Return & Refund Policy for Customized & Wholesale Goods

1. Non-Returnable Custom & Institutional Orders 

Because our graduation stoles, academic gowns, diploma covers, and display textiles are manufactured with unique institutional branding, custom embroidery, or specific color-matching, these items possess distinct value and cannot be resold.

• Client-Side Changes & Cancellations: We do not accept returns, exchanges, or refunds for custom-made or bulk products due to client-side design changes after artwork approval, incorrect customer-provided sizing, or event/commencement cancellations.

• Order Approval Responsibility: Clients are required to review and approve all 3D digital layout proofs, size charts, and Pantone color specs prior to mass production. Production will match the approved proof exactly.

2. Factory Quality Guarantee & Defect Warranty 

At True Spectrum Textile, we take immense pride in our craftsmanship. If a shipment arrives with a verifiable manufacturing fault or quality discrepancy that deviates from your approved proof or sample, we are fully committed to making it right.

Covered Manufacturing Defects Include:

• Incorrect logo, crest embroidery, or print graphics compared to the approved digital proof.

• Significant color mismatching against agreed Pantone (PMS) specifications or sample approvals.

• Severe garment construction faults (e.g., broken hidden zippers, incorrect sleeve styles, or missing shoulder fluting).

• Unresolved size discrepancies exceeding international industry tolerances (+/- 1 inch).

3. Claims Procedure & Fast-Track Resolution

• Notification Window: Please inspect your shipment upon arrival and contact our customer support or sales director (Lydia) within 7 calendar days of delivery.

• Required Documentation: Submit your order number along with clear, high-resolution photos or video evidence showing the reported issue and product labels.

• Priority Resolution: Once verified by our quality control department, we will immediately initiate one of the following solutions at no extra cost to you:

  1. Priority Factory Reproduction: Expedited remanufacturing of the defective pieces with complimentary priority express shipping (to meet your event deadline).

  2. Free Replacement Components: Immediate dispatch of replacement caps, tassels, charms, or hardware components.

  3. Partial Credit/Refund: Pro-rated account credit or refund for the affected defective units if reproduction is not feasible before your ceremony date.