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Returns, Replacement & Refund

1. RETURNS POLICY

We do not accept returns on HiVis Custom goods since they are customized and printed on demand. Don’t worry. If there’s a problem with your order, we’ll refund your money or send you a replacement. Please see the Replacement & Refund Policy in the next section of this page and contact us at cs@hiviscustom.com; our customer service staff will be happy to assist you.

2. REPLACEMENT & REFUND

Please remember that our replacement/refund policy only lasts 30 days. Unfortunately, if 30 days have passed after your purchase, we cannot offer you a replacement or refund.

Please be aware that by placing a purchase, you agree to all of the following terms:

Due to the personalized nature of our items, we do not provide replacements or refunds unless the items you got have a severe flaw such as:

  • The items differ considerably from the description or preview provided to you;
  • Damage to the product as a result of our production process or carriers;
  • The product you received is not the same as the one you bought.

Please be noted that with other cases (not mentioned above), we only offer a partial refund (excluding the shipping fee)

NOTE:
  • We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
  • We typically DO NOT accept refunds or replacements due to customer’s mistakes such as:
    • Incorrect selection of sizes, designs, colors, etc.
    • So please review your order carefully before you check out to ensure your order is correct.

Please allow the 10% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor’s display

To file a claim, please send us an email at cs@hiviscustom.com and include the following information (this is a must):

  • Order number
  • Video/ photo of the defective product
    • If your claim is regarding a printing error, please include photographs of the error.
    • If your claim regards a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
    • If some of your items are missing, please provide us an image of the received package’s cover, including the detailed shipping label, so we can forward it to our production department to investigate the problem.
  • Full delivery address
  • Contact telephone number

Our support team will review the photos/videos you send of the defective item, and, if your item is eligible, we will resend the product to you for no additional cost. In the rare case that sending a replacement product is not practical, we will reimburse you the total cost of the eligible product (including shipping costs).

3. CANCELLATION & MODIFICATION

Please send an email to cs@hiviscustom.com with your order number and the adjustment you’d want to make if you change your mind about your purchase. We’ll let you know once the change or cancellation has been completed.

The orders only can be canceled or modified within 12 hours from the time your order was placed to make changes or cancel it. If this time has elapsed, your order will be automatically processed in our system, and nothing can be done now. If we receive a cancellation request after 12 hours, we will remove 25% of the entire purchase value as a processing charge. The following data is subject to change:

  • Shipping information: shipping name, address, contact email, etc…
  • Name: You can request to change names on the design
  • Design & Quote: You can request to change some components in the design on the front or quote on the back. This process will take longer time than other requests since our designers need to re-make the design. Please preview your design carefully before adding the product to the cart.

Please notice:

  • If your order has been processed already, you cannot cancel or modify it; therefore, please contact our Customer Service as quickly as possible.
  • If you insist on canceling/modifying a processing order, you might be charged 50% of the payment.
  • If your order was shipped out already, nothing could be changed any longer.