Returns, Refunds, and Cancellations
Our Return Policy
At Facto Textile, our priority is your satisfaction. We strive to ensure that every purchase results in a happy customer. Since each product is handmade, human error can sometimes occur. Our quality control team typically catches any issues before your order is dispatched. However, if something does slip through the cracks, we’re here to help. Here’s what you need to know:
All products including fabrics are customized. Generally, returns are not accepted, unless there is an obvious product quality problem, we will negotiate a discount or remake to find a satisfactory solution for you.
If the product is faulty in any way, you can complaint within 14 days after goods delivered. Simply contact our customer service team by email, online chat or using the contact form, providing your name and order number.
A customer service representative will be in contact to help you out. Often, providing a digital image of the fault (along with a clear description) in an email to our team will help expedite the process.
In many cases, we can resolve the issue once the claim is confirmed via email. If the fault cannot be verified through email, you may be required to return the item for inspection. Once we receive the item, we’ll assess its condition and determine the next steps.
Please do not send items back to Facto Textile without contacting our team first. Remember to review the terms agreed upon during your purchase, which are always available on our website.

Please note, our policy includes the following provisions:
Non-Faulty Goods: We cannot accept returns of non-faulty products since all items are personalized or customized specifically for you.
Faulty Goods: To return faulty items, please contact our customer service team by email or using the contact form. You’ll be responsible for return shipping costs. After receiving the goods and confirming the issue on our end, we will provide a reprint or refund.
Returns are only accepted once the item is received in its original condition. If the product shows signs of use, we may not be able to offer a remedy. In cases of minor faults, we may propose an alternative solution.

Our Refund Policy
Before You Receive Your Items
We understand that things don’t always go as planned. After you place your order, we will mostly send you an email as order proof before starting production. Within 8 hours after order placed, you can contact us to edit your order or cancel it if you change your mind, as long as the order isn't printed or produced. If you have any questions or concerns about your design, our friendly customer service team will be happy to assist. If you cancel within 8 hours or we confirmed items not produced yet, we will issue a full refund.
When you place an order with Facto Textile, you're not just purchasing a product, but a service. Each item is handmade and personalized to order, which means we’ve already invested in materials, ink, transfer paper, and labor when we begin production. Therefore, if you wish to cancel after production has started, we may not be able to offer a full refund. However, we’ll discuss possible alternatives, and a partial refund may be considered. Our customer service team will provide guidance.
Regardless of the situation, we’re always here to help. If you have any concerns, don’t hesitate to reach out to our customer service team before or after production starts.

After You Receive Your Items
We want you to be satisfied with your order. If you’re not happy with it, please let us know. Since all our products are personalized, they cannot be resold, so it’s essential to double-check everything before you place your order. Here are a few things to consider:
Check Designs:  Make sure yours files are seamless and get no flaws in good resolution ( 300dpi ). Though our design team check and try to fix issues before printing, however, we don't take the resposibility if it's a file issue.
Check Text: If your design includes text, please verify the spelling before submitting it. We don’t review every word and can’t be held responsible for any errors in your design.
Check Sizes:  All files are printed according to the original size. Every product page provides sizing information (especially for clothing, which includes a full size chart).Be sure to select the correct size. If in doubt, use body measurements for accuracy instead of relying solely on size ranges. If you need help, contact us, and we’ll assist you in choosing the right size.
Because our products are personalized, each order is handled on a case-by-case basis. We are committed to finding a solution whenever possible to ensure your satisfaction.
If you have any concerns within 14 days of receiving your order, please contact us by email or via the contact form. Include your order number, a brief description, and pictures of the issue. Our team will typically respond within 24 working hours. By law, personalized goods cannot be returned unless they are faulty, but we may explore other solutions at our discretion.

Cancellations
Within 8 hours or we confirmed the order isn't produced yet.
We understand that things don’t always go as planned. After you place your order, we will mostly send you an email as order proof before starting production. Within 8 hours after order placed, you can contact us to edit your order or cancel it if you change your mind, as long as the order isn't printed or produced. If you have any questions or concerns about your design, our friendly customer service team will be happy to assist. If you cancel within 8 hours or we confirmed items not produced yet, we will issue a full refund.
After 8 hours or the order is produced or material prepared already,
Since we handcraft every product to order, and it's a custom order to you only. Once production begins, we’ve already invested in materials, ink, transfer paper, and labor specifically for your item. They will be not able to be cancelled as long as after 8 hours or the order is in production.