Returns & Order Policy

Welcome to Embroix. We take pride in creating high-quality custom apparel and jerseys. Because many of our items involve specialized crafting processes such as embroidery, heat transfer, and direct-to-garment (DTG) printing, please review our comprehensive order and return policies below carefully.

1. Order Modification & Cancellation (The 12-Hour Rule)

Because your items are sent to our production team quickly, we operate on a strict modification window:

12-Hour Window: You have exactly 12 hours from the time your order is placed to request a cancellation, size change, color change, or shipping address update.
Past 12 Hours: Once the 12-hour window has passed, your order enters the production phase (printing/embroidery) and cannot be modified or cancelled under any circumstances.

2. Return & Exchange Policy

We want you to be thrilled with your Embroix apparel. If you are not completely satisfied, you have 45 days from the date of purchase to request a return or an exchange.

  • Exchanges: We gladly accept exchanges for a different size or color. You can initiate this process by contacting our customer service team.
  • Refund Method (Store Credit Only): All accepted returns will be strictly refunded in the form of Store Credit (issued as a digital E-Gift Card). We do not issue cash refunds to the original method of payment.
  • Late Returns: Returns requested past the 45-day window are generally not accepted, but in rare cases, may be approved for store credit at our sole discretion.

3. Craftsmanship & Production Variations

At Embroix, we utilize premium customization techniques including embroidery, heat transfer, and DTG printing.

  • Slight variations in graphic placement or color vibrancy due to monitor differences are normal.
  • Minor tailor's chalk lines may appear and will wash out after the first cycle.
  • These variations are inherent to the custom manufacturing process and are not considered defects.

4. Condition of Returned Items

To be eligible for a return or exchange, items must meet the following strict conditions:

  • Items must be unworn, unwashed, and in their original condition with all tags attached.
  • Items must be completely free of stains, makeup, deodorant, pet hair, or any signs of wear.
  • We reserve the right to reject returns that do not meet these standards.

5. Return Shipping & Fees

  • Customer Responsibility: Customers are responsible for all return shipping costs. We do not provide prepaid return labels except for defective items.
  • Original Shipping Costs: Original shipping fees (including express shipping) are non-refundable.
  • Liability & Tracking: We are not responsible for lost or stolen return packages. Please use a trackable shipping method.
  • No Drop-offs: We do not accept in-person return drop-offs.
  • Packing Requirements: Each return must include a packing slip or return invoice. For multiple orders, include separate slips.

6. Damaged or Incorrect Items

If you receive an item with a clear manufacturing defect or an incorrect item, you must report the issue within 7 days of delivery. Please include clear photographs so we can issue a replacement or store credit promptly.

7. Processing Time

Once your return is received at our facility, please allow 7–14 business days for inspection and processing. Upon approval, your Embroix Store Credit will be emailed to you immediately.

Returns and Exchanges Warehouse Address:
Wong King Industrial Building, 2 Tai Yau Street, Kowloon, Hong Kong

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.