Satisfaction Guarantee

THE 25/8 SATISFACTION GUARANTEE

We stand behind the quality of work we produce. If a qualifying 25/8 product or service does not materially match the approved order, arrives with a manufacturing defect, or contains an error caused by us, we will review the issue and work toward an appropriate resolution. The goal of this guarantee is simple: verified problems should be handled clearly, fairly and as efficiently as the facts allow.

1. Start with the Order Issue form

For the fastest review, submit the Order Issue form and provide the order number, affected product, quantity, a clear description and supporting information. Contact us promptly after discovering a problem. Whenever reasonably possible, do not wash, wear, press, alter, discard or continue using an affected item until we have had a chance to review it.

2. Information we may request

Depending on the issue, we may request photographs of the full product and affected area, packaging and shipping label, transfer before or after pressing, production or lot information, garment type, heat-press model, measured temperature, time, pressure, peel method, care history, tracking information or other details reasonably necessary to evaluate the claim. Providing complete information helps us avoid unnecessary delay.

3. What may qualify

Examples of issues that may qualify include receiving the wrong product or quantity, a material print or production defect, a production result that materially differs from an approved proof, a transfer-production defect, or damage attributable to our handling before delivery. Carrier loss or transit damage may be handled with the carrier as part of the resolution process.

4. Available resolutions

After review, an appropriate remedy may include correction, reprint, remake, replacement, exchange, store credit, partial refund, full refund or another reasonable solution. The proper remedy depends on the verified issue, how much of the order is affected, whether a replacement is available, whether the product has been used, the project type and applicable law. A submitted claim does not automatically create a right to a full refund.

5. Approved-proof and customer-information issues

The guarantee does not ordinarily cover spelling, dates, names, numbers, artwork defects, design choices or other information that appeared in a proof and was approved by the customer, or that was supplied incorrectly by the customer. We encourage careful review before approval. If 25/8 materially deviates from the approved proof, that production difference will be reviewed.

6. Customer-supplied artwork

Low-resolution images, unwanted backgrounds, artifacts, inaccurate colors or other defects present in supplied artwork can reproduce in print. Unless the purchased service specifically includes correction of those issues, they are not manufacturing defects. If 25/8 agreed to correct an identified artwork problem and did not do so, we will evaluate the result against that agreed scope.

7. DTF application conditions

A DTF transfer can fail because of equipment, substrate or application conditions even when the transfer was manufactured correctly. The guarantee does not cover failure caused by materially incorrect temperature, time, pressure, peel method, post-press procedure, incompatible fabric or coating, uneven or uncalibrated equipment, moisture, improper storage or other misuse. If you believe the transfer itself is defective, stop pressing the affected batch when practical and provide application details so we can evaluate it.

8. Normal production and garment variation

Small variations in garment measurements, fabric shade, image placement, print dimensions and color appearance can occur in physical production and are not automatically defects. Digital screens and mockups are not exact physical color proofs. We evaluate whether the difference is within reasonable manufacturer or production tolerances or is a material deviation.

9. Wear, care and alteration

The guarantee does not cover damage caused by misuse, improper laundering or care, abrasion, chemical exposure, alteration, third-party printing or pressing, or ordinary wear and tear. Follow product and care instructions to preserve the item. This exclusion does not apply where the claimed damage is itself evidence of a qualifying manufacturing defect.

10. Shipping and carrier events

We do not control carrier scans, weather delays or delivery routes, but we will provide reasonable assistance with qualifying lost, damaged or misdelivered shipments. Carrier investigations or claims may be required before a final remedy can be determined. Customers are responsible for providing an accurate delivery address.

11. No abuse or duplicate recovery

We may deny or limit discretionary remedies where a claim contains material misrepresentation, intentional damage, fraud, repeated abuse or an attempt to receive duplicate compensation for the same loss. Good-faith customers reporting genuine problems are encouraged to contact us.

12. Legal rights preserved

This Satisfaction Guarantee is in addition to rights and remedies that applicable law provides and does not remove rights that cannot legally be waived. The Returns & Refunds policy and Terms & Conditions also apply to each order.

13. Contact

Use the Order Issue form for a specific order. For customer-service help, email customerservice@258apparelstudio.com.