Return and Refund Policy
We appreciate your choice to shop with us. This Return and Refund Policy sets out the terms for handling returns, processing refunds, and resolving product issues. When you place an order, you agree to these terms.
How We Make Your Products
Every item we sell is made just for you once you place your order. That means we cut fabric to your needs, add custom embroidery if you want it, and sew using special, limited-run fabrics. We don’t keep products in stock—this way, everything is tailored to what you’re looking for.
About Sizing
How well our surgical caps fit depends on a few personal things:
• How much hair you have and how you style it
• The circumference of your head
• What feels comfortable to you when wearing one
• Which style of cap you pick
When You Can Return Something
We’ll accept returns in these situations:
• The product has a manufacturing defect when you get it
• It gets damaged while being shipped to you
• We sent the wrong item (wrong size or style compared to your order)
• It’s nothing like what was described on our website
When Returns Aren’t Accepted
We can’t take returns in these cases:
• The product was made of the size you chose and is in good condition
• Custom items that match what you ordered (including those with embroidery, satin lining, or made with authorized fabrics)
• Items that have been worn, washed, or altered in any way
• Products without their original packaging or proof of purchase
• International orders where sizing are off because you didn’t reach out to us first before ordering
What to Do When You Get Your Order
As soon as you receive your items:
• Check them all right away
• Take photos of any problems you find
• Keep all the original packaging
• Don’t take off tags or make any changes to the products
• Tell us about any issues within 72 hours of delivery
How to Return an Eligible Item
1. Email us at service@promedgo.com with your order number and a description of the problem.
2. Wait for us to send you a return authorization and instructions on how to ship it back.
3. Pack the item up safely, including all original materials.
4. Use a shipping service that lets you track the package (this protects both of us).
5. Hold onto your shipping receipt until your refund is done.
How Refunds Work
For returns we approve:
• We’ll process your refund within 7 days of getting the item back.
• We’ll only refund the original shipping cost if we sent the wrong item or it was defective.
• Your refund will go back to the payment method you used to order.
Authorized Products
Our authorized designs are made with materials from licensed third-party manufacturers. These are custom medical clothes made with authorized fabrics, not direct products from the brand that owns the rights. We can’t make custom embroidery or printed items with any authorized or trademarked images unless we have written permission from the copyright owner.
Policy Changes
We might update this policy from time to time. Any changes will be posted on our website, and they won’t affect orders placed before the change.
Get in Touch
If you have questions about returns or sizing:
Email: service@promedgo.com
We’ll get back to you within 2 business days.
Thanks for your understanding. We want you to be happy with your purchase, and we’ll do our best to make sure that happens.