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 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.

To start a return, you can contact us at customersupport@enginehousedesigns.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customersupport@enginehousedesigns.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item 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.

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.
If more than 15 business days have passed since we’ve approved your return, please contact us at customersupport@enginehousedesigns.com.

1. MISSION

At Engine House Designs LLC, we strive to provide the highest quality custom embroidered products. We understand that circumstances may change, and we've established the following policies to ensure clarity for all our customers.

2. ORDER CANCELLATIONS

• Orders may be cancelled before production begins (within our 3-week lead time)
• Once an order enters production, cancellations cannot be accepted
• Partial order modifications (quantity reductions or custom option removals) are accepted before production, provided final quantities meet minimum order requirements

3. REFUNDS

• Full refunds will be issued for orders cancelled before production
• Partial refunds are available for:

• Removal of custom options 
• Reduction in order quantity (while maintaining minimum requirements)
  • No refunds will be issued once an order has entered production
  • 30% restocking fee applies to all custom items that are returned
  • Refunds will be processed using the original payment method

4. EXCHANGES

• Exchanges are considered on a case-by-case basis
• Original item must be returned and received by Engine House Designs LLC before replacement production begins
• Return shipping costs are the responsibility of the customer
• For items manufactured as described: Customer is responsible for all shipping costs, including return shipping and reshipping of exchanged items
• For manufacturing errors: Engine House Designs LLC will cover all shipping costs
• Returned items must be in original, unused, and unwashed condition

5. RETURNS

• Returns are handled on a case-by-case basis
• For items manufactured as described: Customer is responsible for all return shipping costs
• 30% restocking fee applies to all returned custom items
• Items must be unused, unwashed, and in original condition
• Contact us at customersupport@enginehousedesigns.com with your order number, photos, and description

6. MANUFACTURING ERRORS

• If Engine House Designs LLC made an error in production, we will remake your order at no additional cost
• We will cover all shipping costs for manufacturer errors
• Digital samples are provided for approval before production to ensure accuracy

7. IMPORTANT NOTES

• Custom orders are carefully crafted to your specifications
• Our standard lead time is 3 weeks, subject to change during peak seasons
• Severe weather may affect delivery times
• We recommend joining our mailing list to stay updated on any policy changes
• We typically respond to inquiries within 1 hour during business hours (9am-5:30pm CT)

For questions about this policy or to initiate a cancellation/return, please contact us:

• Email: customersupport@enginehousedesigns.com
• Website contact form 
• Official social media channels