Complaints Policy & Dispute Resolution

1. The Industrial Quality Guarantee

Because we own the machines and the digitizing process, we maintain a closed-loop quality control system. Every order processed at our Houston facility undergoes a three-point inspection:

Digitizing Audit: Ensuring the stitch path (DST/PXF) respects the integrity of the original vector artwork.

Machine Calibration: Verifying thread tension on our Tajima multi-head equipment to prevent puckering or thread breaks.

Final Finishing Review: Inspecting merrowed borders and adhesive backings (such as 3M™ 300LSE) for structural bonding.

2. Definition of a Manufacturing Defect

To maintain a fair and objective dispute resolution process, The Houston Patch Co. defines a “Manufacturing Defect” as a significant deviation from the approved digital proof or the agreed-upon technical specifications. This includes:

Color Deviation: A failure to match the specified Pantone (PMS) color within a reasonable industrial tolerance (noting that thread substrate can cause minor optical shifts).

Structural Failure: Unraveling of merrowed borders or delamination of PVC layers within 30 days of standard use.

Incorrect Material: The use of standard poly-neon thread when Nomex® Flame-Retardant thread was specified and billed for a safety-critical environment.

Graphic Inaccuracy: Missing elements or misspelled text that were present and correct in the final approved digital proof.

3. The Formal Complaint Process

If you receive an order that does not meet our industrial standards, we require a formal “Manufacturing Audit Request” to be submitted within 10 business days of delivery.

Step 1: Submission

Email our logistics and quality team at support@custompatcheshouston.com. Your email must include your Order Number, high-resolution photographs of the perceived defect, and a description of the discrepancy.

Step 2: The Shop Floor Audit

Unlike brokers who must wait for a response from an overseas factory, our Houston-based lead engineer (Travis Hayes) or master digitizer (Elena Garza) will personally review your claim against our internal production logs and the original machine files.

Step 3: Resolution Proposal

Within 48 business hours of receiving your complaint, we will issue a formal resolution proposal. This may include a full re-manufacture of the defective units, a partial credit, or a technical explanation regarding industrial tolerances.

4. Manufacturing Tolerances & Non-Refundable Scenarios

As a custom manufacturer, we produce goods that have no resale value. Therefore, we do not offer refunds for “change of heart” or errors made by the Client during the proofing process. The following are considered within “Standard Industrial Tolerance” and are not grounds for a dispute:

Minor Text Legibility: Text smaller than 0.25 inches that becomes “thread-heavy.” We flag these during the quote phase, and if the Client insists on the size, the resulting legibility is not a defect.

Adhesive Failure in Extreme Heat: As stated in our Terms of Service, iron-on adhesives are not engineered for Houston’s 100°F+ humidity indexes. Failure of an iron-on patch to remain adhered to a garment in these conditions is an environmental factor, not a manufacturing defect.

Monitor vs. Thread Variance: Minor shifts in color between a backlit computer monitor (RGB) and physical polyester thread (Pantone).

5. Refund & Replacement Protocols

If a manufacturing defect is confirmed during our audit:

Remanufacture (Primary Resolution): We will move your order to the “Priority Lane” on our Tajima machines and re-produce the defective items at zero cost to you, including expedited shipping.

Partial Credit: If the patches are usable but contain a minor non-critical error, we may offer a partial credit toward a future order.

Full Refunds: Full refunds are only issued in extreme cases where a re-manufacture is not possible due to time constraints or material shortages (e.g., specific Nomex® thread availability).

6. Dispute Resolution & Mediation

We strive to resolve every grievance directly through our Houston shop floor. However, should a dispute remain unresolved after our formal audit process, the following protocols apply:

Good Faith Negotiation: Both parties agree to attempt to resolve the dispute through direct negotiation for a period of 30 days.

Mediation: If negotiation fails, the parties agree to submit the dispute to a professional mediator located in Houston, Texas. The costs of mediation shall be shared equally.

7. Intellectual Property Disputes

If a dispute arises regarding the ownership of digitizing files (DST/PXF) or the unauthorized use of a trademark, please refer to our Intellectual Property Policy. We take brand protection seriously and will cooperate with legal counsel to resolve ownership conflicts.

8. Governing Law & Venue

The Houston Patch Co. is a proud Texas business. Any legal action, suit, or proceeding arising out of or relating to our manufacturing services shall be instituted exclusively in the state or federal courts located in Harris County, Houston, Texas. By engaging our services, you waive any objection to the venue of such courts.

9. Contact Our Quality Assurance Team

For immediate assistance with an order discrepancy, please reach out to our Houston office: