Return & Refund Policy

1 Custom Manufacturing

All HexaGears products are made-to-order based on the Client’s approved sample, fabric selection, color specifications, sizing, and quantity. Because each order is unique to the Client and cannot be resold to other customers, our returns policy reflects the realities of bespoke manufacturing.

This is the standard in the custom apparel and equipment manufacturing industry, and it protects both parties: it allows us to commit fully to your project, and it ensures you receive products that are genuinely tailored to your brand.

2 Sample Approval Process

To minimize the risk of any issues with bulk production, we strongly recommend ordering a pre-production sample before placing your full order.

1. Quote & design review: You share your design files, and we provide a quote.
2. Sample production: We create a single physical sample (approximately one week).
3. Sample shipped to you: Delivered in three to four business days for review.
4. Written approval required: You confirm via email or WhatsApp that the sample meets your expectations.
5. Bulk production begins: Only after sample approval and advance payment.

3 Eligible Claims

HexaGears accepts claims when products have genuine manufacturing defects or do not match the approved sample and specifications. Here is what qualifies and what does not:

4 Non-Returnable Items

The following are considered final sale and cannot be returned for any reason other than verified manufacturing defects:

• Customized products with brand logos, names, or personalized graphics
• Sublimated jerseys featuring player names, numbers, or sponsor logos
• Private label products with custom labels, tags, or packaging
• Items produced under explicit Client specifications
• Sample fees, design preparation costs, or rush production charges
• Products that have been washed, worn, or altered after delivery

5 How to File a Claim

If you believe your order has a manufacturing defect, please follow these steps:

1. Inspect on arrival: Check your shipment within 7 days of delivery.
2. Document the issue: Take clear, well-lit photographs showing the defect from multiple angles. If possible, include a photo next to the approved sample for comparison.
3. Email us: Send the photos and a written description to info@hexagears.com with your order number in the subject line.
4. Provide details: Include the quantity affected, the specific defect, and which items in the order are involved.
5. Wait for review: Our quality team will review your claim within 3 to 5 business days and respond with a resolution.

6 Resolution Options

Once a defect claim is verified by our quality team, HexaGears will offer one of the following resolutions, at our discretion based on the nature of the issue:

Replacement

We will manufacture replacement units for the defective items in the next available production batch. Replacement timelines depend on production schedules but typically range from one to three weeks. Return shipping of defective items is not usually required, but may be requested in specific cases.

Store Credit

A credit equal to the value of the defective items, applicable to a future order with HexaGears. Credits do not expire and can be combined with new quotes.

Partial Refund

A refund proportionate to the value of the defective items, processed using the same payment method as the original transaction (wire transfer, Western Union, MoneyGram, or Xoom).

7 Refund Process

When a refund is approved, the following process applies:

• Processing time: Refunds are initiated within 5 to 7 business days of claim approval.
• Transfer timelines: Bank wire transfers typically take 3 to 10 business days to reflect, depending on your bank and country.
• Western Union / MoneyGram / Xoom refunds: Usually available within 1 to 3 business days.
• Transfer fees: Any bank charges, intermediary fees, or currency conversion costs are deducted from the refund amount unless we caused the issue directly.
• Currency: Refunds are issued in the original currency of the transaction (typically USD).

You will receive a confirmation email once your refund has been processed, including the reference number for tracking.

8 Order Cancellations

Cancellation rules depend on the stage of your order:

Before Production Starts

You can cancel your order before bulk production begins. Your advance payment is refunded, minus any costs already incurred such as:

• Sample production and shipping costs
• Design preparation or digitization fees
• Custom fabric procurement (if material was already purchased)
• Bank transfer fees on the original payment

After Production Has Started

Once bulk production has begun, cancellation is generally not possible because materials and labor have been allocated. The full order must be completed and paid for.

After Production Is Complete

Completed orders must be paid in full and shipped. Cancellation at this stage is not accepted, as products cannot be resold due to their custom nature.

9 Shipping Damages & Lost Packages

Once your order is handed over to the shipping courier (DHL, FedEx, UPS, TCS, etc.), risk of loss or damage in transit transfers to you. However, HexaGears will assist you with claims as follows:

If the Package Arrives Damaged

• Refuse delivery if the damage is visible on receipt, and notify us immediately
• If damage is discovered after opening, photograph the packaging and contents
• Notify us within 48 hours of delivery with photos and documentation
• We will help you file a claim with the courier and discuss replacement options

If the Package Is Lost in Transit

• Tracking will be provided when your order ships
• If the package is delayed beyond the expected delivery window, notify us
• We will work with the courier to investigate and locate the shipment
• If officially declared lost by the courier, we will discuss replacement based on insurance coverage

10 Manufacturing Tolerances

Custom manufacturing involves natural variations that fall within acceptable industry tolerances. These are not considered defects:

• Color variation: Slight color differences (within 5 to 10 percent) between batches or compared to digital screens, due to fabric absorption rates and printing processes
• Sizing variation: Garments may vary up to plus or minus 2 centimeters from the tech pack measurements
• Fabric texture: Minor differences in feel or weight depending on dye lot
• Print placement: Logo and graphic placement may vary by plus or minus 0.5 centimeters
• Stitching variation: Minor differences in stitch density and thread tension across pieces

If precision tolerances tighter than these are required for your project, please discuss this with us before sample approval so we can address it during production planning.

11 Contact Us

For any return, refund, or order issue, please reach out to our customer service team. We are committed to resolving every concern fairly and promptly.