Ai Apparel Group does not offer returns or refunds on custom orders.

Ai Apparel Group makes fully custom uniforms and apparel. Every order is customized and produced solely for the customer, team or organization.
For this reason we cannot offer refunds for your custom orders.
If there are any issues with your order, please contact us at customerservice@aiapparelgroup.com and we will do our best to make sure you are happy.

Terms and Conditions:

This is a non-refundable custom order.

Average order turnaround time is 25-30 business days.

Rushed production turnaround time is 20-23 business days.

By paying for this order, you are agreeing to our No Refund & No Returns policy.

We encourage our clients to order a custom sample of their designed uniform to inspect the overall look and that it is to their expectation. Once an order has been confirmed and placed without a custom sample, Ai Apparel Group is not liable for any dissatisfaction that the customer might experience or portray.

Here's why we do not offer refunds on custom orders:

Sizing

Our products are made to the measurements on our sizing charts with a tolerance of +/-10%. We do not offer refunds or exchanges for items that were ordered in the wrong size. We provide you with sizing charts during our consultation with sales.

Colors

The colors on your uniforms and apparel is selected by using the Pantone color code selected in your designs or the closest Pantone color code based on the designs. Pantone colors are always displayed on your artwork. If you require any specific color codes, those must be provided to us. Every color will print a differently on the fabric after printing depending on the GSM, weight and type. For this reason, we do not offer refunds for color issues for shades of color. Only obvious mistakes in color (i.e. Navy instead of Sky Blue) will be eligible for refunds.

Designs & Graphics

The designs we make for you are a general representation of the uniforms and apparel that you’re going to receive. We try our best to match exactly what you see in our designs, but we cannot guarantee it 100%. Things such as placement, sizes of logos and numbers, graphics, outlines and other design specifications must be noted in writing and confirmed in the design template in order for us to reproduce it correctly. For this reason, we do not offer refunds for design issues.

Turnaround Time

Our turnaround time is an average of 25-30 business days (5-6 weeks). Turnaround time is defined as time from order confirmation to ship date. Ai Apparel Group is not liable for shipping time. Generally, shipping time is only 3 days but delays with Fedex, DHL and UPS do happen. Turnaround time starts from the moment the designs are confirmed, the sizes/numbers are confirmed, and the payment is made. If any of this stuff is missing, our turnaround time might be prolonged. We can produce uniforms and apparel as quickly as 4 weeks (20 business days) if there is a rush charge applied to your order. Depending on the order size, type of apparel, current production demand and other specifications, there might be factors that make our turnaround time longer for your order. While we understand how important it is to deliver your apparel on time, and we take every measure to fulfill this need, it is impossible for us to guarantee on-time delivery. For this reason, we do not offer refunds for orders that are late. We do refund rush fees if it was a rush production order.

Cancelled Orders

An order is started as soon as a payment is made unless there is a PO or prior agreement with an account manager. If an order is asked to be cancelled there will be a cancellation fee which is enforced to recoup our expenses (printing, fabrics, designs, labor, etc). Below is our sunk-cost fee structure based on time that has passed:

1-2 days = 15%. 3 days = 25%. 4 days = 35%. 5-7 days = 50%, 8+ days = 100%.

Return Policy:

Any problems with items that may quality for a redo or credit must be reported within 7 days of being received. This includes issues regarding design, misspelled names, missing items, or items with rips or tears. If there is an issue, we need to be notified right away to take care of it. Act fast!

Visual evidence of errant apparel must be provided for all issues that you may have. Replacement items normally take 20 business days to be received after the issue has been investigated and redo order has been placed.

Warranty:

Ai Apparel Group has a guaranteed warranty of 30 days for all custom uniforms and apparel upon delivery. This means if your item rips or has defects, we can replace it free of charge if proper documentation including photos is sent to us. After 30 days, we are no longer liable for any damage or issues on your apparel.
Visual evidence of errant apparel must be provided for all issues that you may have. Replacement items normally take 20 business days to be received after the issue has been investigated and redo order has been placed.