Refund & Return Policy

Last updated: July 12, 2026

Every Tero Fashion item is made to order in our own facility. Nothing is pre-printed, and personalized pieces are made for one person only. That shapes how this policy works — please read it before you buy.

1. How personalized orders work

If your order includes a personalized item (a photo, a name, or custom text), here is what happens:

  1. You place the order.
  2. We email you a digital proof within 1–2 business days, showing exactly how your item will be printed.
  3. You approve it, or ask for changes. You have 48 hours to reply. Changes at this stage are free.
  4. Production begins only after approval.

Important: if we do not hear from you within 48 hours, we treat the proof as approved and begin production. We do this so your order is not left sitting indefinitely — but it means you must check your email, including your spam folder.

Once you approve the proof (or 48 hours pass), the design is final. We cannot change it, and we cannot refund it for a design reason.

2. Our 30-day guarantee

You have 30 days from the delivery date to request a replacement or refund.

3. We replace or refund if:

  • Your item arrives damaged, defective or faulty
  • You received the wrong item or wrong size compared to what you ordered
  • An item is missing from your order
  • The printed item does not match the proof you approved — this is the one that matters most. If what arrives differs from what you signed off on, that is entirely our fault and we fix it, no argument.
  • The garment measurement is off by more than 1.5 inches from our published size chart
  • Your order never arrives — we refund 100% if it has not been delivered 30 days past the estimated delivery date

4. We cannot replace or refund if:

  • You approved the proof, and we printed it exactly as approved. If the name was misspelled on the proof and you approved it, the misspelling is now on the garment. Please read the proof carefully — that email is your last chance to catch it.
  • You did not reply to the proof email within 48 hours and we proceeded as described above.
  • Your uploaded photo was low quality. Uploaded images must be at least 300 DPI — sharp, well-lit, not blurred. We will flag an obviously unusable file before printing, but we are not responsible for a soft or grainy print caused by a low-resolution source image. Always send the original file, not a screenshot.
  • Minor colour variation. A colour difference of up to 20% can occur between your screen, the digital proof and the finished garment, due to monitor calibration and fabric dye lots. This is normal for printed apparel and is not a defect.
  • You changed your mind about a personalized item after approving it. It is made for you and cannot be resold.
  • The item has been worn, washed or altered.
  • The request is made more than 30 days after delivery.

5. You do not need to send anything back

Because our products are custom-made and cannot be resold, we do not require you to return the item. If your claim is approved, keep it, gift it, or donate it — whatever you prefer. You will never pay return shipping.

6. How to make a claim

Email support@terofashion.com within 30 days of delivery with:

  • Your order number
  • Photos of the item showing the problem clearly
  • A photo of the shipping label on the packaging
  • For sizing issues: a photo with a tape measure across the garment

We review every claim within 2 business days.

7. Timelines

  • Replacement: produced and shipped within 2–5 business days of approval, at no cost to you.
  • Refund via PayPal: 3–5 business days.
  • Refund via credit or debit card: up to 10 business days, depending on your bank.
  • Original shipping costs are refunded only when the fault is ours.

8. Cancelling an order

  • Non-personalized items: cancel free of charge within 12 hours of ordering.
  • Personalized items: cancel free of charge any time before you approve the proof. Once approved, production begins and the order cannot be cancelled.

Contact

Tero Fashion Customer Support
Email: support@terofashion.com
We reply within 24 hours, 7 days a week.