Refund policy

Returns & Refunds

At On The Side Designs, many of our products are made to order or customized specifically for you. Please review all order details, sizing, colours, spelling and customization carefully before approving your order.

Custom & Personalized Items

Due to the custom nature of our products, all customized, personalized and made-to-order items are final sale and cannot be returned or exchanged due to sizing, colour choice, change of mind or ordering error.

When a mockup is provided for approval, it is the customer's responsibility to carefully review all details before approving production. Once a design has been approved and production has begun, changes or cancellations may not be possible.

Non-Custom Items

Regular, non-customized items may be eligible for return or exchange within 14 days of delivery or pickup, provided they are unworn, unwashed, unused and in their original condition.

Original shipping charges are non-refundable.

To start a return, you can contact us at otsdesigns223@gmail.com. If your return is approved, we’ll send you instructions on how and where to send your package. You are responsible for any cost associated with shipping items back. Items sent back to us without first requesting a return will not be accepted.

Damaged, Defective or Incorrect Orders

We want you to be happy with your order! If your item arrives damaged, has a production defect, or you receive an item that is different from what you ordered or approved, please contact us within 7 days of receiving your order.

Please include your order number and clear photos of the issue so we can make it right.

Depending on the situation, we may offer a replacement, repair or refund.

Sizing

Sizing can vary between brands and styles. Please review the size chart provided before ordering.

We cannot offer returns, refunds or exchanges on custom or personalized items due to incorrect sizing selected by the customer.

Cancellations & Changes

If you need to change or cancel an order, please contact us as soon as possible.

Because many of our products are made to order, we cannot guarantee changes or cancellations once blanks, transfers, materials or other supplies have been ordered or production has begun.

Refunds

Approved refunds will be issued to the original payment method. Please allow time for your bank or payment provider to process the refund after it has been issued.

Questions?

If you have any questions or concerns about an order, please contact On The Side Designs before placing your order. We’re always happy to help with sizing, customization or product questions.