Return & Refund Policy

Thank you for shopping with SOG Brands. Please read our Return & Refund Policy carefully before placing your order.

By purchasing from our website, you agree to the terms stated in this policy.

1. Return & Refund Eligibility

We accept return, exchange, or refund requests only for the following reasons:

You received the wrong item
You received the wrong size or colour due to our mistake
The item is defective
The item is damaged upon arrival
The item is materially different from the product description

If the issue is caused by us, we will review the case and arrange a suitable solution such as replacement, exchange, refund, or store credit.

2. Return Request Period

Customers must contact us within 7 DAYS after receiving the parcel.

Requests made after this period may not be accepted.

To request a return, exchange, or refund, please contact us with the following details:

Order number
Full name
Contact number
Clear photo or video of the issue
Photo of the parcel packaging
Description of the problem

Please do not return any item without contacting us first. Returns sent without approval may not be accepted.

3. Item Condition for Return

Returned items must be:

Unworn
Unwashed
Unused
Unaltered
In original condition
With original packaging, tag, or label, if applicable

We reserve the right to reject any return if the item is used, washed, damaged, altered, stained, has smell, or is not in its original condition.

4. Non-Returnable & Non-Refundable Items

The following items are not returnable, exchangeable, or refundable unless the issue is caused by us:

Custom print products
Made-to-order products
Personalised items
Limited edition items
Clearance or final sale items
Items bought in the wrong size by the customer
Items bought in the wrong colour by the customer
Items returned due to change of mind
Items damaged due to incorrect washing, ironing, drying, or handling

5. Custom Print Orders

Custom print orders are made based on the customer’s selected product, size, colour, artwork, design, placement, and printing details.

Customers are responsible for checking all custom print details before confirming the order, including:

Artwork
Spelling
Image quality
Design size
Print placement
Shirt size
Shirt colour
Quantity

Once a custom print order has been confirmed and production has started, it cannot be cancelled, changed, returned, exchanged, or refunded unless the mistake is caused by us.

Mockups are for reference only. The final print may have slight differences from the mockup due to screen colour, lighting, CMYK printing output, fabric material, shirt colour, shirt size, and production process.

6. Size Issues

Please check the size chart carefully before placing an order.

We do not accept returns, exchanges, or refunds due to wrong size selection by the customer.

Product measurements may vary slightly due to manual measurement or production tolerance. A small measurement difference is not considered a defect.

If you are unsure about sizing, please contact us before placing your order.

7. Colour Difference

Product colours may appear slightly different due to lighting, camera settings, screen display, fabric batch, or printing process.

For printed products, print colour may also differ slightly from the digital mockup due to CMYK printing and fabric texture.

Slight colour differences are not considered defects.

8. Defective, Damaged, or Wrong Items

If you receive a defective, damaged, or wrong item, please contact us within [7 DAYS] after receiving your parcel.

We may request photos, videos, or return of the item for inspection.

If the issue is confirmed to be caused by us, we may offer one of the following solutions:

Replacement item
Exchange
Reprint
Repair, if suitable
Refund
Store credit

The final solution will depend on the issue, product type, and stock availability.

9. Return Shipping Cost

If the return is due to our mistake, such as wrong item, wrong size, wrong colour, or confirmed defect, we will bear the reasonable return shipping cost.

If the return is approved for other reasons, the customer may be responsible for the return shipping cost.

Original shipping fees are non-refundable unless the issue is caused by us.

10. Refund Process

Once we receive and inspect the returned item, we will notify you whether the refund is approved or rejected.

If approved, the refund will be processed using the original payment method or another agreed method.

Refund processing time may take 7–14 WORKING DAYS, depending on the payment provider, bank, or payment gateway.

Shipping fees, transaction fees, or other charges may not be refundable unless required by law or unless the issue is caused by us.

11. Exchange Process

Exchanges are subject to stock availability.

If the same item, size, or colour is unavailable, we may offer:

Another size
Another colour
Another product of similar value
Store credit
Refund, if suitable

Exchange items will only be shipped after the returned item has been received and approved.

12. Order Cancellation

Ready stock orders can only be cancelled before the order is packed or shipped.

Custom print orders can only be cancelled before production starts.

Once an order has been packed, shipped, printed, or processed for production, cancellation may not be accepted.

If payment has already been made and cancellation is approved, the refund will be processed according to our refund process.

13. Failed Delivery or Returned Parcel

If a parcel is returned to us due to incorrect address, failed delivery, customer unavailable, or unclaimed parcel, the customer may need to pay additional shipping fees for redelivery.

If the customer chooses to cancel the order after the parcel is returned, shipping fees may be deducted from the refund.

Custom print items cannot be refunded due to failed delivery or unclaimed parcel.