Refund policy

Last updated: October 8, 2026

This policy applies to all purchases from HSG Custom Merch, a trade name of Haven Solutions Group LLC ("we," "us," "our").

1. Custom Products Are Final Sale
Every item is made to order with your artwork, text, or selections. We do not accept returns or exchanges for change of mind, for a size, color, or product you selected, or for errors in content you supplied, including spelling, image quality, or design. Please review size details and your order before checkout.

2. Our Quality Promise
If your order has a defect or an error we made, we will reprint the affected items or refund their purchase price, at our option. This covers:

  • Printing or engraving defects, such as peeling, cracking, or incomplete transfer, present at delivery or appearing after washing per the care instructions;
  • A wrong item, color, size, or quantity compared with your order confirmation;
  • Print placement or size that differs materially from what we confirmed with you; and
  • Items damaged in transit.

3. How to Report a Problem
Email olujan@hsgcustommerch.com within 7 calendar days after delivery. Include your order number and clear photos of the issue. If we ask you to return an item, we will provide a prepaid return label. Reprints ship at no cost to you.

4. What Is Not Covered

  • Minor color variation between your screen and the finished product;
  • Minor placement variation of up to 1/2 inch;
  • Wear from use, or damage from washing, drying, or ironing contrary to care instructions; and
  • Problems reported more than 7 calendar days after delivery.

5. Cancellations
You may cancel for a full refund until we begin production. Production begins after we confirm print size and placement with you. Once production begins, the order cannot be cancelled or refunded, except under our Quality Promise. If we decline your artwork for any reason, we will refund you in full.

6. Refund Timing
Approved refunds are issued to your original payment method within 5 business days of approval. Your bank may take additional time to post the refund. Shipping charges are refunded only when the refund results from our error or a defect.

7. Contact
Haven Solutions Group LLC dba HSG Custom Merch
741 Tiwa Ln NE, Rio Rancho, NM 87124
505-916-7927
olujan@hsgcustommerch.com