Exchange & Return Policy

At Morlut, we pride ourselves on delivering premium quality customization. Because the majority of our work is custom-made to your specific requirements, our exchange and return policies differ from standard retail stores. Please review our guidelines below carefully before placing your order.

1. Custom Customized Apparel (Printed, Embroidered, or Tailored)

Because customized garments are permanently branded with your specific artwork, logos, or brand labels, all sales on custom orders are final. We cannot accept returns, exchanges, or offer refunds for customized items due to:

  • Sizing Issues: You are responsible for checking sizing charts or ordering a blank sample before full production. We do not refund items if the size you ordered does not fit as you expected.

  • Artwork Errors: We print the files you provide. We are not responsible for spelling mistakes, low-resolution pixelation (if you declined our vectorization service), or missing elements in the artwork you submitted.

  • Buyer's Remorse: We cannot accept returns if you change your mind about the color of the garment or the design after production has started.

2. The Mockup & Sample Approval Agreement

As part of our 8-Step Ordering Process, we provide a digital mockup (and/or a physical sample for bulk orders) for your approval.

  • Your written approval of this mockup/sample is the final binding agreement for production.

  • Note on Colors: Please be aware that digital screens use light (RGB) to display color, while printing uses ink (CMYK). Minor color variations between your digital mockup and the final fabric are normal and are not eligible for a refund or reprint.

3. When Morlut Will Issue a Replacement (Our Guarantee)

We stand by the industrial quality of our work. If Morlut makes a mistake, we will fix it. We will happily replace or reprint items at no additional cost to you if the issue falls under the following categories:

  • Manufacturing Defects: The blank garment arrived with physical damage (e.g., torn seams, broken zippers, holes) before customization.

  • Production Errors: The print or embroidery significantly differs from the approved digital mockup or physical sample (e.g., we printed the wrong artwork, placed the logo on the back instead of the front, or used the completely wrong ink/thread color).

  • Incorrect Items: We printed on the wrong garment style, color, or size than what was specified in your final invoice.

4. Blank Garments (Uncustomized Stock)

If you purchased blank, uncustomized garments from Morlut for your own use, these items are eligible for exchange or return within [Insert Number, e.g., 3 or 7] days of receipt, provided they meet the following conditions:

  • The garments are unworn, unwashed, and in their original, brand-new condition.

  • All original tags and packaging are intact.

  • Note: The client is responsible for any delivery or shipping fees associated with returning blank garments.

5. How to Report an Issue

If you receive your order and believe there is a production error or defect, you must notify us within 3 days of receiving the goods.

  1. Contact Us: Email us at Contact@morlut.com or message us on WhatsApp at +965 96625492.

  2. Provide Proof: Include your invoice number, a clear description of the issue, and highly visible photos showing the defect or error.

  3. Resolution: Our production team will review the claim. If the error is verified on our end, we will arrange to collect the defective items and prioritize a reprint or replacement immediately.

Quick Tips for Using This Policy:

  • Link it Everywhere: Put a link to this policy at the bottom of your website, and more importantly, put a link to it on every official invoice or quote you send via Zoho/Shopify.

  • The "3 Day" Rule: Keeping the reporting window to 3 days is crucial in B2B. It prevents a restaurant from using your aprons for a weekend event and then trying to return them on Monday claiming they "didn't like the print."