Refund policy

Return & Refund Policy

Last updated: 2026-05-27

All Fortera Apparel products are made-to-order with custom embroidery or printing specific to your design. Because each item is personalized for your team, all sales are final once you approve the digital mockup. We stand behind our work with a 100% remake guarantee on any defect caused by us.

Order Cancellation

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. After 24 hours or after mockup approval (whichever comes first), the order cannot be cancelled because production begins immediately.

To cancel within the 24-hour window, email support@forteraapparel.com with your order number and the word "CANCEL" in the subject line.

100% Remake Guarantee

If your order arrives with a defect caused by Fortera Apparel, we will remake and reship the affected items at no cost. Report within 14 days of delivery with photo evidence to support@forteraapparel.com.

Eligible Reasons for Remake (Objective Defects Only)

  1. Manufacturing defect: broken stitching, holes, fabric flaws, missing buttons, unfinished seams, or visible fabric damage
  2. Embroidery or print does not match the approved digital mockup: wrong logo file used, or wrong thread or print color from the approved specification
  3. Wrong item, size, or color shipped: order received does not match the confirmed order invoice
  4. Damage during shipping with carrier confirmation: items arrive damaged with documented carrier report or visible packaging damage
  5. Polo size significantly differs from the published size chart: confirmed with measurement photo evidence showing the garment laid flat with a measuring tape clearly visible. Without measurement photo evidence, size requests cannot be processed.
  6. Color fading after first wash when washed per care label instructions (cold water, gentle cycle, no bleach)

Not Eligible (Subjective or Customer-Caused)

The following are not grounds for a remake or refund:

  • "I do not like how the polo looks" or "it does not look like I imagined"
  • Color not exactly as expected, when within normal embroidery or print color variation or matching the approved mockup
  • Fabric feel different from expected, when matching the published specification
  • Fit not as wanted, when sizing matches the published size chart
  • Logo appears smaller or larger in person, when matching the approved mockup
  • Minor color variation between screen display and final product
  • Your team or recipient did not like the design
  • Change of mind, change of event, or order placed in error after the 24-hour window
  • Customer-provided incorrect artwork, low-resolution files, spelling errors, or wrong logo file
  • Size selection errors by the customer (please refer to our Size Guide before ordering)
  • Orders where the customer approved a digital proof and the final product matches the proof
  • Refused or undeliverable shipments due to an incorrect address provided by the customer
  • Damage caused by misuse, improper washing, or ironing directly on the embroidery or print
  • Size requests without proper measurement photo evidence

How to Request a Remake

  1. Email support@forteraapparel.com within 14 days of delivery
  2. Include your order number, clear photos of the affected items, and a side-by-side comparison with the approved mockup if applicable. For sizing issues, include a photo of the garment laid flat with a measuring tape visible.
  3. Our team reviews your request within 2 to 3 business days and responds with a decision
  4. Approved remakes are produced and reshipped at no cost

Cash Refunds (Limited)

Because our products are custom-made, we do not offer cash refunds for defects. Instead, we remake the affected items. Cash refunds are issued only in the limited cases where a remake is not possible:

  • Carrier-confirmed total loss of shipment where a replacement cannot be produced and shipped in a reasonable timeframe
  • Product or fabric discontinuation that prevents us from remaking the exact item
  • Order cancellation within the 24-hour window before mockup approval

Approved cash refunds are processed to the original payment method within 5 to 10 business days. Original shipping fees and any duties or taxes paid are non-refundable, except in the case of 24-hour cancellations.

Your Statutory Rights

For customers in the European Union and United Kingdom: custom-made and personalized goods are exempt from the standard 14-day change-of-mind return period under consumer law. However, your statutory rights regarding faulty or misdescribed goods remain unaffected. We satisfy these rights through our remake guarantee, and where a remake is not possible, through a refund as described above.

Final Authority

Fortera Apparel reserves the right to determine, in good faith and based on objective photo evidence and the approved digital mockup, whether a reported issue qualifies as an eligible defect. Disputes about subjective qualities (look, feel, fit perception, color preference) are not eligible.

Questions?

Contact us at support@forteraapparel.com.