RETURNS & REFUNDS
We want every 25/8 order to arrive as expected. If you are dissatisfied, received the wrong item, believe a product or print is defective, or have a delivery problem, contact us before returning, discarding, washing, pressing, altering or extensively using the affected item whenever reasonably possible. The fastest route for an order-specific problem is the Order Issue form. We may request photos, packaging information, tracking information, production details or other evidence needed to evaluate the issue.
1. Contact us before sending anything back
Do not mail or drop off a return without authorization and instructions from 25/8. Unauthorized returns may be delayed, refused or sent to an address that cannot process returns. Starting a support request allows us to determine whether a physical return is necessary or whether the issue can be resolved with a correction, replacement, reprint, credit or refund without a return.
2. Custom, personalized and made-to-order products
Custom, personalized and made-to-order products are created for a specific customer and are generally final sale once production begins. They are not eligible for return merely because the customer changes their mind, no longer needs the item, selected the wrong size, supplied incorrect personalization, or approved an incorrect proof. This does not limit remedies when 25/8 produces an item that materially differs from the approved order, sends the wrong item, provides a qualifying defective item, or when applicable law requires a remedy.
3. Ready-to-wear and noncustom merchandise
Uncustomized ready-to-wear merchandise may be eligible for return or exchange when 25/8 authorizes it and the item is unused, unworn, unwashed, unaltered, with applicable original packaging or tags, and in resalable condition. Eligibility can vary by product category, sale status and listing. Contact us promptly after delivery so we can determine the available option. We do not promise a fixed return window on this page unless a product listing or written order term expressly states one.
4. Digital products
Digital downloads are generally nonrefundable after delivery or access because the digital content cannot be physically returned. If the file is materially defective, corrupted, inaccessible through no fault of the customer, or materially different from the listing, contact us and allow us a reasonable opportunity to provide a corrected file or other appropriate remedy. Nothing in this section limits a nonwaivable statutory right.
5. Wrong, missing or damaged items
If an order arrives with the wrong product, wrong size or quantity, visible shipping damage, or a missing item, submit the Order Issue form with the order number and clear details. For damage, include photographs of the item and, when available, the shipping package and label before discarding them. For missing packages or carrier damage, a carrier investigation or claim may be required. We will tell you what information is needed and what remedy is available after review.
6. Print or production quality concerns
For an apparel-print concern, provide a clear photograph showing the full item and close-up photographs of the affected area. We compare the item against the approved proof, order specifications and reasonable production tolerances. A qualifying production defect may be addressed through correction, remake, reprint, replacement, store credit, partial refund or full refund depending on the nature and extent of the issue.
7. DTF transfer concerns
If you believe a DTF transfer has a manufacturing or adhesion problem, stop using the affected batch when practical and contact us before pressing additional pieces. We may ask for photographs of the transfer before and after pressing, substrate information, heat-press model, measured temperature, time, pressure, peel method, post-press steps and the number of transfers affected. This information helps distinguish a transfer defect from application, equipment or substrate conditions.
8. DTF application and equipment exclusions
Results can be affected by inaccurate platen temperature, insufficient or excessive pressure, uneven pressure, moisture, garment coatings, incompatible fabric, incorrect peel timing, failure to post-press, storage conditions or operator technique. A transfer is not considered defective solely because it failed after application conditions materially differed from the instructions or because incompatible equipment or substrates were used. When we identify a transfer-production defect, the Satisfaction Guarantee applies to the qualifying affected product.
9. Customer artwork and approved-proof errors
25/8 is not responsible for low resolution, artifacts, spelling, incorrect dates or names, unwanted backgrounds, design choices or other problems that were present in customer-supplied artwork or an approved proof, unless we expressly agreed to correct that issue and failed to do so. We may flag obvious concerns as a courtesy, but the customer remains responsible for final approval. If our output does not materially match the approved file or proof, we will review the production issue.
10. Reasonable variation is not automatically a defect
Garments and printed products can have small manufacturer and production variations. Reasonable differences in garment measurements, dye shade, print placement, image size or color appearance may occur. Digital screens are not exact color proofs. We evaluate whether a difference falls within reasonable production tolerances or is a material defect.
11. Address accuracy, delivery and returned packages
Customers are responsible for providing a complete, deliverable shipping address. Contact us immediately if an address needs correction; changes cannot be guaranteed after fulfillment begins. If a carrier returns a package because the address supplied at checkout was incomplete or incorrect, additional shipping charges may apply before reshipment. If a package is lost, misdelivered or damaged in transit, we may need to work through the carrier’s investigation or claim process.
12. Return condition and inspection
When a physical return is authorized, follow the provided instructions and package the item reasonably to prevent additional damage. Returned merchandise may be inspected before a refund, exchange or other final remedy is issued. Items that have been worn, washed, pressed, altered, damaged after delivery or used beyond what was reasonably necessary to identify a problem may not qualify unless the condition is directly related to the claimed defect or applicable law provides otherwise.
13. Available remedies
Depending on the verified issue, order type, availability and applicable law, 25/8 may offer a correction, reprint, remake, replacement, exchange, store credit, partial refund, full refund or another commercially reasonable solution. A replacement or reprint may be the most appropriate remedy for a production error. Refunds are not automatic merely because a support request is submitted; the issue must be reviewed.
14. Refund timing
Once a refund is approved and processed by 25/8, the time it takes to appear in your account is controlled by the payment processor, bank or card issuer. Processing time can vary. If we confirm that a refund was issued but it has not appeared after a reasonable banking period, contact your financial institution first and then contact us with the order information if further documentation is needed.
15. Shipping charges and nonrecoverable costs
Whether original or return shipping is refundable depends on the reason for the return, the product and applicable law. When 25/8 made a verified fulfillment or production error, we will address reasonable return-shipping needs as part of the remedy. For an authorized discretionary return that is not caused by our error, shipping charges and other nonrecoverable costs may not be refundable unless otherwise stated.
16. Abuse, fraud and duplicate remedies
We may deny or limit a requested discretionary remedy when there is evidence of fraud, material misrepresentation, repeated abuse of return processes, intentional damage, or an attempt to obtain duplicate compensation for the same loss. This does not limit legitimate statutory rights or prevent a good-faith customer from reporting a genuine issue.
17. Your legal rights
This policy supplements and does not waive rights or remedies that cannot legally be excluded. Where applicable law gives you greater rights than this policy, those legal rights control.
18. How to start
Use the Order Issue form for a problem with a specific order. For returns, refunds or order-support questions, email customerservice@258apparelstudio.com. Please include the order number whenever possible.
