Refund and Cancelation Policy

REFUND AND CANCELATION POLICY

GENERAL POLICY

At Sterling 8 Designs, we handcraft every order with care, especially when customization or personalization is involved. Inquiries are handled on a case-by-case basis with the goal of making our customers happy. However, due to the nature of our products, we have firm policies in place to ensure fairness and protect the integrity of our work.

CANCELLATION POLICY

• For custom/personalized orders: Cancellations must be requested within 12 hours of purchase. After this window, the order is considered final sale and may already be in production.
• For non-custom items: You may cancel as long as your order hasn’t shipped. Once processed and shipped, it cannot be canceled.

MOCKUP APPROVAL & AUTOMATIC PRODUCTION POLICY

We understand that life gets busy — you may be planning an event, juggling details, or simply need time to think. That said, in order to stay on schedule and honor our production timelines, Sterling 8 Designs requires all mockup approvals within 12 hours of delivery.
If we do not hear from you within that window, your design will automatically proceed into production based on the last version provided. If you think you’ll need more time to review, just let us know in advance!

RETURN POLICY – CUSTOM/PERSONALIZED ITEMS

We do not accept returns on custom, personalized, or digital products. However, if there is a problem with your item, please contact us within 7 days of your delivery notification so we can review your concern.
If a mockup was approved prior to shipping, Sterling 8 Designs is not responsible for changes, omissions, or missed details (such as forgotten names or requested features). Your original item is considered fulfilled and final sale.
If you’d like to receive an updated version, you may place a new order for that item at full price, plus shipping. We do not charge a remake or redesign fee in these cases, as the original order has already been completed and delivered.
If the issue involves only one item from a multi-product order, you may reorder that item individually without reordering the full package. Standard shipping rates will apply.

SUBLIMATION ORDERS & MOCKUPS

Sublimated products are made to order and are final sale. Pricing includes materials, labor, and one complimentary mockup preview. Customers may request one round of edits to their sublimation mockup. Additional changes (e.g., font swaps, name corrections, layout tweaks) will incur a $7 revision fee. Once approved, Sterling 8 Designs is not responsible for name errors or design changes.

LIMITED EDITION & MILESTONE ITEMS

Items created for specific occasions (e.g., '2K26', 'Freshman Class', or seasonal bundles) are final sale. These are limited runs made in small batches and are not eligible for return or exchange unless defective. Mockups for these items are not included in the price. If requested, a $10 mockup fee will apply.

RETURN POLICY – NON-CUSTOM, NON-PERSONALIZED ITEMS

We offer a 7-day replacement or return policy on items that are non-custom and non-personalized. To qualify, please contact us within 7 days of your delivery date, provide clear photos, and request a return authorization.
Customers are responsible for all return shipping costs. Once we receive the product, refunds will be processed within 10 business days. Approved exchanges will ship within 3–5 business days.
Note: This policy does not apply to custom, personalized, digital, or limited edition products. Those items are final sale and covered under separate policies.

EXCHANGES

We do not accept exchanges for custom or personalized items.
For non-custom clothing: Exchanges are accepted within 7 days if the item is unworn and undamaged. Items returned with makeup, deodorant stains, or signs of laundering will not be accepted. Customer covers all related shipping costs.

DAMAGED OR DEFECTIVE ITEMS

Each item is inspected 3–4 times throughout our quality control process. If your item arrives damaged or incorrect, contact us at info@sterling8designs.com within 2 days of delivery. Include your order number and clear photos to begin the resolution process.

NON-RETURNABLE ITEMS

We do not accept returns on gift cards, clearance or final sale items, or digital products.

IN-PERSON PURCHASES & EVENTS

• All items purchased in person at events (pop-ups, school functions, etc.) are FINAL SALE.
• For custom event bookings (birthdays, graduations, etc.):
   – Cancellations within 48 hours of booking are fully refundable.
   – After 48 hours, deposits become non-refundable.