Return & Refund Policy

Last Updated: August 22, 2026

1. Overview & Key Principles

Sockmader ("we," "us," "our") is a custom socks manufacturer specializing in OEM, ODM, and white-label production. Because our products are custom-made to each client's specifications, our return and refund policy differs from standard retail policies.

2. Custom / OEM / ODM Orders

All custom socks produced to your specifications (including but not limited to custom logos, colors, patterns, sizes, packaging, labels, and branding) are made-to-order and non-returnable. This is standard practice in the custom manufacturing industry because:

• Each order is produced to your unique design and cannot be resold to other customers
• Raw materials (yarn, packaging) are procured specifically for your order
• Production lines are scheduled and set up based on your specifications

However, we stand behind our quality. If your order does not meet the agreed-upon specifications, has manufacturing defects, or differs from the approved sample, please see Section 3 below.

3. Defective or Damaged Products

We conduct strict quality control (QC) inspections before shipment. However, if you receive products with manufacturing defects or damage caused during transit, we will take full responsibility.

3.1 What Qualifies as a Defect

3.2 How to Report a Defect

• Timeframe: Report within 7 days of receiving the goods
• Evidence: Provide clear photos/videos of the defects and the lot/batch number
• Channel: Email your sales representative or contact us directly
• Response: We will respond within 48 hours with a resolution plan

4. Sample Orders

We offer sample orders so you can evaluate our quality before placing a bulk order. Sample return conditions depend on the type:

5. Stock / Clearance Items

If we offer any stock or clearance items (non-customized), they may be returned under the following conditions:

• Return request within 14 days of delivery
• Products must be unused, unwashed, and in original packaging
• A restocking fee of 15% may apply
• Buyer is responsible for return shipping costs
• Refund will be issued to the original payment method within 10 business days of receiving the returned goods

6. Return Process

Follow these steps to initiate a return or quality claim:

1. Contact Us: Email your sales representative or contact us via our contact page within 7 days of receiving the goods
2. Provide Details: Include your order number, photos/videos of the issue, and a brief description of the problem
3. Wait for Approval: Our QC team will review your claim within 48 hours and issue a Return Authorization (RA) number if approved
4. Ship the Products: Pack the items securely with the RA number clearly marked on the package. Ship to the address provided in the RA email
5. Inspection & Resolution: Upon receiving the returned items, we will inspect them within 3-5 business days and proceed with the agreed resolution (refund, replacement, or rework)

7. Refund Processing

Once a refund is approved, it will be processed as follows:

The refund amount will be based on the agreed resolution. For partial defects, we may issue a partial refund proportional to the affected quantity. For full-order defects, a full refund (including original shipping) will be issued.

8. Replacements & Rework

For defective products, you may choose one of the following remedies (subject to mutual agreement):

• Free Rework: We rework the defective items and ship them back to you at our expense
• Free Replacement: We produce new items to replace the defective ones and ship them at our expense
• Partial Refund: You keep the usable portion; we refund for the defective portion
• Full Refund: If the entire order is unusable, we issue a full refund including shipping costs

The typical timeline for rework or replacement production is 5-10 business days, depending on order quantity and complexity.

9. Non-Refundable Items

The following are strictly non-refundable and non-returnable:

• Custom-made socks with your logo, design, or specifications (unless defective — see Section 3)
• Custom packaging, labels, hang tags, or boxes with your branding
• Products that have been used, washed, or altered
• Products damaged due to improper care, washing, or storage by the buyer
• Orders canceled after production has started (see Section 11)
• Design files, tech packs, or artwork created by our team (service fees are non-refundable)
• Slight color variations within industry-standard tolerance (±5%)
• Size variations within agreed tolerance (±0.5 cm)

10. Return Shipping Costs

11. Order Cancellation

Order cancellation is subject to the following conditions:

12. Contact Us

If you have any questions about our Return & Refund Policy, or need to initiate a return, please contact us: