Refund policy
At SourceEZ, we aim to deliver high-quality products and services to all our customers. Due to the nature of our offerings, different terms apply to Retail and Wholesale customers. Please read this policy carefully to understand your rights and responsibilities.
Retail Refund Policy
1. General Returns and Refunds Refunds or exchanges are offered on retail items purchased through our online store under the following conditions: The item must be returned within 14 days of delivery. It must be unworn, unused, with tags, and in its original packaging (damaged poly bags are acceptable). Proof of purchase must be provided (order confirmation or receipt). To start a return, contact us at hello@sourceez.shop. Please note that returns will need to be sent to the address provided upon refund request. Items sent back to us without first requesting a return will not be accepted.
2. Custom-Branded Retail Items Custom-branded items with logos or designs are non-refundable and non-returnable unless the product is faulty or defective. Faults must be reported within 7 days of delivery with supporting photographic evidence. Job sheets are provided for custom orders and must be reviewed and approved by the customer before production. Refunds or returns will not be accepted if errors result from customer oversight in the job sheet approval process.
3. Incorrect Size Selection Incorrect size selection is not a valid reason for a refund or exchange. Customers are strongly encouraged to consult our Sizing Guide before placing an order. If a customer requires a size replacement, an invoice will be issued to cover the additional shipping cost from our international warehouse. The return of the incorrect size must be pre-arranged and sent back in resalable condition.
4. Change of Mind Refunds or credits are not granted for products customers do not like or no longer want. If the customer wishes to return the product, it can only be accepted if the customer agrees to pay for the additional return shipping. This policy exists because our suppliers do not accept returns for such reasons.
5. Pre-Order and Backorder Items Cancellations are allowed for a short period after the job sheet approval. Once production begins or the factory confirms the order, cancellations are no longer possible.
6. Faulty or Damaged Items If an item arrives faulty, damaged, or you receive the wrong item, contact us immediately to evaluate the issue and make it right. Notify us within 7 days of delivery with photographic evidence and your order details. Returns must be sent back in their received condition (damaged poly bags are acceptable).
Wholesale Refund Policy
1. Custom Wholesale Orders Wholesale orders are produced based on a detailed Job Sheet approved by the customer. Refunds or returns will not be accepted for errors in an approved job sheet. Cancellations are not possible once production has commenced.
2. Faulty or Damaged Goods Credits for faulty garments, such as fabric issues or manufacturing defects, will be discussed and agreed upon on a case-by-case basis. Issues must be reported within 14 days of delivery, with photographic evidence provided. After 60 days, we reserve the right to refuse any credit or refund.
3. Bulk Order Variations Minor variations in colour, size, or finish are standard in bulk production and are not considered defects. These discrepancies are not eligible for refunds or returns.
4. Non-Returnable Items Custom-branded items are non-returnable unless a manufacturing defect is confirmed. Size, colour, or design changes cannot be made after production has started.
5. Third-Party Accessories Items such as backpacks are considered third-party accessories and are subject to their own terms. Refunds will only be issued for confirmed faults or defects. Returns or exchanges for reasons such as dislike or incorrect selection are not accepted.
Additional Policy Information
1. Force Majeure Clause SourceEZ is not liable for delays or disruptions caused by events beyond our control, including but not limited to natural disasters, transportation strikes, or supplier issues. Such events do not qualify for refunds, returns, or cancellations.
2. Shipping Costs Shipping fees are non-refundable unless the return is due to an error or defect on our part. Customers are responsible for return shipping costs unless otherwise specified.
3. Resolution Timeframe Once a refund, return, or replacement is agreed upon, the resolution timeframe will match the original production and delivery time of the order.
4. Packaging for Returns Items must be returned in the condition they were received, with all garments folded and intact. Damaged poly bags are acceptable.
5. Approval Process All refunds and returns are subject to approval. Requests not meeting policy conditions will be denied.
How to Contact Us For any refund or return inquiries, please email us at hello@sourceez.shop with your order details and supporting documentation. Our team will assist you promptly.