Skip to content
Rexo Wear

Legal

Refund & Returns Policy

Everything we make is produced to your specification, so standard retail returns don’t apply. If something is wrong with what we made, we will put it right.

Effective date:

Made-to-order goods

Custom and private-label products are made specifically for you, carry your branding and cannot be resold. For that reason we do not accept returns or give refunds for change of mind, over-ordering, changes in your requirements or slow sales. This policy forms part of our Terms & Conditions.

Quality claims

You can make a claim if delivered goods:

  • have manufacturing defects, such as faulty seams, holes, stains or incorrect construction;
  • differ materially from the approved pre-production sample or written specification;
  • are outside the agreed measurement tolerances; or
  • are short of the quantity invoiced, beyond the agreed quantity tolerance.

Claims must be made in writing within 14 days of delivery. Goods should be inspected on arrival and before they are altered, decorated further, relabelled or sold.

How to make a claim

  1. Email rexowearr@gmail.com with your order reference.
  2. Describe the issue and the number of units affected, by style, colour and size.
  3. Include clear photos or video of the defects, the labels and the outer cartons.
  4. Keep the affected goods and packaging until the claim is resolved. Do not return goods until we agree the return in writing.

We will review your claim and respond with our assessment and proposed resolution.

Remedies

For valid claims, we will choose with you the most practical remedy for the defective units:

  • a remake or replacement of the defective units;
  • repair, where this fully resolves the issue;
  • a credit against your next order; or
  • a refund of the price paid for the defective units.

Where we agree that goods should be sent back, we cover the reasonable cost of returning defective units and shipping replacements. Our liability is limited to the price of the affected units, as set out in our Terms.

What isn’t covered

  • Features that match the approved sample or specification, including details you approved.
  • Variations within the agreed quantity, measurement or colour tolerances, including normal shade variation between dye lots.
  • Issues caused by Buyer-supplied materials, artwork or specifications.
  • Damage caused by washing or care contrary to the care label, misuse, alteration or normal wear.
  • Claims made after the 14-day claim period.

Sample fees

Sample fees and sample shipping costs are non-refundable, because each sample is made individually for you. If your quotation says so, sample fees may be credited against a confirmed bulk order. If a sample does not match the agreed specification because of our error, we will remake it at no extra charge.

Damage in transit

Note any visible damage to cartons on the carrier’s delivery receipt and photograph it before opening. Who bears the risk of damage or loss in transit depends on the Incoterms rule agreed for your order. We will help you pursue claims with the carrier or insurer where we arranged the shipment. See our Shipping Policy.

How refunds are paid

Approved refunds are paid to the original payment method or by bank transfer, usually within 14 days of agreement. Bank charges and currency conversion differences outside our control may apply.

Contact us

Questions about this document? Email rexowearr@gmail.com or message us on WhatsApp at +92 339 6702707.

Rexo Wear
Pakistan