Return and Refund Policy

At RJ Stitch Studio, most of our products are made or decorated specifically for each customer. Please review the following policy carefully before approving your order.

Custom and Personalized Orders

Custom, personalized and decorated products are final sale and are not eligible for return or exchange due to a change of mind, incorrect size selection or preference.

This includes, but is not limited to:

• Embroidered apparel and accessories
• DTF-printed apparel
• Products featuring logos, names, initials or custom artwork
• Special-order garments, colours or sizes
• Team, staff, school, church and organization orders
• Customer-supplied garments that have already been decorated

Once you approve the quote, garment details and artwork or mockup, and production has started, the order cannot normally be cancelled, changed, returned or exchanged.

This policy does not affect any rights you may have under applicable consumer protection laws.

Artwork and Order Approval

Before production begins, customers are responsible for reviewing and approving all order details, including:

• Spelling and wording
• Logo and artwork
• Garment style and colour
• Size breakdown and quantities
• Decoration size and placement
• Thread or print colours
• Names, numbers and other personalized information

Approval of the artwork or mockup authorizes RJ Stitch Studio to begin production.

Minor variations in colour, placement, dimensions or appearance may occur because of differences between screens, garment construction and the embroidery or printing process. Reasonable production variations are not considered defects.

Eligible Non-Custom Returns

Blank, undecorated and non-special-order products may be eligible for return within 30 days after delivery or pickup.

To qualify for a return, the item must be:

• Unworn, unwashed and unused
• In its original condition
• Complete with its original tags
• In its original packaging
• Accompanied by the receipt or proof of purchase

To request a return, contact us at hello@rjstitch.com before sending or dropping off any item.

Because RJ Stitch Studio is an appointment-only studio, do not send a return to our studio without prior authorization. If your return is approved, we will provide the return address and instructions.

Items returned without prior authorization may not be accepted.

Unless the return is caused by an error on our part, the customer is responsible for return shipping costs. Original delivery or shipping charges are non-refundable.

Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it is received or picked up.

If an item is damaged, defective, incorrectly decorated or different from the approved order, contact us at hello@rjstitch.com within 7 days of receiving it.

Please include:

• Your name and order or invoice number
• A description of the issue
• Clear photographs of the item
• Photographs of the packaging if the order was damaged during shipping

Please do not wear, wash, alter, repair or discard the affected item before we have reviewed the issue.

If we confirm that an item was produced incorrectly or arrived damaged, RJ Stitch Studio may, depending on the circumstances:

• Repair or correct the item
• Replace the affected item
• Reproduce the decoration
• Issue a partial or full refund for the affected item

The appropriate resolution will depend on the nature of the issue and product availability.

Damage caused by normal wear, improper washing or care, misuse, customer-provided information, low-quality artwork or changes requested after approval is not considered a production defect.

Customer-Supplied Garments

We take reasonable care when decorating garments supplied by customers. However, customer-supplied products may have hidden defects, fabric limitations or construction differences that affect embroidery or printing.

Any replacement or compensation arrangements for customer-supplied garments should be agreed upon before production begins. If a production issue occurs, please contact us so we can review the circumstances and determine an appropriate resolution.

Cancellations and Order Changes

Contact us as soon as possible if you need to cancel or change an order.

A cancellation or change may be possible only if:

• Production has not started
• The garments have not been specially ordered
• Custom artwork, digitizing or setup work has not been completed

Digitizing, artwork, setup, rush-order and special-order garment fees may be non-refundable once the related work or purchasing has begun.

Orders cannot normally be cancelled or changed after production has started.

Exchanges

Custom and decorated products cannot be exchanged for a different size, colour, garment or design unless the original item was produced incorrectly.

For an eligible blank or undecorated product, the fastest way to receive a different item is to request a return and place a new order after the return has been approved.

Sale Items and Gift Cards

Final-sale items, clearance items and gift cards are not eligible for return, exchange or refund unless required by applicable law.

Refunds

We will notify you after we receive and inspect an approved return.

If the refund is approved, it will be issued to the original payment method. Please allow up to 10 business days for the refund to be processed after approval.

Your bank or credit card provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, contact us at hello@rjstitch.com.

Contact Us

For questions about returns, order issues or this policy, contact:

RJ Stitch Studio
Email: hello@rjstitch.com
Delta, British Columbia, Canada
Studio visits and returns by appointment only.