Order Terms and Acceptance Policy

1. What governs your order

1.1 For decorated and custom orders, your tech pack is the complete specification of what we will produce. It is generated from your own design inputs, is available for download before checkout, and records the garment, colourway, size breakdown, quantities, artwork files, print or embroidery placement, dimensions and decoration method.

1.2 For blank garment orders without decoration, your purchase order is the specification. We will supply the garments, colours, sizes and quantities shown on it.

1.3 We produce to the specification, and only to the specification. Anything not shown in your tech pack or purchase order is not part of your order. Verbal discussions, chat messages, mood boards and reference images do not change the specification unless they are reflected in the tech pack before you pay.

1.4 Production is based on your tech pack or purchase order as it stands at the moment of payment, and any claim is assessed against that specification. Changes requested after payment are not part of the accepted order unless we confirm them in writing. Your tech pack is available to download from your cart before you pay, and we recommend keeping a copy of the version you approve.

2. When your order is approved

2.1 Payment is approval. By completing checkout you confirm that you have reviewed your tech pack or purchase order and that it is correct.

2.2 After payment, production is scheduled and materials are committed. Changes requested after payment may not be possible. Where a change is possible, it may carry additional cost and lead time, and we will confirm both before proceeding.

2.3 Pre-production samples are not included. If you want a physical sample before bulk production, order one before placing your bulk order: a one-unit sample of most garments can be ordered at any time, and producing it adds to the overall lead time. If you proceed to bulk production without ordering a sample, production proceeds directly to bulk on the basis of your tech pack, and the tech pack is the only reference against which your order is produced and assessed.

2.4 We may send you photographs of your goods during or after production. Where we do, and you confirm or raise no objection before dispatch, those goods are treated as approved for shipping.

3. Delivery, packaging and duties

3.1 Lead times are estimates, not guarantees. We will tell you promptly if a date moves.

3.2 Packaging beyond standard protective packaging, including branded polybags, hangtags and custom mailers, is supplied only where it appears as a line item on your invoice.

3.3 Where your goods are imported, you are the importer of record. Duties, taxes and customs charges are your responsibility, and delays in customs clearance are outside our control.

3.4 Risk passes on delivery to the address on your order.

4. Inspection and reporting

4.1 Please inspect your order on arrival. You have 10 days from delivery to report any shortage, damage in transit, or defect.

4.2 To report, email info@garmentsystem.com with your order number, a description of the issue, the quantity affected, and clear photographs of the affected goods and their packaging.

4.3 Claims raised after 10 days may not be accepted, because we can no longer distinguish a production or transit issue from handling after delivery. This does not affect any rights you have under section 7.

4.4 Please keep the goods and their packaging until your claim is resolved. Do not sell, decorate further, alter or dispose of goods that are the subject of a claim.

5. Non-conforming goods

5.1 Goods are non-conforming if they differ from your tech pack or purchase order, arrive short of the quantity invoiced, or arrive damaged in transit.

5.2 Where goods are non-conforming, we will provide, at our election, either a remake of the affected units or a credit against the affected units. Where only part of an order is affected, the remedy applies to the affected units only.

5.3 Credits are calculated at the unit price shown on your invoice for the affected units.

5.4 We may ask you to return the affected goods before issuing a remake or credit. If we do, we will provide return instructions and cover reasonable return shipping. Goods returned without prior instructions may not be accepted.

6. Conforming goods

6.1 Goods that match your tech pack or purchase order are final sale. Because every order is produced to your specification and cannot be resold, we do not accept returns, cancellations or refunds on conforming goods.

6.2 This includes, in particular, situations where you have changed your mind, your event or campaign has changed, your customer has cancelled, a feature you wanted was not included in the tech pack you approved, or you are dissatisfied with a garment or decoration that matches the specification you supplied.

6.3 Reasonable variation is inherent in apparel decoration and is not a defect. This includes minor colour variation between screens, batches and dye lots, small differences between screen or digital output and on-screen previews, and placement tolerance of approximately 0.5 cm.

7. Consumers

7.1 If you are purchasing as a consumer within the meaning of the Quebec Consumer Protection Act, you have statutory rights, including the legal warranty of conformity and durability, that cannot be excluded or limited by contract.

7.2 Nothing in this policy limits those rights. Where any term here conflicts with a right you have as a consumer under applicable law, that right prevails.

8. Escalation

8.1 If you are not satisfied with how a claim has been handled, reply to your claim thread and ask for it to be escalated. We will respond within 3 business days with a written decision and the reasons for it.

8.2 If a dispute cannot be resolved, we ask that you contact us before contacting your bank or card issuer. Most issues are resolved faster directly, and a chargeback filed while a remedy is in progress usually delays that remedy. This is a request, not a restriction on your rights.

9. Ownership and use of your designs

9.1 You confirm that you own or are licensed to use the artwork, trademarks and other content you upload, and that our production of them does not infringe anyone's rights.

9.2 You retain ownership of your artwork. You grant us a limited licence to reproduce it for the purpose of fulfilling your order.

10. Changes to these terms

The version of this policy in effect at the time of your order governs that order.