At Onboard Sportswear we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you need to contact us, then please send us an email and our team will assist you right away.
RETURNS / EXCHANGES
At Onboard Sportswear, all our products are custom-made based on each customer's specific requirements. Since these items are unique and have no resale value, we do not accept returns or exchanges on custom-made products.
When a Return May Be Accepted:
We take great care in crafting each order, but if there is a mistake on our part (e.g., incorrect design, faulty item, or damage upon arrival), you may request a return or exchange.
✅ To make a claim, please email support@onboardsportswear.com within 10 days of receiving your order.
✅ Include clear photos of the product and proof of purchase for assessment.
If the issue is confirmed to be our fault, we will work with you to resolve it as quickly as possible.
CANCELLATIONS
At Onboard Sportswear, we understand that plans can change. If you need to cancel your order, please contact us at support@onboardsportswear.com within 24 hours of placing your order.
Important Cancellation Guidelines:
✅ Orders can be canceled within 24 hours of purchase.
✅ We typically begin designing and producing custom products within 24-48 hours after an order is placed.
❌ Once you have approved the artwork and your order has moved to production, cancellations are no longer possible.
Please review your order carefully before approving any artwork to ensure everything is correct. If you need assistance, feel free to reach out to our team.
REFUND POLICY
At Onboard Sportswear, all our products are handcrafted and custom-made with care. Due to the personalised nature of our items, we do not accept refunds unless the fault was ours (e.g., the product was damaged upon arrival or there was an error on our part).
When a Refund May Be Issued:
✅ If the item arrives damaged or defective due to our error.
✅ If we made a mistake in the customization process.
If you believe you are eligible for a refund, please contact us at support@onboardsportswear.com with your order details and photos of the issue.
Important Notice on Artwork Approval:
Before production, we provide artwork for approval, allowing you to:
✔️ Check spellings and personalizations.
✔️ Confirm that all design elements, colours, and sizes are correct.
Once you approve the artwork, it will be printed exactly as approved. If an error is discovered after production and delivery that was present in the approved artwork, we cannot offer a refund or replacement.
We strongly advise carefully reviewing your artwork before giving final approval.
Thank you for your understanding and support!
