At HiVis Clothing, your satisfaction is our top priority. If you are unsatisfied with your purchase for any reason, please contact our customer service team right away. You can reach us via:
Our team will work to resolve any issues and ensure you are completely happy with your order. We value your business and aim to provide an exceptional customer experience. Please reach out so we can make things right!
Please note that our replacement/refund policy has a 30-day time limit. After 30 days from the date of purchase, we cannot provide you with a replacement or refund.
It is important to understand and agree to the following terms when making a purchase:
Due to the customized nature of our products, we cannot provide replacements or refunds unless the product you received has a significant flaw, such as:
- A considerable difference from the description or preview provided during the purchase.
- Damage to the product resulting from our production process or carrier.
- The product you received is not the same as the one you purchased.
Please note that for cases not mentioned above, we only offer a partial refund which excludes the shipping fee.
We do not offer refunds or exchanges on any products purchased during a sale or promotion.
We typically do not accept refunds or replacements due to customer mistakes, such as selecting incorrect sizes, designs, or colors. Therefore, please review your order carefully before checking out to ensure its accuracy.Please note that there may be a 10% difference between advertised images and the actual item you receive. Advertised images may differ slightly from the actual item in terms of color due to lighting during photo shooting or the monitor’s display. Minor discrepancies do not affect product quality.
Contact customer service if your item differs significantly from the product description. We will work to find a satisfactory resolution. Slight variations are normal – let us know about substantial inconsistencies so we can make it right.
Lost/ Missing items
If your order has not been deliveried for over 30 days since the purchase date, you may request a replacement or refund. To file a claim, please email [email protected] or use our contact form and include your order number, which is required for us to look up your purchase details.
Please note that per our policy, we do not accept refunds or replacements in situations where the customer made an error, such as providing an incomplete or inaccurate shipping address. We kindly ask that you please verify your entire address is correct prior to finalizing checkout to avoid any fulfillment issues.
How to file a claim
- Order number
- Video/photo of the defective product
- For printing errors, include photographs of the error
- For print size or placement issues, include a measuring tape, stick, or ruler in the photographs of affected garments
- If some of your items are missing, provide 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 at 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).
Please be aware 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. By placing an order, you agree to these terms.
To provide the best service and products to all of our customers, we have a no refund or replacement policy for issues stemming from customer errors, including:
- Incorrect selection of size, design, color, or other customization options
- Failure to thoroughly preview the file before order confirmation
We kindly ask that you carefully review your entire order to confirm all details before finalizing checkout. Taking the time to ensure your choices are correct will help us avoid fulfilling an order that does not match your intent.
Replacement/ Refund process
Refund: Once the refund has been confirmed by Stripe, the refunded amount will be reflected in your payment account within 3-5 business days for PayPal and 7-10 business days for Credit Card, depending on your bank’s processing time.
Replacement: If you agree to the estimated delivery time, we will proceed with the replacement immediately. Please note that personalized items require a processing time of 3 to 5 business days.