Effective Date: October 20, 2025
At Mr Balaclava, we prioritize product quality and customer satisfaction. Please read our Refund & Return Policy carefully before placing your order.
1. Custom Products
- All custom or personalized products (including embroidered logos, private-label items, or bespoke designs) are non-returnable once production begins.
- Before any custom product leaves our factory, our quality control team or your designated agents may inspect the products. During this inspection, you may request changes or reject items if they do not meet agreed specifications.
2. Responsibility for Errors
- If any defect or mistake is determined to be our fault, Mr Balaclava will take full responsibility. In such cases, we will either:
- Remake the product, or
- Issue a refund for the affected items.
- Any issues reported after the product has left the factory, or caused by handling, shipping, or misuse, will not be eligible for refunds or replacements.
3. Defective or Damaged Products (Non-Custom Items)
- For standard, non-custom products, returns are accepted within 15 days of delivery if items are defective, damaged, or incorrect.
- Customers must contact us at contact@mrbalaclava.com with photos and order details.
- Refunds or replacements will be processed after inspection.
4. Shipping and Responsibility
- For custom orders, inspection and approval before shipping ensures any defects are addressed upfront.
- Shipping costs for returns due to customer preference are not refundable.
- In cases where a product is defective or shipped incorrectly due to our error, shipping costs will be covered by Mr Balaclava.
5. Contact Us
For questions, QC inspections, or assistance with defective items:
Email: contact@mrbalaclava.com
