Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item(s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

You can always contact us for any return questions at motheranddaughter.proembroidery@gmail.com

 

Damages and issues

We guarantee the quality of our products and we are 100% responsible for any damage to the embroidery, but we are not responsible for damage to the fabric. Our recommendation is to follow the proper washing and drying instructions or those printed on the label and not to use products that may damage the fabric.

For rush and/or delicate orders, we recommend that customers provide extra pieces. While it's not always the case, there is a possibility of 1-2 items getting damaged. To ensure we meet your deadline, having a few extras helps us avoid any delays in completing the job on time.

 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on special orders or personalized items.

 

Exchanges 

We offer the option for exchanges of items of equivalent value, or alternatively, you may opt to cover any price difference for an item of higher value.

Exchanges are acceptable within 15 days of purchase.

Exchanges are subject to availability. 

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Deposit Policy

To begin production on custom embroidery or DTF Transfer orders of $200.00 or more, a non-refundable deposit of 40% of the total cost is required at the time of garment drop off / order approval.

The remaining balance is due upon completion, prior to pickup or shipment.

Please note that custom orders cannot be canceled or refunded once production has started.

 

Communication Policy

Our preferred methods of communication are email or text message.
Please leave a message with your job order details, and we will respond as soon as possible.

To help us manage orders efficiently and ensure all job details are accurate and complete, we kindly ask that customers send all job order details within the same email thread.

Keeping all communication in one thread allows us to:

    •    Access your order details quickly and accurately
    •    Avoid missed information or miscommunication
    •    Complete your job as requested and on time

If you need to make changes or provide updates, please reply directly to the original email thread instead of starting a new one.

Thank you for your cooperation and for helping us maintain an organized and efficient process!