Returns and faults
Returns and faults on custom uniforms
Every uniform is made to your design, roster and sizes, so it cannot come back because plans change. If we made a mistake, or something arrives faulty, we put it right at our cost.
Velofit uniforms are made to your design, roster and sizes, so change-of-mind returns are not accepted. If something arrives faulty or does not match the sample and roster you approved, report it within 30 days of delivery with photos. We remake or reprint those pieces and ship them free, or refund them if a remake is not possible.
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Can a custom order be returned?
Not for a change of mind. Each order is cut, decorated and labeled for one team, so a change of plan, a change of design or a size that was ordered wrongly cannot be sent back for a refund or exchange.
A fault is different. If the mistake is ours, or the goods arrive faulty, we remake, reprint or refund the affected pieces, as set out below.
How long do we have to report a fault?
30 days from delivery, using the delivery date on the courier's tracking record. Open the cartons and check the pieces as soon as they arrive, so there is time to put anything right before you need the kit.
What counts as a fault?
- Print, color or placement that does not match the proof and sample you approved.
- A name, number or size that differs from the roster you signed off.
- Sewing faults, such as open seams, loose trims, broken zips or snaps, or uneven hems.
- Sublimation faults, such as white creases, blurred or patchy color, or ghosting.
- Pieces missing from the order, or damaged on the way to you.
What is not a fault?
- A mistake that was already in the proof or roster you approved, such as a misspelled name or a wrong number.
- Sizes made as listed on the approved roster. A size set with the sample is the way to check fit before the order is made.
- A slight color difference between a screen and the fabric, where the goods match the sample you approved.
- Normal wear, or damage from hot washes, bleach, ironing over a print or tumble drying on high heat.
How do we report a fault?
- Email us Write to sales@velofitintl.com with your order or quote number, and say how many pieces are affected.
- Send photos For each faulty piece, one photo of the whole garment, one close-up of the fault and one of the size label.
- We confirm the fix The photos are usually all we need. If we do ask for a piece back, we arrange the shipping and pay for it.
What do we do about it?
We remake or reprint the affected pieces at no charge. Replacements ship on the same terms as your original order: free by tracked express, with the customs duty paid by us.
If a remake is not possible, or would not reach you by the date set in your quote, we refund what you paid for those pieces. Pieces that arrived without a fault are not refunded.
Extra players and late sign-ups
Your approved design is kept on file, so extra players, late sign-ups and single replacement pieces can be ordered at any time, priced at the tier for that quantity. There is still no minimum.
Can we return uniforms we no longer need?
No. Custom uniforms are made only for your team, so they cannot be returned for a change of mind, a change of design or a change of plans.
A player's size is wrong. Is that covered?
If the size differs from the roster you approved, yes: we remake that piece free. If it was made as listed on the roster, it is not a fault, but a replacement can be ordered at the tier price with no minimum.
Who pays shipping on a replacement?
We do, both ways. Replacements for a fault ship free by tracked express with customs duty paid, and if we ask for a piece back, we pay for that too.
Do we get a refund or a remake?
A remake or reprint first. If that is not possible, or would not arrive by the date in your quote, we refund the faulty pieces.
What if a carton is damaged or pieces are missing?
Photograph the carton and the contents and tell us within 30 days of delivery. Missing or damaged pieces are treated as a fault: remade free, or refunded if a remake is not possible.