At Richstitch, we stive to ensure our customers are satisifed with their purchases. Due to the nature of custom/personalized products, we have specific guidelines in place to manage returns and exchanges.
Custom Products: All custom products are made to order based on the specific designs, colors, sizes, and materials chosen by the customer. Therefore, returns and exchanges are not accepted unless there is a error on our part.
Defective Products: if product is found to be defective upon receipt, customers must notify us within 5 days of delivery. Defective products may include:
- Incorrect embroidery or printing (e.g., spelling errors not matching the approved proof).
- Defective materials (e.g., tears, holes).
- Incorrect items received (e.g., wrong product, size, or color)
What cannot be returned: No returns will be accepted after 14 days of receipt of purchase. Items that are not in their original packaging cannot be returned. Items with wear cannot be returned. Items must be in like new condition to be eligible for return.
Returns for refund: must be made within 14 days of receipt of purchase.
Returns for exchange or store credit: must be made within 14 days of receipt of purchase.
Non-Returnable Items:
-Sale items are final and cannnot be returned.
-Custom/personalized products (unless error on our part)
- Items that have been worn, washed, or altered in any way.
Return Process
1. Notification:
Customers must contact us within 5 days of receiving order and request an RMA (Return Merchandise Authorization) number before making a return. To obtain an RMA number simply email us at [orders@richstitch.co] and request an RMA number. Your email must include the following: the date of your purchase, order number, a description of the issue, and clear photos.
2. Review:
We will review the claim and may request additional information or photos to verify the defect or error.
3. Approval:
If the return is approved, we will provide instructions for returning the item or for the next steps in the replacement process.
4. Restocking Fee:
A restocking fee of 10% and 20% of the purchase price may be applied.
5. Shipping:
Customers are responsible for return shipping costs. Original shipping costs are non-refundable.
6. Refunds:
- Refunds will be processed within 8 -14 business days after the returned item is received and inspected.
- Refunds will be issued to the original payment method used during purchase.
Customer Responsibilities
- Review and approve the design proof carefully before production begins.
- Ensure accurate and complete information is provided when placing an order.
To return your items:
- Contact Customer Support to obtain an RMA (Return Merchandise Authorization) number.
- Write the RMA number in a conspicuous place on the outside of the return parcel.
Send the package to:
Richstitch Embroidery - ( Returns)
1025 N Plum Street, Lancaster PA 17603
