Return & Refund Policy

Every product at HQSweater is made to order, from funny Christmas sweaters to personalized designs and custom logo sweaters for teams. That is why we do not accept returns for change of mind or wrong size selection. If something is wrong on our side, we will send you a free replacement, usually without needing the item back. This Return & Refund Policy explains what is covered and how to file a claim.

Cancelling or changing your order within 5 hours

Because production often starts soon after checkout, there is only a short window to cancel or change an order. Please review your design, size, and shipping address carefully before you complete payment.

• You can cancel or change your order free of charge within 5 hours of purchase. Approved cancellations receive a full refund to your original payment method.
• Email info@hqsweater.com with the subject line “CANCEL ORDER #[Order Number]” or “MODIFY ORDER #[Order Number]”.
• After 5 hours, changes or cancellations are not guaranteed, as production may have already started.

What is covered under the Return & Refund Policy

HQSweater does not hold ready-made inventory, so returned items cannot be restocked or resold. Instead of asking you to ship products back, we resolve eligible issues with a replacement or refund based on photo or video proof, saving you return shipping costs and reducing waste.

You are eligible for a free replacement or a refund if your order has one of the following issues:

• Printing defect: the design is blurry, peeling, cracked, misaligned, or has a significant printing error.
• Manufacturing defect: the item has a hole, broken seam, or another defect present when it arrived.
• Wrong item sent: you received a different size, color, or design from what you ordered.
• Damaged in transit: the item arrived torn, stained, or otherwise damaged during shipping.
• Personalization error by HQSweater: the name, photo, text, or logo does not match the information you submitted or the digital proof you approved.
• Lost in transit: the package is confirmed lost by the carrier, or tracking shows no movement well beyond the delivery estimates in our Shipping Policy.

Items bought on sale, with a discount code, during holiday promotions, or at bulk pricing are covered by the same rules as full-price items.

What is not covered

Because every item is made specifically for you, we cannot offer a refund, replacement, or exchange in the following cases:

• Change of mind: you no longer want the item, do not like the design after receiving it, or your party or event was cancelled.
• Wrong size selected: please check the size chart on each product page, measure carefully, and compare with a similar item you own before ordering. Our Christmas sweaters are printed sweatshirts with a sweater-style design, so the fit is closer to a sweatshirt than a knitted sweater.
• Customer personalization errors: typos or incorrect names, numbers, dates, or text entered by the customer at checkout.
• Incorrect address: packages delayed, lost, or returned because of an incomplete or incorrect address provided by the customer.
• Improper care: damage caused by hot water, bleach, high-heat tumble drying, or ironing directly on the print.
• Normal variations: slight differences in color, print placement, or size that are part of made-to-order printing and do not affect the overall look or wear of the product. Mockups are digital illustrations, so small differences from the printed garment are normal.
• Late claims: claims submitted more than 30 days after delivery.
• Approved proofs: bulk or custom logo items produced exactly as shown on the digital proof you approved.
• International fees: customs duties, import taxes, and carrier fees paid to third parties are not refundable by HQSweater.

Care tip: Wash your sweater inside out in cold water, tumble dry on low or hang dry, and do not iron directly on the design.

How to file a claim under the Return & Refund Policy

Since you do not need to send the item back, we rely on clear proof to review your claim. Please read the claim window and requirements below before contacting us.

The 30-day claim window

All claims for damaged, defective, misprinted, or incorrect items must be submitted within 30 days of the delivery date shown in your tracking information. After 30 days, we are unable to offer a replacement or refund.

What to include in your claim

Email info@hqsweater.com with the subject line “Claim - Order #[Order Number]” and include:

• Your order number.
• A clear photo or short video of the issue, showing the whole item and a close-up of the defect, print error, or incorrect detail.
• A photo of the shipping label, which helps us file a claim with the carrier or production team when needed.
• A short description of the problem and whether you prefer a replacement or a refund.

Please do not wash, alter, or use the item before contacting us, as this makes it harder to confirm its original condition. Our team will review your claim and reply by email.

How we resolve approved claims

Once your claim is verified, we will resolve it with a replacement or a refund. Refunds follow the processing time below.

Replacement or refund options

• Option A – Free replacement (preferred): we produce and ship a new item to you at no extra cost, including shipping.
• Option B – Full or partial refund: if a replacement does not work for you, we refund the affected item(s) to your original payment method. A full refund applies when the item is lost, unusable, or not what you ordered. A partial refund may be offered for minor issues if you choose to keep the item.

Refund processing time

• Please allow 5 - 10 business days for your bank, card issuer, or PayPal to post the refund to your account.
• If a discount code was used, the refund is based on the amount you actually paid.
• If the refund has not appeared after 10 business days, check with your bank first, then contact info@hqsweater.com with your order number.

Bulk and custom logo orders

For bulk orders and custom logo sweaters, you approve a digital proof before production starts, and your order is produced exactly as shown. Please check the logo, colors, spelling, placement, sizes, and quantities carefully before approving.

• Not covered: details that were visible on the approved proof, such as a logo color, a placement choice, or a typo in the team name.
• Covered: pieces that arrive damaged, misprinted, or with sizes or quantities that do not match the approved proof. We replace them free of charge within the same 30-day claim window.
• Faster resolution: list the affected sizes and quantities in your claim and include photos of a few representative items so we can resolve the issue quickly, ideally before your event.

Policy updates and contact

We review this policy regularly to keep it accurate as our products and production process change. Below you will find how updates are made and how to reach our team if you need help with an order.

Updates to this Return & Refund Policy

HQSweater may update this Return & Refund Policy to reflect changes in our products, production process, or legal requirements. The latest version will always be posted on this page with its revision date. Nothing in this policy limits your rights under the consumer protection laws that apply where you live.

Last Updated: October 22, 2026

Contact HQSweater

For questions about a damaged, misprinted, or incorrect item, please contact HQSweater and include your order number. Personal information you share is handled according to our Privacy Policy.

HQSweater Website: https://hqsweater.com Email: info@hqsweater.com Phone: +1 (945) 300-5320 Address: 270 Trace Colony Park, Ste B, Ridgeland, MS 39157, United States