Cancellation & Exchange Policy

Last updated: 2026-05-25

Because all Fortera Apparel products are made-to-order with your custom logo and design, we begin production preparation promptly after order confirmation. Please review this policy carefully before placing your order.

Order Cancellations

Cancellation Window

You may cancel your order with a full refund within 24 hours of placing the order, provided the digital mockup has not yet been approved by you.

To request a cancellation, email support@forteraapparel.com immediately with your order number and the word "CANCEL" in the subject line.

After the 24-Hour Window or Mockup Approval

Once 24 hours have passed OR you have approved the digital mockup (whichever comes first), the order cannot be cancelled. Raw materials are allocated and production preparation begins immediately for your specific customization.

Cancellation Refund

Approved cancellations within the 24-hour window will receive a full refund to the original payment method within 5 to 10 business days.

Exchanges

Because our products are made-to-order with your custom branding, exchanges are only accepted for objective defects caused by Fortera Apparel. See our Return & Refund Policy for full details and the complete list of eligible reasons.

When Exchanges Are Accepted

We accept exchange requests only in the following cases (within 14 days of delivery):

Manufacturing defect (broken stitching, holes, fabric flaws, missing buttons)
Embroidery or print does not match the approved digital mockup
Wrong size, color, or item shipped due to our error
Damage during shipping with carrier confirmation
Polo size deviates more than 2 cm from the published size chart (measurement photo evidence required)

When Exchanges Are NOT Accepted

We cannot process exchanges, refunds, or remakes for:

Size selection errors made by the customer (please refer to our Size Guide before ordering)
Change of mind, change of event, or order no longer needed (after the 24-hour cancellation window)
Subjective complaints such as "I do not like how it looks", "the fit is not what I wanted", or "the color is not exactly what I expected"
Artwork issues caused by low-resolution or incorrect files submitted by the customer
Spelling errors or wrong logo file uploaded by the customer
Orders where the customer approved a digital proof and the final product matches the proof
Minor color variations between on-screen display and physical print output (inherent to sublimation and embroidery)
Damage caused by misuse, improper washing, or ironing directly on the embroidery

How to Request an Exchange

Email support@forteraapparel.com within 14 days of delivery. Include:

Your order number
Clear photos of the affected items showing the defect
Side-by-side comparison with the approved digital mockup if applicable
For sizing issues: photo of the garment laid flat with a measuring tape clearly visible

Our team will review and respond within 2 to 3 business days.

Pre-Production Changes

If you need to modify your order (size, quantity, artwork) before production begins, contact us within the 24-hour window before mockup approval. After mockup approval, modifications cannot be guaranteed because production preparation begins immediately.

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Cancellation & Exchange Policy