Complaints Policy & Dispute Resolution
San Antonio Patch Co. is committed to delivering high-quality embroidery and PVC products. This Complaints Policy outlines the mandatory steps required to report manufacturing defects or order discrepancies. As a factory-direct manufacturer, We adhere to strict quality control standards to ensure every order matches the approved digital specifications.
Scope of the Policy (What We Cover)
We distinguish between production errors (manufacturing faults) and input errors (data provided by the client). Our liability is limited to the physical quality of the product relative to the approved digital proof.
Covered Issues (Production Errors)
-
Defective Backing
Failure of Velcro (Hook & Loop), Iron-on (Heat Seal), or Peel-and-Stick backings.
-
Color Deviation
Thread colors that deviate significantly from the Pantone (PMS) codes specified in the approved mock-up.
-
Structural Defects
Unraveled borders (Merrowed/Hot Cut) or distorted text caused by machine error.
-
Typos
Misspellings introduced by our digitizers that were not present in the approved proof.
Non-Covered Issues (Client Responsibility)
-
Input Errors
Low-resolution raster artwork provided by the client resulting in poor tracing.
-
Approved Typos
Spelling errors, incorrect dates, or wrong phone numbers that existed in the digital proof approved by the client.
-
Screen Variation
Slight color variations resulting from the difference between RGB computer monitors and physical polyester thread dyes.
-
Size Discrepancies
Patches manufactured to the exact size ordered, where the client miscalculated the required dimensions.
Reporting a Complaint (The Process)
To initiate a dispute, the client must follow this linear reporting process. Deviating from this sequence may delay the investigation.
Notification
You must contact our support team regarding the defect within 7 calendar days of the delivery date recorded by the courier (FedEx/UPS/USPS).
Evidence
You must provide clear, high-resolution photographs of the defective patches. A single photo showing the defect, AND a group photo showing the quantity affected, is required.
Order Details
All correspondence must include the Order Number and the Original Invoice Date so we can locate your production file.
Investigation & Assessment
Upon receipt of a formal complaint, our Quality Assurance (QA) team initiates an internal investigation. We rigorously compare the physical evidence provided against two key reference points: the Approved Digital Mock-Up (DST File) and the internal Production Scan kept on file.
This comparison determines if the deviation falls within standard manufacturing tolerances or constitutes a genuine production failure.
We reserve the right to request the return of the defective merchandise for physical inspection before a resolution is finalized.
Approved Digital Proof
Reference: DST FilePhysical Evidence
Reference: Production Scan / PhotosResolution Outcomes
If a manufacturing defect is verified by our QA team, we offer the following resolutions based on the severity of the issue.
Replacement (Reproduction)
For critical defects affecting the usability of the patch (e.g., wrong size, wrong color, unreadable text), we will re-manufacture and ship the replacement patches at no additional cost.
Partial Refund
For minor aesthetic discrepancies that do not impact the functionality of the patch, a partial refund or discount on future orders may be issued.
Full Refund
A full refund is processed only if reproduction is not feasible within the client’s required deadline or if the error cannot be rectified.
Turnaround Time for Resolutions
We aim to resolve all dispute investigations within 48 hours of receiving your photo evidence and order details.
If authorized, the manufacturing time typically requires 5-7 days for production and shipping of the replacement batch.
Contact Information
For all dispute resolution inquiries, please contact our dedicated support channel. Our team typically responds within 24 hours.