Refunds and Returns
Effective Date: July 9th, 2026
Overview
At XIX Brands, we take pride in the quality of every custom item we produce. Because our products are made to order and personalized to your specifications, our return policy differs from standard retail. Please read this policy carefully before placing your order.
Custom & Personalized Orders
All custom-printed items — including but not limited to apparel, drinkware, promotional products, and branded merchandise — are produced specifically for you and are therefore non-returnable and non-refundable unless they arrive defective or materially different from what was approved at the proof stage.
Before production begins, you will receive a digital proof for approval. By approving your proof, you confirm that all text, artwork, colours, sizing, and specifications are correct. XIX Brands is not responsible for errors in approved proofs.
Defective or Incorrect Items
If your order arrives damaged, defective, or materially different from your approved proof, please contact us within 7 days of delivery. We will arrange a reprint or refund at no additional cost to you. To process your claim, please provide:
- Your order number
- A description of the issue
- Photos clearly showing the defect or discrepancy
Claims submitted after 7 days of confirmed delivery may not be eligible for a reprint or refund.
Non-Custom & Stock Items
For any non-customized stock items purchased through our store, we accept returns within 30 days of the confirmed delivery date, provided the item is in new, unused condition with original packaging and tags. A receipt or proof of purchase is required. All clearance and final-sale items are non-returnable.
How to Initiate a Return or Claim
Contact our customer service team before sending anything back to us:
Email: sales@xixbrands.com
Once your return or claim is approved, we will provide instructions on next steps.
Shipping Costs
Return shipping for non-custom items is at the customer's expense unless the product is defective or an incorrect item was shipped. Original shipping charges are non-refundable. For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. XIX Brands is not responsible for lost return shipments.
Refunds
Approved refunds will be processed within 5–7 business days. You will receive a confirmation email when the refund has been issued. Refunds are applied to the original payment method.
If your original payment was made via PayPal, your refund will be returned to your PayPal account. PayPal's own processing times may affect when funds become available in your account.
