How to handle merch returns and the RMA process
Defective garments, wrong size waves, post-event left-overs — a clean RMA process that doesn't burn your AM hours.
Overview
Returns happen — wrong-size waves, defective decoration, post-event left-overs. Without an RMA process you spend AM hours arguing and lose goodwill. We offer a 3-track RMA: defect (no charge, replacement within 7 days), size-exchange (restock fee 15%, replacement within 14 days), and post-event buy-back (50% credit on un-decorated stock for re-use in next campaign).
Process
Each RMA gets a tracking number, photo evidence, and a written disposition (replace / credit / scrap) within 48 hours of inspection.
Pricing — Spain
EUR pricing excluding IVA. Standard lead 5-8 working days, rush production +35% delivers in 3-5 days. IVA 21%, e-invoices via FACe / SII (AEAT). Madrid hub.
FAQ
What is the minimum order?
No fixed minimum — for screen and embroidery economies start at 50+ units; DTF and UV print from 1 unit.
How long is production?
Standard 5-8 working days, rush +35% delivers in 3-5 days.
What payment terms?
50/50 for new clients, net-30 from order 4, net-60 for enterprise with credit insurance.
Do you sign NDA?
Yes — mutual NDA is standard for product launches, M&A and confidential campaigns.
Can you ship abroad?
Yes — we ship within the EU and to the UK, US, GCC and CIS via tracked carriers.