Refund policy

Refund & Returns Policy

Effective Date: 11 May 2026
Business: Sublimation Base, Pakka Garha, Bounkan Road, Sialkot 51310, Pakistan
Email: info@sublimationbase.com
Phone: +92 347 6067266

At Sublimation Base, we are committed to delivering high-quality, precision-manufactured custom apparel. Because most of our products — including 7v7 football jerseys, baseball uniforms, and other team apparel — are made to order based on your approved designs and specifications, this policy is structured to protect both your purchase and the realities of personalized manufacturing.

This policy applies to all orders placed through sublimationbase.com and shipped internationally from our manufacturing facility in Sialkot, Pakistan.

1. Return Window

Customers have 30 calendar days from the date of delivery (as confirmed by the courier tracking record) to report any issue or request a return. Requests submitted after this 30-day window cannot be accepted, and all sales will be considered final.

2. Eligible Returns

We accept returns for both defective and non-defective items under the following conditions:

  • Defective or incorrect items: Manufacturing defects, fabric flaws, stitching errors, sublimation printing defects, sizing outside our stated tolerance (±1–2 cm), order mismatches, or fulfilment errors are fully covered at our expense.
  • Non-defective items (non-customized products only): If you are not satisfied with a non-customized item, you may request a return within 30 days of delivery, provided the item is unworn, unwashed, unused, and returned in its original condition and packaging with all tags intact.
  • Customized items: Items personalized with team names, player names, numbers, custom logos, or unique colorways are made specifically for you and are generally non-returnable for change-of-mind reasons. They remain fully eligible for return, replacement, or refund if they are defective, incorrect, or do not match the approved digital mock-up.

3. Eligible Cases for Full Refund, Replacement, or Repair

We will provide a full refund, free replacement, or repair (at your preference, where practical) at our expense in the following cases:

  • Manufacturing defects: Fabric flaws, stitching errors, or printing defects.
  • Order mismatch: The item received does not match the approved design mock-up, agreed specifications, or selected size.
  • Fulfilment error: The wrong item, color, size, or quantity was shipped.
  • Damage in transit: Items arriving visibly damaged due to shipping (must be reported with photos within 7 days of delivery).
  • Lost shipments: Orders confirmed lost in transit by the carrier (DHL or FedEx) will be re-produced and reshipped at no extra cost, or refunded in full.

4. How to Initiate a Return

To start a return or report an issue, contact us within the 30-day window:

  • Email: info@sublimationbase.com
  • Phone / WhatsApp: +92 347 6067266
  • Required information: Order number, a clear description of the issue, and high-resolution photos or short videos showing the defect or mismatch.
  • Review process: Our quality control team will acknowledge your claim within 2 business days and provide a decision or next steps within 5 business days of receiving all required information.

Please do not return any item before receiving written return authorization from us. Unauthorized returns may not be accepted or refunded.

5. Order Cancellation (Before Production)

Because every custom order goes through a design-approval stage before production begins, you may cancel for a full refund at any time before you approve the final design mock-up and we begin production. Once production has started, cancellation is no longer possible because materials have been cut, printed, and sewn specifically for your order.

6. Return Shipping and Fees

  • Defective, incorrect, or damaged items: Sublimation Base covers all return shipping costs. Where available, we will provide a prepaid return label or reimburse documented return shipping costs.
  • Non-defective returns (change of mind on non-customized items): The customer is responsible for return shipping costs. Original shipping charges are non-refundable.
  • Restocking fees: None. We do not charge restocking fees on any approved return.
  • Customs duties or taxes: Any duties or taxes paid by the customer to receive the original shipment are refundable only to the extent recoverable from the local customs authority. Sublimation Base cannot refund duties or taxes retained by the destination country.

7. Refund Processing

Once your returned item is received at our facility and inspected (typically within 3–5 business days of arrival), we will notify you by email of approval or rejection.

  • Refund method: Approved refunds are issued to the original payment method used at checkout (credit/debit card via Shopify Payments, PayPal, or bank transfer).
  • Timeline: Once approved, refunds are issued within 2 business days. Please allow up to 10 additional business days for the credit to appear on your statement, depending on your bank or card issuer.
  • Partial refunds: May be offered in cases where a returned item is not in its original condition, is missing parts, or shows signs of use not disclosed at the time of return.

8. Non-Refundable Situations

Refunds or replacements will not be issued for:

  • Customer errors in design, spelling, names, numbers, sizes, or colors approved during the digital mock-up sign-off stage.
  • Minor color variances of up to approximately 5–10% between on-screen digital mock-ups and the final printed garment, which are normal in sublimation printing.
  • Minor size variations within our stated manufacturing tolerance of ±1–2 cm.
  • Damage caused by improper care, washing outside our care instructions, alterations, or normal wear and tear.
  • Items returned without prior return authorization.
  • Items returned after the 30-day window.
  • Delays in delivery caused by the courier, customs clearance, incorrect shipping information provided by the customer, or events beyond our reasonable control.

9. Return Address

All authorized returns must be sent (with the return authorization reference clearly marked) to:

Sublimation Base
Pakka Garha, Bounkan Road
Sialkot 51310, Punjab, Pakistan
Phone: +92 347 6067266

We strongly recommend using a trackable shipping service and retaining proof of postage. Sublimation Base is not responsible for return shipments lost in transit before they reach our facility.

10. Consumer Rights (EU, UK & Other Regions)

Nothing in this policy limits any statutory consumer rights you may have under the laws of your country of residence, including (where applicable) the EU Consumer Rights Directive and the UK Consumer Contracts Regulations. Statutory rights to cancel typically do not apply to goods made to the consumer's specifications or clearly personalized (such as custom sublimated team apparel), but defective-goods rights always apply.

11. Contact

For any question about this policy, returns, or refunds:

Email: info@sublimationbase.com
Phone / WhatsApp: +92 347 6067266
Hours: Monday–Saturday 9:00 AM – 10:00 PM PKT