Refund Policy
Effective Date: September 19, 2024
At Hemero LLC, we take great pride in the quality of our custom teamwear and accessories. As each product is made to order, our refund and return policy is designed to ensure fairness while protecting the integrity of our custom production process.
1. Eligibility for Refunds
Custom Orders:
- Custom Uniforms and Accessories: All of our products are custom-designed and produced specifically for each order. As such, they are generally non-refundable. However, if you receive a product that is defective or damaged upon delivery, you may request a replacement or refund, subject to the conditions outlined below.
2. Defective or Damaged Goods
If you receive a product that is defective or damaged, we will take the following steps to resolve the issue:
- Notification: You must notify us of any defects or damages within 7 days of receiving your order by emailing contact@hemero.us. Please include photos of the defects.
- Assessment: We will assess whether the issue qualifies for a refund, replacement, or repair.
- Resolution: We will aim to resolve the issue as quickly as possible, typically within two to three weeks, though it may take longer depending on the nature of the defect and current production times.
3. Requesting Refunds or Replacements
- If an error has been made on our part (e.g., wrong sizes, incorrect designs, or product defects), we will offer either:
- A replacement free of charge.
- A refund, if the item cannot be replaced.
4. Non-Refundable Situations
Due to the custom nature of our products, the following conditions are non-refundable:
- Custom orders that have been approved by the customer, including final mockups and roster sizes, and have entered production.
- Requests for refunds due to customer errors (e.g., incorrect player names, numbers, or sizes submitted in the final order).
- Late refund requests beyond the stipulated timeframe (i.e., 7 days for damaged/defective custom items).
5. Cancellation Policy
Custom Orders: Once an order for custom items is placed, it cannot be canceled if production has started. If you need to make changes or cancel, please contact us immediately at contact@hemero.us, and we will try to accommodate your request. If the design process is still ongoing, changes may be allowed, but please note that this could result in delays to the delivery timeline.
6. Refund Processing Time
- Once a refund is approved, we will process the refund to the original payment method within 7-10 business days.
- Please note that your bank or credit card provider may take additional time to post the refund to your account.
7. Shipping Costs
Defective/Damaged Items: We will cover the cost of shipping for the return or replacement of any items that are defective or damaged.
8. Responsibility for Accurate Information
- Mockups and Designs: Customers are responsible for approving final designs, mockups, and roster information (sizes, player names, numbers). Any errors that arise due to customer approval will not qualify for a refund or replacement.
- Roster Information: We will not be held responsible for any discrepancies in roster sizes, names, or numbers once production begins. Please ensure that all submitted information is correct before approval.
9. Ownership and Intellectual Property
Once the customer approves the final design, all intellectual property related to the design remains with Hemero LLC until full payment is received. We reserve the right to refuse to release any product until the full payment has been made.
10. Exceptions and Special Cases
- Deadlines: If you have a specific deadline for delivery, please communicate this before placing your order. We may offer rush options where possible, but these must be confirmed by our team in advance and may incur additional fees.
- Late Payments: If an order is placed under a purchase order (PO) arrangement, and payment is not received within the agreed timeframe, we reserve the right to apply penalties or hold future orders until the balance is settled.