Refund & Return Policy

At Nilai Apparel Gift and Souvenir, we take pride in producing high-quality custom jerseys, uniforms, apparel, and souvenir items. Because most of our products are personalized and made-to-order, please review the policy below before placing an order.

1. Custom Orders Are Final

All customized items (including jerseys, uniforms, apparel, names, numbers, colors, and logo prints) are non-refundable and non-returnable, except in cases of manufacturing defects.

Once the design is approved and production has started, no changes, cancellations, or refunds can be issued.

2. Eligibility for Return / Replacement

You may request a return or replacement only if:

• The item received is defective (e.g., printing error, stitching issue, wrong color)

• The product received is significantly different from the approved design/mock-up

• You received the wrong item, size, or quantity due to our mistake

Proof such as photos or videos may be required.

3. Issues NOT Eligible for Refund/Return

We cannot accept returns or refunds for:

• Wrong sizes chosen by the customer

• Slight color differences due to screen/print variations

• Incorrect spellings, names, or numbers provided by the customer

• Damage caused by improper washing or usage

• Change of mind after production has started

• Delay caused by courier services (beyond our control)

4. Reporting a Problem

If you believe your order qualifies for a return or replacement, please contact us within:

48 hours of receiving your item

Provide:

• Order number

• Description of the issue

• Photos/videos showing the defect

Late reports may not qualify.

5. Return Process

If your return/replacement is approved:

1. We will guide you on how to send the item back (if needed).

2. Items must be unused, unwashed, and with original packaging.

3. Once inspected, we will process a replacement or repair at no extra cost.

6. Refunds (If Applicable)

Refunds are only issued when:

• A replacement cannot be provided

• The product is out of stock (for non-custom items)

• We made an error that cannot be corrected

Refunds will be processed to your original payment method within 7–14 working days.

7. Shipping Costs

• If the mistake is ours, we cover the return shipping.

• If the issue is customer-related, shipping costs are borne by the customer.

8. Non-Custom Items

For ready-made apparel, gifts, or souvenir items (if offered), returns may be accepted within 7 days, as long as items are unused and in original condition.