PBX Custom Return Policy

At PBX Custom, your satisfaction is our priority. We want to ensure that you have a hassle-free shopping experience. If for any reason you are not completely satisfied with your non-custom printed purchase, we offer a 14-day return policy.

Return Process:

  1. Contact Us: To initiate a return, please contact us within 14 days of receiving your order. You can reach out to us via email at or by phone at 647-268-7400. Please provide your order number when contacting us.

  2. Provide Details: Include pictures of the items you wish to return in your communication. This will help us process your request more efficiently.

  3. Confirmation: We will process your return request within 7 working days and confirm your eligibility for a return.

  4. Packaging: If your return request is approved, please ensure that the items are returned in their original packaging and in their original condition. Items that are worn, stained, damaged, or altered will not be accepted.

  5. Bank Account Details: Provide your bank account details for the refund. Your money will be returned to the original account in the currency you originally paid.

  6. Shipping Costs: Please note that return shipping costs are at your own expense. We do not provide freight to collect (FTC) service for returns.


Our return policy does not apply to the following items:

  1. Tights, underwear, pajamas, swimsuits, socks, masks, and other items for hygiene reasons.
  2. Sample items
  3. Deliberately damaged items
  4. Items exceeding the 14-day return period
  5. Custom printed items, including those printed based on your design or tech packs, unless they do not meet your specifications.

Refunds Before Shipment:

If you request a refund before your order has been shipped and it's within the order cut-off time, we can process it. However, if the request is submitted beyond the order cut-off time, we will deduct 50% of the total amount as the producing cost. If the order is completed but not yet shipped, we can refund the shipping fee only.

Delayed Shipment Compensation:

We promise to ship your package within a specified time frame. If your order is delayed beyond our commitment and it's not due to changes on your side, we will provide a maximum compensation of 10% of your original commodity price.

Claim Submission:

Any claims for misprinted, damaged, or defective items must be submitted within 7 days of receiving the product. For packages lost in transit, claims must be submitted no later than 7 days after the estimated delivery date.

Damaged in the Mail:

If your product arrives damaged, please send a photo of the damaged goods to our customer service at We will investigate the issue and follow up accordingly.

We are here to assist you and ensure that your shopping experience with PBX Custom is enjoyable. If you have any questions or need further assistance, please do not hesitate to contact us.

Address: 79 Longevity Road, Brampton, Ontario, Canada L6X 0B4


Thank you for choosing PBX Custom!


Customer Service Team PBX Custom