Return & Exchange Policy

At customembroiderypatches.ca, we want every customer to feel confident in their purchase. Our return and exchange policy applies in the following situations:

• The product received is different from what was ordered.
• The product is damaged during delivery. (Photo evidence must be provided when making the claim.)
• The product received is the wrong size.
• The customization does not match the specifications provided in the original order.

Please note: Returns or exchanges are not eligible under the following circumstances:

• The product is correct and none of the above issues apply.
• The error is due to an incorrect brief provided by the customer.
• Delays caused by the shipping or logistics provider.
• The order was returned due to an incorrect address provided by the customer.
• Claims made by a third party (friend, family member, or lawyer) instead of the buyer.

If the mistake occurs on our end, we cover all shipping costs. If the issue is not caused by us, the customer is responsible for return shipping fees.