Refund and Return Policy

Your Satisfaction Is Our Promise – Clear, Fair, and Hassle-Free Returns

📦 I. Introduction: Our Commitment to Your Satisfaction

At P&T Group LLC, we take immense pride in the quality of our products and the care we put into every order. From the classic “Gildan Cotton Tee” to the luxurious “Sustainable Tri-Blend Tee,” each item in our catalog is carefully selected and inspected to ensure it meets our rigorous standards before it ever reaches you.

We understand that sometimes, despite our best efforts and yours, a product may not work out as expected. Perhaps the size isn’t quite right, the color looks different in person, or you’ve simply changed your mind. Whatever the reason, we want you to shop with confidence, knowing that if you’re not completely satisfied with your purchase, we’re here to make it right.

This Refund and Return Policy is designed to be transparent, fair, and easy to understand. We want to remove any guesswork or anxiety from the process, so you can focus on what matters most—creating and enjoying custom apparel that expresses your unique style.

Our Promise to You:

  • We stand behind every product we sell.

  • We treat every customer with respect and fairness.

  • We process refunds and exchanges promptly and efficiently.

  • We’re always here to answer your questions and help resolve any issues.

đź“‹ II. Important Definitions: Understanding Key Terms

Before we dive into the details of our policy, let’s clarify some important terms you’ll encounter throughout this document:

  • “You” or “Customer”: Refers to the individual or entity that purchases products from P&T Group LLC.

  • “We,” “Us,” or “Our”: Refers to P&T Group LLC, located at 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110.

  • “Products” or “Items”: Refers to any apparel or merchandise purchased from our website, ptgroup.shop.

  • “Blank Products”: Refers to garments that have not been customized with any printing, embroidery, or other personalization.

  • “Custom Products”: Refers to garments that have been personalized with printing, embroidery, or other modifications based on your specific design or instructions.

  • “Defective Product”: A product that has a manufacturing flaw, such as a tear, hole, misprint, or incorrect sizing not caused by normal wear and tear or customer error.

  • “Incorrect Product”: A product that is different from what you ordered (wrong style, wrong size, wrong color, or wrong design).

  • “Return Window”: The specific period of time after delivery during which you can initiate a return.

  • “Original Payment Method”: The credit card, debit card, or digital wallet (Apple Pay/Google Pay) used to make the original purchase.

  • “Restocking Fee”: A fee that may be applied to certain returns to cover the costs of processing, inspecting, and restocking items.

⏱️ III. General Return Policy: The Basics

This section outlines the fundamental rules that apply to most returns. Please read carefully, as different product categories (blank vs. custom) have specific requirements outlined in later sections.

Return Window

To be eligible for a return, you must initiate the process within 30 calendar days of the delivery date. The delivery date is the date on which your tracking information shows your package was delivered. If you’re unsure of your delivery date, please contact us, and we’ll be happy to help you determine it.

Why 30 Days? We believe this provides you with ample time to receive your order, inspect the products, try them on, and decide if they meet your expectations. This timeframe is also standard in the e-commerce industry and allows us to manage our inventory effectively.

Condition of Returned Items

All items being returned must meet the following conditions:

  • Unworn and Unwashed: The product must not have been worn, washed, or altered in any way. We cannot accept returns for items that show signs of wear, such as wrinkles, stains, odors (perfume, smoke, etc.), or pet hair.

  • Original Tags Attached: All original tags, labels, and stickers must be securely attached to the garment exactly as they were when you received it. Removal of tags indicates the product has been handled and may affect our ability to accept the return.

  • Original Packaging: Please return the items in their original packaging whenever possible. If the original packaging is damaged, please use a suitable alternative that protects the items during transit. Shoes and accessories should be returned in their original boxes, which should be placed inside a shipping box (do not use the product box as the shipping box).

  • Undamaged Condition: The product must be free from any damage caused by the customer, including but not limited to tears, stains, burns, or alterations.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned. Please note that this list is not exhaustive, and we reserve the right to refuse returns on any item that does not meet the conditions outlined above.

The following items are final sale and cannot be returned:

  • Intimate Apparel: For hygiene reasons, items such as underwear, lingerie, bodysuits, and swimwear are final sale and cannot be returned.

  • Face Masks: For health and safety reasons, face masks and other personal protective equipment are non-returnable.

  • Gift Cards: Gift cards are non-refundable and cannot be returned for cash or credit.

  • Clearance Items: Items purchased from our clearance or final sale section are sold “as-is” and cannot be returned unless they are defective.

  • Items Returned After 30 Days: We cannot accept returns initiated after the 30-day return window has closed.

  • Items Not in Original Condition: We cannot accept returns for items that show signs of wear, have been washed, have tags removed, or are damaged by the customer.

🎨 IV. Returns for Blank Products (Non-Customized Items)

Blank products are garments that have not been customized in any way. If you ordered standard items from our catalog without any printing or personalization, this section applies to you.

Eligibility

All blank products are eligible for return within the 30-day window, provided they meet the condition requirements outlined in Section III.

Reasons for Return

You may return blank products for any reason, including:

  • Changed Your Mind: Simply decided you don’t want the item anymore.

  • Wrong Size: The size you ordered doesn’t fit as expected. (Please refer to our size charts for guidance before ordering!)

  • Wrong Color: The color looks different in person than it did on your screen. (Monitor variations can occur; we recommend checking our product photos carefully.)

  • Ordered by Mistake: You accidentally ordered the wrong item.

  • Found a Better Price Elsewhere: While we’re confident in our competitive pricing, we understand that sometimes other factors influence your decision.

Refund for Blank Products

For eligible returns of blank products, you will receive a refund to your original payment method for the full purchase price of the returned items. Please note:

  • Shipping Costs: Original shipping costs are non-refundable. If you received free shipping on your order, the actual cost of shipping may be deducted from your refund.

  • Return Shipping Costs: You are responsible for the cost of return shipping for blank products. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit back to us.

🖨️ V. Returns for Custom Products (Personalized Items)

Custom products are garments that have been personalized with printing, embroidery, or other modifications based on your specific instructions. Because these items are made especially for you, our return policy is necessarily different.

General Rule: Custom Products Are Final Sale

Due to the nature of custom merchandise, custom products are generally final sale and cannot be returned for a refund or exchange simply because you changed your mind, ordered the wrong size, or don’t like the design after seeing it.

Once you approve a design and we begin the customization process, that product is committed to your order and cannot be resold to another customer. This is why it’s absolutely essential that you carefully review all design proofs, size selections, and color choices before giving us the green light to proceed.

Exceptions: When Custom Products Can Be Returned

While custom products are generally non-returnable, there are important exceptions:

1. Defective Custom Products

If your custom product has a manufacturing defect—such as a tear, hole, loose thread, or other flaw in the garment itself—we will gladly replace it or issue a refund. Please see Section VII below for details on reporting defective items.

2. Incorrect Custom Products

If we made a mistake in fulfilling your order—such as printing the wrong design, using the wrong color ink, or producing the wrong size—we will make it right at no cost to you. This is our error, and we take full responsibility.

3. Printing or Quality Issues

If the customization itself is flawed—such as a misaligned print, faded ink, cracking, or poor registration—we consider this a quality issue and will replace or refund the item. Our goal is to deliver custom products that meet the highest standards of quality.

What Custom Product Returns Do NOT Cover

Custom product returns do not cover:

  • Size Issues: If you ordered a size that doesn’t fit, we cannot accept a return unless the garment itself is mislabeled (e.g., a shirt labeled “Large” that actually measures as a “Medium”).

  • Design Regret: If you approve a design and later decide you don’t like it, we cannot accept a return.

  • Color Variation Due to Monitor Settings: Slight variations between on-screen colors and physical products are normal and not considered a defect.

  • Normal Wear and Tear: We do not accept returns for damage caused by normal wear, improper washing, or accidents after you’ve received the item.

đźš« VI. Defective and Incorrect Products: Our Guarantee to You

If you receive a product that is defective or incorrect, please accept our sincere apologies. We strive for 100% accuracy and quality, but occasionally mistakes happen. When they do, we are committed to making things right quickly and with minimal hassle for you.

What Qualifies as a Defective Product?

  • Manufacturing Flaws: Holes, tears, loose seams, or other damage present upon receipt (not caused by the customer).

  • Printing Defects: Misaligned prints, smudged ink, faded areas, cracking, or other issues with the customization.

  • Material Flaws: Fabric that is damaged, discolored, or otherwise flawed.

What Qualifies as an Incorrect Product?

  • Wrong Style: You ordered a “Jersey T-Shirt” but received a “Cotton Tee.”

  • Wrong Size: You ordered a “Large” but received a “Medium.”

  • Wrong Color: You ordered “White” but received “Black.”

  • Wrong Design: The print on your custom product does not match the approved design proof.

How to Report Defective or Incorrect Products

If you believe you’ve received a defective or incorrect product, please contact us immediately. We ask that you report these issues within 7 days of delivery to ensure we can address them promptly.

To report an issue:

  1. Email Us: Send an email to hoangphuoc2k100@gmail.com with the subject line “Defective Product” or “Incorrect Product.”

  2. Include Your Order Number: Please provide your order number so we can quickly access your account information.

  3. Describe the Issue: Clearly explain what’s wrong with the product.

  4. Provide Photos: Attach clear, well-lit photos showing the defect or error. For incorrect products, a photo showing the item alongside a screenshot of what you ordered is very helpful.

  5. Tell Us Your Preference: Let us know if you’d prefer a replacement or a refund.

Our Resolution Process

Once we receive your report and documentation, here’s what happens next:

  1. Review: Our team will review your submission within 1-2 business days.

  2. Approval: If we determine the issue qualifies as defective or incorrect, we will approve your claim.

  3. Resolution Options: We will offer you the choice of:

    • Replacement: We’ll produce and ship a replacement order at no cost to you. Please note that production and shipping times for replacements are the same as for original orders.

    • Refund: We’ll issue a full refund to your original payment method, including the original shipping costs. Refunds typically process within 5-10 business days, depending on your bank.

  4. Return of Original Item: In some cases, we may request that you return the defective or incorrect item to us. If we do, we will provide a prepaid shipping label. Please do not return items without prior authorization from our team.

đź’° VII. Refund Process: How and When You Get Your Money Back

We strive to make the refund process as smooth and transparent as possible. Here’s exactly what you can expect.

How Refunds Are Issued

All refunds are issued to the original payment method used for the purchase. This means:

  • Credit/Debit Cards: Refunds will be credited back to the card you used.

  • Apple Pay/Google Pay: Refunds will be processed back to the original digital wallet, which will then credit your linked card.

We do not issue refunds via cash, check, or other methods. This policy protects your security and ensures a clear transaction trail.

Refund Timeline

The time it takes for you to receive your refund depends on several factors:

  1. Processing by P&T Group LLC: Once we receive and inspect your returned item (for blank product returns) or approve your claim (for defective/incorrect products), we will process the refund within 3-5 business days. You will receive an email confirmation when your refund has been processed.

  2. Processing by Your Bank/Card Issuer: After we process the refund, it can take additional time for the funds to appear in your account. This timing is controlled by your financial institution and is outside of our control.

    • Credit Cards: Typically 5-10 business days.

    • Debit Cards: Typically 5-10 business days, though some banks may process faster.

    • Digital Wallets: Similar to the underlying linked card.

If it has been more than 15 business days since you received our refund confirmation email and you still don’t see the refund in your account, please contact us, and we’ll help you investigate.

Partial Refunds

In certain situations, you may receive a partial refund:

  • Items Not Returned in Original Condition: If items are returned damaged, worn, or with missing tags, a partial refund (or no refund) may be issued.

  • Deduction of Original Shipping Costs: If you received free shipping on your order, the actual cost of shipping may be deducted from your refund for blank product returns.

  • Restocking Fees: In rare circumstances, a restocking fee (typically 15-20%) may be applied, but we will always communicate this to you before processing your return.

Refund Confirmation

You will receive email updates at every stage of the refund process:

  • Return Received Confirmation: When we receive your returned items at our Albuquerque facility.

  • Refund Processed Confirmation: When we have officially processed your refund and submitted it to your bank.

  • Resolution Confirmation: For defective/incorrect product claims, when we have approved your request and initiated the resolution.

🔄 VIII. Exchanges

We want you to love what you ordered. If you need a different size or color, exchanges are handled similarly to returns.

Exchange Process for Blank Products

For blank products, the exchange process is simple:

  1. Initiate a Return: Follow the return process outlined above for the original item.

  2. Place a New Order: Once you’ve initiated the return, we recommend placing a new order for the desired item to ensure it’s in stock and to avoid delays. This is faster than waiting for an exchange to process.

  3. Refund Upon Return: Once we receive and inspect the original item, we’ll issue a refund to your original payment method for the returned item.

Exchange Process for Custom Products

For custom products, exchanges are generally not possible due to the personalized nature of the items. However, if you received a defective or incorrect custom product, we will replace it at no cost to you, as outlined in Section VI.

Why We Don’t Do Direct Exchanges

You might wonder why we don’t simply send you a replacement and have you return the original. While this is convenient for you, it creates significant inventory and logistical challenges for us. By asking you to place a new order while we process the return of the original, we ensure:

  • Faster Fulfillment: You get your new item faster than if we waited for the return to process.

  • Inventory Accuracy: We can accurately track our stock levels.

  • Simplified Accounting: Both you and we have clear records of the transactions.

We understand this may be slightly less convenient, but we believe it’s the most efficient and transparent approach for everyone.

📬 IX. How to Initiate a Return

Ready to start a return? Here’s how to do it.

Step 1: Contact Our Customer Service Team

Before sending anything back, you must contact us to initiate the return process. This allows us to provide you with the correct instructions and ensure your return is handled properly.

  • Email: Send a message to hoangphuoc2k100@gmail.com with the subject line “Return Request.”

  • Phone: Call us at +84369003599 during business hours (Monday–Friday, 9 AM – 6 PM MT; Saturday, 10 AM – 4 PM MT).

Step 2: Provide Your Order Information

In your email or phone call, please have the following information ready:

  • Order Number: You can find this in your order confirmation email.

  • Items to Return: List the specific items you wish to return.

  • Reason for Return: Let us know why you’re returning the items (e.g., wrong size, changed mind, defective).

  • Photos (if applicable): For defective or incorrect items, please provide photos as described in Section VI.

Step 3: Receive Return Authorization

Our team will review your request and, if approved, provide you with:

  • Return Authorization Number (RAN): Please write this number clearly on the outside of your return package.

  • Return Shipping Address: You’ll ship your return to our Albuquerque headquarters.

  • Specific Instructions: Any additional instructions for your particular return.

Important: Do not ship any items back to us without first receiving a Return Authorization Number. Returns sent without authorization may be refused or significantly delayed.

Step 4: Package Your Return Securely

Please package your return items carefully to prevent damage during transit.

  • Use a sturdy box or padded envelope.

  • Include all original tags and packaging.

  • Write your Return Authorization Number clearly on the outside of the package.

  • Include a note inside the package with your name, order number, and the items being returned.

Step 5: Ship Your Return

Ship your package to the following address:

P&T Group LLC
ATTN: RETURNS (RAN: [Your Return Authorization Number])
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
United States

Important Shipping Tips:

  • Use a Trackable Method: We strongly recommend using a shipping method that provides tracking information (UPS, FedEx, USPS with tracking). P&T Group LLC is not responsible for items lost in transit during return shipping.

  • Insure Valuable Packages: If your return is of high value, consider purchasing shipping insurance for protection.

  • Keep Your Receipt: Save your shipping receipt and tracking number until your return is processed.

Step 6: Await Processing

Once your return is delivered to our Albuquerque facility, please allow 3-5 business days for our team to inspect the items and process your refund or exchange. You will receive email updates at each stage of the process.

🇺🇸 X. International Returns

As a company serving customers worldwide, we understand that international returns can be more complex. Here’s what you need to know.

Eligibility

International returns are subject to the same general policies outlined above, including the 30-day return window and condition requirements.

Return Shipping for International Orders

  • Blank Products: For returns of blank products, you are responsible for all costs associated with return shipping, including any customs duties, taxes, or fees.

  • Defective/Incorrect Products: If we determine that you received a defective or incorrect product, we will cover the reasonable cost of return shipping. Please contact us for instructions before shipping.

Customs and Duties

Please be aware that international return shipments may be subject to customs duties, taxes, and handling fees. These charges are your responsibility, and we recommend checking with your local customs office for more information before shipping.

Refunds for International Orders

Refunds for international orders are processed in the same manner as domestic orders—to the original payment method in US Dollars. Your bank or card issuer will handle any currency conversion, which may result in a slightly different amount due to exchange rate fluctuations.

❌ XI. Non-Returnable Items Recap

To make things crystal clear, here’s a quick recap of items that cannot be returned:

  • Intimate apparel (underwear, lingerie, bodysuits, swimwear)

  • Face masks

  • Gift cards

  • Clearance or final sale items (unless defective)

  • Custom products (unless defective or incorrect)

  • Items returned after the 30-day window

  • Items that are worn, washed, damaged, or missing tags

  • Items returned without prior authorization

đź“ž XII. Need Help? Contact Us

We know that return policies can sometimes feel overwhelming. If you have any questions about this policy, are unsure if your item is eligible for return, or need assistance with the process, please don’t hesitate to reach out. We’re here to help!

Contact Information:

  • Phone: +84369003599 (Monday–Friday, 9 AM – 6 PM MT; Saturday, 10 AM – 4 PM MT)

  • Email: hoangphuoc2k100@gmail.com (We respond within 24 hours)

  • Visit: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110 (By appointment recommended)

🔄 XIII. Policy Updates

P&T Group LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about how we protect your satisfaction.

The version of this policy in effect at the time of your purchase will govern your transaction.

âś… XIV. Summary: Your Satisfaction Guaranteed

At P&T Group LLC, our goal is simple: We want you to be completely satisfied with your purchase. Whether you’re buying a single “Softstyle T-Shirt” for yourself or outfitting an entire organization with custom “Zone Performance Tees,” we’re committed to providing you with high-quality products and exceptional service.

This Refund and Return Policy is designed to be fair, transparent, and customer-friendly. We’ve laid out the rules clearly, but we also believe in common sense and compassion. If you have a unique situation not fully covered here, please contact us. We’ll listen to your concerns and do our best to find a solution that works for everyone.

Thank you for choosing P&T Group LLC. We appreciate your business and look forward to serving you for years to come!

P&T Group LLC – Your Vision, Our Creation. Satisfaction Always Guaranteed.