Refund & Returns Policy
Effective date: January 1, 2026
Summary — What This Policy Means for You
Every product we make is fully custom — designed and manufactured specifically for your studio. We provide multiple approval checkpoints before production begins and before any order ships. If we make a production error that deviates from your approved design, we will correct it at no cost. We cannot accept returns or issue refunds on approved custom orders where production matches the approved design.
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1. The Custom Order Process — Your Protection at Every Stage
Because every product we produce is made specifically for your studio, our process includes multiple approval steps that protect you before any manufacturing begins:
Free Digital Mockup
Every order — patches, pins, or accessories — begins with a free digital mockup reviewed personally by Stacy. You must approve the mockup before production starts. Unlimited revisions are included at no charge.
Production Quality Review
Before any order is dispatched, our team conducts a quality check against your approved design specifications.
Pre-Dispatch Photos & Video (100+ piece orders)
For orders of 100 or more pieces, we send you photographs and video of the actual production samples before we ship. You have the opportunity to review production quality at this stage.
2. Our Production Guarantee
If the finished product materially deviates from your approved digital mockup due to a production error on our part — including incorrect colours, incorrect size, incorrect text, or structural defects — we will either:
Reproduce the affected items at no cost to you
Issue a partial or full refund at our discretion, depending on the nature and extent of the error
To make a production guarantee claim, notify us at stacy@customdancepatches.com within 7 days of receiving your order, with clear photographs showing the deviation from the approved mockup.
3. No Returns on Approved Custom Orders
We do not accept returns or issue refunds on custom orders where:
- 1The customer has approved the digital mockup and the production matches the approved design
- 2The customer provided incorrect information (wrong size, wrong colour, wrong text) and approved a mockup based on that information
- 3The customer changes their mind after production has begun following mockup approval
- 4Minor natural variations in colour between screen display and physical product — all screens display colours differently, and physical thread/enamel colours will have slight variance from digital previews
4. Pin Orders — Sample & Mold Policy
Custom pins require the creation of a physical metal mold (die) specific to your design. This mold cost is included within the overall pin production pricing and is unavoidable — it is a physical requirement of the manufacturing process.
Pre-production physical pin samples are possible but carry this mold cost regardless of whether you proceed with the full order. We strongly recommend using the free digital mockup approval process as the primary approval mechanism before production.
Once a pin mold has been created and production approved, orders cannot be cancelled.
5. Damaged or Lost Shipments
📦
Damaged in Transit
Photograph the damage and contact us within 48 hours of delivery. We will work with our shipping partner to process a claim and arrange replacement or compensation.
🔎
Lost in Transit
We will track the shipment with the carrier and, if confirmed lost, arrange reproduction and reshipment at no cost to you.
6. Cancellation Policy
✓ Can Cancel
At any point before you approve your digital mockup — no charge.
✗ Cannot Cancel
Once you have approved the mockup and production has begun — materials will have been committed.
7. Contact for Refund or Quality Issues
To raise any quality concern, refund request, or delivery issue, please contact Stacy directly:
In 15+ years of operation, production quality issues have been exceptionally rare — because Stacy personally reviews every design before it enters production.