Refund and Returns Policy
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At PatchEmpire, every patch is custom-made to your specifications. Because our products are produced to order, our policy is designed to be fair to you while reflecting the bespoke nature of the work. Please read this policy carefully before placing an order.
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Custom & Made-to-Order Items
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As all patches are manufactured specifically for you based on the artwork, size, quantity and options you approve, custom orders are generally non-returnable and non-refundable once production has begun. We ask every customer to review and approve their design proof and specifications before we start production.
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Defective or Incorrect Orders
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We stand behind the quality of our work. If your patches arrive defective, damaged in transit, or differ materially from the specifications you approved, we will make it right. Contact us within 14 days of delivery at info@patchempire.com with your order details and clear photographs of the issue. Once verified, we will remake the affected patches or offer an appropriate refund.
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What Is Not Covered
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We are unable to offer refunds for errors in artwork, spelling, colours or specifications that were approved by you before production, for minor variations inherent to handmade and embroidered products, or for issues arising from incorrect information provided at the time of order. Colours may vary slightly from on-screen previews due to monitor and thread differences.
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How to Request a Resolution
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To raise a concern about your order, email info@patchempire.com with your order reference, a description of the problem and supporting photos. Our team will respond promptly and work with you toward a fair resolution.
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Cancellations
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Orders may be cancelled for a full refund only before production begins. Once your design is approved and manufacturing has started, cancellation may not be possible or may be subject to costs already incurred.
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If you have any questions about this policy, please contact us at info@patchempire.com before placing your order.
