Custom made, made right
Every Hemero order is made for your team, so custom products can't be returned or exchanged for change of mind, wrong sizes ordered, or roster details in your confirmed order. If we made a mistake, we fix it.
Defective, damaged or wrong items
- Tell us within 7 days of delivery at info@hemero.team.
- Include your order or team name and clear photos of the issue.
- If the item is defective, damaged in shipping, or doesn't match your Order Confirmation or approved design, we'll replace it. If we can't replace it, we'll refund it.
- We cover shipping for replacements of our errors.
- We may ask you to send the item back, or a photo of it marked as unusable, before we replace it. Replacements cover the affected items only.
- Wrong color: if a color comes out clearly different from the one you approved (for example, navy printed as royal blue), we reprint the affected items at our cost. Send photos taken in daylight, while the items are unworn and unwashed. We may ask for the items back, at our cost.
- We aim to resolve claims within 2 to 3 weeks, depending on production.
What isn't covered
- Errors in a confirmed order or roster, including names, numbers, spelling and sizes. That includes details entered by parents you invited.
- Small shade differences from what you saw on screen, or between dye batches.
- Normal differences between the 3D preview and the finished product, as described in our Terms.
- Orders already in production that you want to change or cancel.
- Claims sent more than 7 days after delivery.
- Normal wear, or damage from washing against the care instructions.
Canceling an order
You can cancel at no cost any time before you pay. If we're designing it for you, that includes before you approve your design. A design fee you agreed to in writing is not refundable once the work has started. Once you pay, or once we accept your purchase order, your order is scheduled for production and can't be canceled. A purchase order stays due in full once production starts, even if the products are no longer needed.
Need a change after you pay? Contact us right away. If production hasn't started, we'll do what we can. Changes may move your in-hand date or add cost.
Missed deadlines
When we confirm an in-hand date in writing, we plan to hit it. If our own delay puts that date at risk, here's how we make it right. We choose the remedy.
- First, we speed it up. If we see a confirmed date slipping, we upgrade to expedited shipping at our cost.
- Still late? You get credit. If items still arrive after your confirmed in-hand date, we give you a credit of up to 20% of the price of the late items toward your next order. In some cases we may refund that amount instead. Credits have no cash value and can’t be combined with other offers.
- Tell us within 7 days of delivery at info@hemero.team.
This covers our own delays only. It doesn't apply to:
- Payment that arrives after the sizes and payment due date on your order.
- Roster changes after your roster lock date.
- Rush dates we didn't confirm in writing.
- Carrier delays after your order ships, customs, weather or other events outside our control.
Team store orders
Team store items are made to order after the store closes. Orders can be changed or canceled while the store is open. After it closes, the policy above applies.
Refund timing
Approved refunds go back to your original payment method within 7 to 10 business days. Your bank may take a few more days to show it.
Please contact us before disputing a charge with your bank. If a payment is reversed for an order we delivered as confirmed, the amount and any bank fees are still owed.