Refund and Returns Policy

Last Updated: May 8, 2026

At Akilex, we are committed to providing reliable custom sportswear, sublimation apparel, teamwear, accessories, and OEM/ODM manufacturing services. Because most of our products are custom-made according to the customer’s design, artwork, size, fabric, logo, label, and order requirements, our refund and return policy is different from standard ready-stock products.

Please read this policy carefully before placing an order.

Overview

Most Akilex products are custom-made or produced according to customer-approved specifications. Once the design, sample, artwork, size chart, fabric, color, logo placement, label, packaging, or production details are confirmed and production has started, the order cannot be canceled, returned, or refunded unless there is a confirmed quality issue caused by our production.

We will review refund, return, or remake requests fairly and carefully based on the actual order situation, approved order details, and evidence provided by the customer.

Custom-Made Products

Because custom products are made specifically for each customer, the following items are generally not eligible for return or refund:

Custom sublimation sportswear
Custom jerseys and team uniforms
Custom T-shirts, polo shirts, hoodies, jackets, leggings, shorts, and training wear
Custom fishing shirts, cycling jerseys, rash guards, and technical apparel
Custom socks, bags, hats, towels, accessories, and home textile products
Products with customer logos, names, numbers, artwork, labels, hangtags, or packaging
OEM/ODM apparel orders
Samples or pre-production samples approved by the customer
Bulk orders produced according to approved samples, artwork, or specifications

We cannot accept returns or refunds simply because the customer changed their mind, selected the wrong size, provided incorrect artwork, approved incorrect design details, or no longer needs the products after production has started.

Order Confirmation

Before production begins, customers are responsible for carefully checking and confirming all order details, including but not limited to:

Product type
Design and artwork
Logo placement
Color requirements
Fabric selection
Size chart
Quantity
Names and numbers
Labels and hangtags
Packaging requirements
Shipping information
Sample or pre-production sample approval, if applicable

Once the customer confirms these details and production begins, the order will be produced according to the approved information.

Color Difference

For sublimation and printed products, slight color differences may occur due to fabric type, printing process, monitor display settings, lighting conditions, and production batches.

We work to keep colors as accurate and consistent as possible, but slight color variation is not considered a quality defect unless the difference is clearly beyond reasonable production tolerance.

Size Tolerance

For custom apparel and textile products, slight size differences may occur during cutting, sewing, pressing, and finishing.

A small size tolerance is normal in apparel manufacturing and is not considered a defect unless it is clearly outside the agreed production standard or approved size specifications.

Eligible Refunds, Returns, or Remakes

We may offer a remake, replacement, partial refund, or other reasonable solution if the issue is confirmed to be caused by our production error.

Eligible situations may include:

Wrong product produced compared with the approved order details
Wrong logo, name, number, or artwork caused by our production error
Major printing defect
Major sewing defect
Large quantity shortage
Wrong size produced compared with the approved size chart
Damaged products caused by our packing or production process
Other confirmed quality issues caused by Akilex

All claims must be supported with clear photos, videos, order details, and a description of the issue.

Non-Refundable Situations

Refunds, returns, or remakes will generally not be accepted in the following situations:

Customer provided incorrect artwork, logo, name, number, size, or order information
Customer approved incorrect design or production details
Customer changed their mind after production started
Customer selected the wrong size
Customer no longer needs the products
Slight color difference due to screen display, fabric, or printing process
Normal size tolerance in apparel manufacturing
Products damaged due to improper use, washing, storage, or handling by the customer
Products damaged during customer’s local distribution or resale process
Delays caused by customs clearance, local courier service, weather, holidays, or force majeure
Any claim submitted after the inspection period
Products returned without our written approval

Inspection Period

Customers must inspect all goods carefully after receiving the shipment.

If there is any issue, please contact us within 7 days after receiving the goods.

Please provide:

Order number or invoice number
Product photos
Clear photos or videos showing the issue
Quantity affected
Description of the problem
Packaging photos if the goods were damaged during shipping

If no claim is submitted within 7 days after delivery, the goods will be considered accepted.

Refund Process

Once we receive your claim, our team will review the information and may request additional photos, videos, or details.

If the issue is confirmed to be caused by our production, we may offer one of the following solutions depending on the situation:

Remake the defective items
Replace the affected items
Offer a partial refund
Offer a credit for a future order
Provide another reasonable solution agreed by both parties

If a refund is approved, the refund will be processed to the original payment method or another agreed method. The time required to receive the refund may depend on the payment provider, bank, or transfer method.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check with your bank or payment provider.

Processing times may vary depending on the payment method, bank, credit card company, or international transfer service.

If you have checked with your payment provider and still have not received the refund, please contact us at:

Email: simon@akilex.com

WhatsApp: +86 13711677185

Exchanges

Because most of our products are custom-made, we do not offer exchanges for size, color, design, or style changes after production has been completed.

We only replace items if they are confirmed to be defective, damaged, or incorrectly produced due to our production error.

If you need support with an exchange or replacement request, please contact us at:

Email: simon@akilex.com

WhatsApp: +86 13711677185

Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

If production has not started, we may be able to cancel the order and arrange a refund after deducting any costs already incurred, such as design work, sample preparation, material purchase, payment fees, or other related costs.

If production has already started, the order cannot be canceled or fully refunded.

Sample Orders

Customized sample fees are generally non-refundable once sample production has started.

If the sample has a confirmed production defect caused by Akilex, we will review the issue and may provide a corrected sample, adjustment, or other reasonable solution.

Bulk Orders

For bulk orders, customers should confirm all production details before mass production.

If a pre-production sample or digital mock-up has been approved by the customer, the bulk order will be produced according to the approved sample or approved production details.

Refunds or returns for bulk custom orders are only available when there is a confirmed production error caused by Akilex.

Shipping Returns

Please do not return any products without contacting us first and receiving written approval.

If a return is required and approved by Akilex, we will provide return instructions.

Unauthorized returns may not be accepted.

Return shipping costs will be handled according to the cause of the issue:

If the issue is caused by Akilex production error, we will discuss a reasonable solution, which may include remake, replacement, refund, or return shipping support.

If the return is not caused by Akilex production error, the customer will be responsible for return shipping costs, customs fees, taxes, and related expenses.

Shipping costs are generally non-refundable unless otherwise agreed in writing.

Customs, Duties, and Taxes

International orders may be subject to import duties, taxes, customs clearance fees, or local charges depending on the destination country or region.

These fees are usually the responsibility of the customer unless otherwise agreed in writing.

Akilex is not responsible for delays or additional costs caused by customs clearance, incorrect shipping information provided by the customer, local regulations, or import restrictions.

Damaged or Lost Shipments

If goods are damaged during transportation, please contact us as soon as possible with photos of the damaged products and packaging.

We will help check the situation with the shipping provider when possible.

Please note that shipping damage, customs inspection, courier delay, or lost parcels caused by third-party logistics providers may require investigation by the shipping company.

Final Decision

Akilex will review each refund, return, remake, or replacement request based on the order details, approved production information, evidence provided, and actual situation.

We aim to provide fair and reasonable solutions for both parties.

Need Help?

If you have any questions about refunds, returns, replacements, order issues, or after-sales support, please contact us:

Guangzhou Akilex Sporting Goods Co., Ltd.

Website: https://www.akilexsport.com/

Email: simon@akilex.com

WhatsApp: +86 13711677185