund (at our discretion) items that meet all of the following conditions:

  1. Defective products, such as:

    • Major print defects (missing areas of print, obvious ink issues, severe misalignment)

    • Garment defects (large holes, broken zippers, severe fabric flaws) that were present before wearing or washing

  2. Errors on our part, where the finished product does not match your approved invoice and/or mockup, such as:

    • Wrong logo or artwork used

    • Wrong garment style, color, or imprint location (front/back/sleeve, etc.) than what appears on the approved invoice/mockup

    • Wrong imprint color(s) compared to the approved proof (beyond normal, industry-standard tolerance)

If the finished product clearly does not match the approved invoice/proof, we will take responsibility and work with you to fix it.

3. Proofs, Mockups & Approvals

Before we print, we provide an invoice and/or digital mockup for your review.

By approving the invoice and/or proof (via email, signature, or payment), you confirm that:

  • Artwork, spelling, and details are correct

  • Garment style, colors, quantities, and sizes are correct

  • Placement and general layout are acceptable

Production will not begin until we receive your approval. Once approved, changes are not guaranteed and may incur additional costs if possible.

4. About Color, Scale & Screen Differences

As stated on our invoices and proofs:

  • Proofs are not to exact physical scale. They are a visual representation only.

  • There may be subtle differences in color and appearance between what you see on your device and the final printed product due to:

    • Different screen resolutions and brightness

    • Printing processes and inks

    • Fabric color and texture

For this reason, the following are not considered defects and are not eligible for return or refund:

  • Slight variation in print size versus how it appears on the mockup

  • Minor color shift between on-screen proof and printed ink

  • Standard placement tolerances (a small variance in exact print position, within industry norms)

If you need an exact ink color match (e.g., specific Pantone), this must be requested before proof approval and may include an additional fee.

5. What Is Not Considered Defective

We cannot accept returns for:

  • Slight color differences from screen to print

  • Minor variations in print size or placement

  • Natural garment size tolerances between brands or styles

  • Incorrect sizes ordered by the customer

  • Shrinkage due to washing/drying

  • Damage caused by misuse, improper washing, or normal wear and tear

6. How to Report an Issue

If you believe your order is defective or does not match your approved invoice/mockup:

  1. Contact us within 7 calendar days of receiving your order.

  2. Email us with:

    • Your name and order/invoice number

    • A description of the issue

    • Clear photos of the item(s), including the defect or mismatch

We’ll review your claim and respond with next steps. If approved, we may:

  • Reprint or replace the affected item(s)

  • Issue a partial or full refund

  • Offer store credit

Our goal is to handle all claims fairly and reasonably based on the evidence provided.

7. Shipping Damage

If your order arrives damaged due to shipping:

  • Please contact us within 3 calendar days of delivery

  • Keep all packaging and take photos of the box and the damaged items

  • We will help you file a claim with the carrier and determine whether replacement or credit is appropriate

8. Customer-Supplied Garments/Items (If Applicable)

If you provide your own garments or items for us to decorate:

  • All work is done at your own risk

  • We are not responsible for replacement costs if an item is damaged during normal decoration processes

  • Refunds are limited to the decoration cost only, not the cost of the garment/item you supplied

9. Order Cancellations & Changes

  • Before proof approval: You may request changes or cancellation. Any work already completed (art setup, digitizing, etc.) may be billed.

  • After proof/invoice approval: Changes or cancellations may not be possible. If production has already started, you will be responsible for all costs incurred up to that point.

10. Our Commitment

We truly appreciate your business and want you to be happy with your order. Our policies are designed to:

  • Protect you from genuine defects or mistakes

  • Protect us from losses on custom items that cannot be resold

If you ever have a question about your order, proof, or our policies, please reach out before approving, and we’ll gladly walk you through everything