Refund policy

Thank you for shopping at Scrubs and Caps.com (www.scrubsandcaps.com). Because we specialize in custom and personalized medical apparel, our return policy reflects the unique nature of custom-made items.

Please review our policy below regarding custom orders, non-custom products, and damaged or defective items.

1. Custom & Personalized Items (Final Sale)

Due to the individualized nature of custom medical apparel, all sales of custom, customized, or personalized items are FINAL.

What is considered a custom item?

  • Items featuring custom embroidery (e.g., personalized names, titles, department logos, or custom artwork).

  • Custom-printed caps, scrubs, or accessories.

  • Tailored or altered garments made to non-standard sizing or specifications.

  • Bulk custom orders produced specifically for your organization.

Returns & Exchanges

  • Non-Returnable: Custom items cannot be returned, exchanged, or refunded for reasons such as incorrect size selection, change of mind, or buyer error after approval.

  • Order Modifications/Cancellations: You may cancel or modify a custom order within 2 hours of placing it. Once production or digitization has begun, custom orders cannot be canceled or modified.

2. Non-Custom / Standard Items

If you purchased non-customized, off-the-shelf items (e.g., standard plain scrubs, unembroidery caps, or standard accessories):

  • Return Window: You may return non-custom items within 30 days of delivery.

  • Condition: Items must be unworn, unwashed, unaltered, and in their original packaging with all original tags attached.

  • Refund Method: Refunds will be issued to your original method of payment, minus initial shipping fees (unless the return is due to our error).

  • Return Shipping: Customers are responsible for return shipping costs unless the item is defective or incorrect.

3. Damaged, Defective, or Incorrect Items

We take pride in our quality control, but if an error occurs, we will fix it immediately.

If your custom item arrives:

  • Damaged during shipping,

  • Defective (e.g., stitching errors, fabric defects), or

  • Containing an embroidery/customization mistake that differs from your approved proof or order text:

How to file a claim:

  1. Contact us within 7 calendar days of receiving your package at support@scrubsandcaps.com (or your preferred support email).

  2. Include your Order Number.

  3. Attach clear photos showing the issue or defect, along with a close-up of the embroidery/print error.

Upon review, if the defect or mistake is confirmed to be on our end, we will gladly send a replacement at no extra cost or issue a full refund/store credit.

4. Sizing Disclaimer

Sizing can vary between medical apparel brands and custom garments. Because customized items cannot be resized or resold, we strongly encourage you to review our Sizing Guide carefully before placing your order.

If you are unsure about sizing for a team or group order, please contact our support team prior to purchasing so we can assist you.

5. Contact Us

If you have any questions regarding this Refund Policy or need assistance with an existing order, please reach out to us:

  • Website: www.scrubsandcaps.com

  • Email: sales@scrubsandcaps.com

  • Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)