Refund, Cancellation, and Return Policy

At Koala-Tees Inc., most products are custom-made for each customer. Because custom apparel, printed goods, embroidered goods, decorated products, artwork services, and special-order items are produced specifically for your order, refunds, cancellations, and returns may be limited once an order has been approved, prepared, or placed into production.

This Policy is intended to be clear, fair, and consistent with our production process. Please review it before placing an order.

1. Custom-Made Products

Most products sold by Koala-Tees Inc. are custom products. This may include screen printed apparel, embroidered apparel, DTF transfers, DTG prints, promotional products, decorated goods, custom artwork services, proofs, production files, and other custom or special-order items.

Because these items are made specifically for each customer, they generally cannot be returned, restocked, or resold after production begins.

2. Order Cancellations

Cancellation eligibility depends on the status of the order.

Before an Order Becomes Production Ready

If you request to cancel before your order becomes Production Ready, we may be able to cancel the order and issue a refund, less any non-recoverable costs already incurred. These may include payment processing fees, artwork or design work already completed, special-order product costs, shipping costs, or other expenses already committed for your order.

After an Order Becomes Production Ready

An order is considered “Production Ready” when all required artwork, order details, garment selections, payment or deposit, and proof/mockup approvals have been received.

Once an order becomes Production Ready, cancellation may not be available because materials, labor, scheduling, artwork preparation, production setup, or special-order purchasing may already be underway.

After Production Begins

Once production has started, custom orders are generally not eligible for cancellation or refund unless Koala-Tees Inc. determines that a refund, reprint, repair, store credit, or other remedy is appropriate under this Policy or required by applicable law.

3. Refunds for Custom Orders

Refunds are not automatically available on all orders.

Refunds, partial refunds, reprints, repairs, credits, or other remedies may be available when:

• Koala-Tees Inc. made a material production error
• The finished product materially differs from the approved proof, mockup, or confirmed order details
• The wrong product, color, size, decoration method, or quantity was produced due to our error
• The order was not completed according to an applicable written rush guarantee
• The order cannot be fulfilled and no acceptable substitute or revised timeline is agreed upon
• A refund is required by applicable law

Because custom production involves manual processes, slight variations in print placement, ink color, garment shade, embroidery appearance, sizing, and production finish may occur and do not automatically qualify for a refund unless the issue is material.

4. Customer-Provided Artwork and Information

Customers are responsible for providing accurate order details, artwork, spelling, names, numbers, sizes, colors, shipping information, deadlines, and approvals.

Koala-Tees Inc. is not responsible for errors caused by incorrect customer-provided information, low-quality artwork, misspellings approved by the customer, incorrect garment selections, incorrect quantities, incorrect shipping addresses, or changes requested after approval or production.

If we notice an issue with your artwork or order details, we will make reasonable efforts to contact you. However, final responsibility for reviewing and approving proofs, mockups, artwork, spelling, layout, colors, and order details belongs to the customer.

5. Proofs, Mockups, and Approvals

If a proof or mockup is provided, the customer is responsible for carefully reviewing and approving it before production.

Approval of a proof, mockup, online checkout preview, or written order confirmation means you authorize Koala-Tees Inc. to produce the order based on the approved information.

Changes requested after approval may delay the order, change the price, affect rush guarantees, or be unavailable if production has already started.

6. Damaged, Defective, or Incorrect Orders

If you believe your order is damaged, defective, incorrect, or materially different from the approved order, please contact us as soon as possible.

Please include:

• Your order number or invoice number
• Your name and contact information
• A description of the issue
• Clear photos of the affected items
• The quantity affected
• Whether the order was picked up or shipped

Claims should be submitted within 7 calendar days after pickup or delivery whenever possible so we can review the issue promptly.

After review, Koala-Tees Inc. may offer an appropriate remedy, which may include repair, replacement, reprint, partial refund, full refund, store credit, or another reasonable solution depending on the circumstances.

7. Returns of Custom Products

Custom products are generally not returnable unless Koala-Tees Inc. requests the return as part of a refund, replacement, inspection, or claim process.

A refund does not automatically entitle the customer to keep custom products. If a full refund is issued before products are released, Koala-Tees Inc. may withhold delivery of those products. If products have already been released, Koala-Tees Inc. may require return of some or all affected items as part of the remedy process.

8. Rush Order Refunds

Rush order refunds are handled according to our Delivery and Turnaround Policy.

If Koala-Tees Inc. fails to meet an applicable written rush guarantee due to circumstances within our reasonable control, we will work with the customer to determine an appropriate remedy. This may include refund of rush fees, partial refund, partial delivery, full refund, store credit, or another reasonable accommodation.

Rush refunds may not be available for delays caused by customer approval delays, missing or incorrect artwork, changes requested after approval, incorrect customer information, product availability issues outside our control, carrier delays after shipment, weather, natural disasters, or other circumstances beyond our reasonable control.

9. Payment Refund Method and Timing

Approved refunds are usually issued to the original payment method when possible. Refund timing may depend on the payment processor, card issuer, bank, or payment method used.

Payments may be processed through InkSoft Payments, our in-house card-processing system, or another payment processor. Koala-Tees Inc. does not control all payment processor or bank processing times.

10. Chargebacks and Payment Disputes

If there is a problem with your order, please contact us first so we can review the issue and try to resolve it.

Filing a payment dispute or chargeback without contacting us may delay resolution because we may need to provide order records, proof approvals, production records, delivery records, communications, and other documentation to the payment processor or card issuer.

11. Privacy and Records

Refunds, cancellations, returns, delivery issues, and payment disputes may require us to process order information, payment-related information, customer communications, artwork, production records, delivery records, and related documentation.

Our use of personal information is described in our Privacy Policy.

12. Contact Us

If you have questions about a refund, cancellation, return, or order issue, please contact us:

Koala-Tees Inc.

9544 S 500 W

Sandy, Utah 84070

United States

Email: support@koalateesinc.com

Phone: 801-566-1867

Website: koalateesinc.com