Return Policy

1. What Counts as a Defect

The following are covered under this policy and qualify for replacement or refund:

• Manufacturing defects — loose stitching at stress seams, holes in the fabric, missing panels, off-center prints
• Decoration errors — misspelled name, wrong number, logo printed off-color or off-position vs. the approved mockup
• Wrong size delivered — size received does not match the size assigned on the approved roster file
• Fabric variance outside tolerance — if we ship 180 GSM polyester and the delivered fabric measures significantly outside the 5–10% variance window

For any of the above, we replace the affected piece(s) at our expense or refund the per-piece price, your choice.

2. What's Not Returnable

The following are not covered — the order is final once delivered:

• Sizing exchanges on custom-cut sizes — if you requested a non-standard size for a specific player, that piece cannot be exchanged. Confirm measurements during mockup approval.
• Sizing-up after approval — if a standard-size piece doesn't fit a player, we cannot resell the original. We can produce a replacement at the tier-1 rate; the original belongs to the buyer.
• Color preference after approval — once you sign off on the mockup, the production colors are locked. Subjective color disagreement after delivery is not a defect.
• Buyer's remorse / season cancellation — we cannot resell custom-decorated apparel, so order cancellations after production starts are not refundable.

3. How to File a Defect Claim

Inspect your shipment within 14 days of delivery and submit any defect claim by then.

1. Email sales@empirefive.com with your order number in the subject line
2. Attach clear photos of the affected piece(s) showing the defect (the more angles, the faster we resolve)
3. Note the player name / number / size on the affected piece and reference the approved mockup or roster file

We respond within 1–2 business days with confirmation and next steps. Verified defects are replaced via tracked express shipping at no charge to you — the original defective piece stays with you (we don't require return shipping for custom-decorated apparel since we can't resell it).

4. Sample Orders

Single-piece sample orders are governed by the same defect terms above. If the sample shipment arrives damaged or defective, we replace at our expense. If the sample fits and looks as expected, the sample fee credits toward your final bulk invoice when you place the bulk order; the sample is yours to keep regardless.

If you decide not to place a bulk order after receiving the sample, the sample fee is non-refundable — you've received a custom-manufactured garment, which is the product the fee covers.

5. Shipping Damage

Shipping-related damage (carton crushed in transit, water damage) is handled under our Shipping Policy — document with photos and email within 48 hours of delivery. We replace via express at our expense.

6. Refund Timing

When a refund is the agreed outcome, we process it via the same payment method you used. Card refunds appear in your statement within 5–10 business days. Wire transfer refunds clear within 3–5 business days after processing.