Return Policy
At San Saba Cap, we specialize in custom screen printing, embroidery, and promotional products. Because every order is personalized and produced specifically for you, we maintain a strict return policy designed to balance customer satisfaction with the nature of custom manufacturing.
1. Art Proof Approval Process
• After placing your order, we will email or text you digital art proofs for review.
• You must carefully review the proof for accuracy in design, spelling, colors, placement, sizing, and all other details.
• Once you approve the art proof, we immediately move your order into production.
• Approval is final. By approving the proof, you accept full responsibility for the design as shown.
2. Custom Orders – Non-Returnable
All custom screen-printed, embroidered, or personalized promotional products are made-to-order and are non-returnable and non-refundable unless they qualify as defective due to our error (see Section 3).
3. Defective or Incorrect Products (Our Error)
We stand behind the quality of our work. If the final product contains an error that is our responsibility (e.g., wrong color, incorrect size, poor customization quality, or production mistake not present in the approved proof), we will:
• Immediately correct the issue.
• Resend a revised digital proof for your approval (if needed).
• Produce and ship a replacement order at no additional cost to you.
To qualify for replacement:
• You must notify us within 14 days of receiving your order.
• Provide clear photos of the issue.
• Return the defective items (if requested) at our expense.
We reserve the right to inspect returned items to confirm the defect before issuing a replacement.
4. Customer Errors
If the final product matches the approved art proof but contains an error you overlooked (spelling, design choice, color selection, etc.), we are not liable. In these cases, we may offer to produce a new order at a discounted rate, but this is at our sole discretion and not guaranteed.
5. Order Cancellations
• Orders may be cancelled only before art approval with no penalty.
• Once the art is approved and production has begun, cancellations are not accepted
6. Shipping & Delivery Issues
• Claims for damaged shipments during transit must be filed with the carrier. We will assist with documentation when possible.
• We are not responsible for delays caused by shipping carriers.
7. General Conditions
• All returns or replacements must be approved in advance by contacting our customer service team. Unauthorized returns will not be accepted.
• Items must be returned in their original condition (unless defective).
• We do not offer refunds on custom orders. Replacements are our standard remedy for qualifying issues.
• This policy applies to all orders placed through San Saba Cap, Inc.
Contact Us
For any questions regarding your order or this policy, please contact us at:
Email: [email protected]
Phone: 830-257-2434
We appreciate your business and are committed to delivering high-quality custom promotional products. Thank you for choosing San Saba Cap.