Working terms: These operational expectations are not a substitute for Texas legal review, registration, tax advice, insurance, or a final customer agreement.

Service agreement summary

A request becomes an accepted order only when Hays Custom Works confirms capability and availability, issues an estimate version, the authorized customer accepts that version and these terms, the required proof and rights review are complete, and the required deposit or payment state is recorded. The accepted estimate and later accepted change orders control order-specific products, quantities, customization, prices, taxes, dates, responsibilities, and fulfillment. If general website language conflicts with an accepted order record, the later signed or authenticated order-specific record controls to the extent permitted by applicable law.

Neither silence, a verbal idea, an inquiry submission, an inspiration image, a payment without matching acceptance, nor an earlier order authorizes production. Material changes require a new documented version and may change price, tax, availability, or timing.

Quotes, estimates, and availability

A website request is not an order or price promise. Products, blanks, materials, colors, methods, quantities, capacity, taxes, shipping, discounts, and dates remain subject to review. An estimate should identify assumptions, included design/setup, revisions, deposit, balance trigger, expiry, and approved changes. Expired, superseded, incomplete, or unaccepted estimates do not reserve materials, capacity, or a completion date.

Artwork and intellectual-property rights

The customer must own or have permission to reproduce submitted logos, photographs, characters, trademarks, fonts, designs, and other material. Hays Custom Works may request evidence, refuse work, pause production, or remove content. Acceptance does not represent legal clearance. Prohibited content, infringement concerns, or credible takedown requests require documented review and escalation.

Customization, proofing, and customer approval

The customer is responsible for reviewing the exact proof version, spelling, names, dates, numbers, sizes, quantities, colors, placement, personalization rows, and other options. Screens and printed products vary; a proof communicates intent but may not perfectly reproduce physical color, texture, scale, grain, coating, or substrate. Approval applies only to the identified proof version. Corrections submitted after approval require a new version and may create added cost, material loss, or a new completion date.

Hays Custom Works remains responsible for producing the accepted version within the documented physical and process tolerances. Customer approval does not excuse a production error that differs materially from that version, while an error present in the exact approved customer data or proof is not automatically a production defect. Each concern receives an evidence-based review under the reprint, return, and refund process below.

Customer-supplied items

Items supplied by a customer require advance approval, material and condition inspection, method compatibility review, labeling, and custody documentation. Existing wear, hidden coatings, contamination, unknown material, prior treatments, and replaceability can increase risk. A spare or replacement plan may be required. Hays Custom Works may refuse an item and cannot guarantee replacement of a unique or irreplaceable supplied item if an acknowledged production risk occurs.

Deposit, cancellation, and personalized work

Production should not begin without the required deposit and approved proof. The accepted estimate identifies the deposit, balance trigger, and which committed costs may become non-refundable. A cancellation request is effective only when received and acknowledged through the documented order channel; stopping payment or missing a reply does not cancel an order.

Cancellation review records the current stage, completed design/setup/labor, ordered or non-returnable materials, personalized or completed units, partner or carrier commitments, taxes, payments, credits, and remaining disposition. Any approved refund or balance is calculated from that evidence and applicable law—not from a universal percentage published on this website. Personalized goods normally cannot be resold, but this does not remove remedies that applicable law provides for verified defects, misrepresentation, or other covered failures.

Deadlines and rush work

A requested event date is not confirmed until artwork, product availability, proof, deposit, capacity, production method, and fulfillment are verified. Only the current accepted commitment is customer-facing. Rush work may be declined or separately priced and cannot bypass safety, rights, proof, quality, or payment gates. Customer delays, approved changes, supplier events, weather, carrier events, or other documented exceptions may require a revised commitment and recovery options; dates do not move silently.

Production variation, availability, and substitutions

Reasonable disclosed variation can occur between screens, samples, lots, fibers, wood grain, coatings, engraving, transfers, sublimation, placement, and handmade finishing. A tolerance must be appropriate to the accepted product, method, sample or proof, and intended use; “custom” is not permission for uncontrolled quality.

Hays Custom Works will not silently substitute a product, manufacturer, style, material, size, color, coating, component, method, finish, or fulfillment service when the difference could affect appearance, fit, use, care, price, timing, or risk. A material substitution requires documented comparison and authorized customer acceptance before affected production. If the accepted result can no longer be supported, the order is held while revised options, cost, timing, cancellation, credit, or refund implications are reviewed.

Quality concerns, reprints, returns, and refunds

Report a missing, damaged, incorrect, or materially nonconforming item promptly through the documented support channel and preserve the item, packaging, labels, count, and reasonable photo or delivery evidence. The applicable reporting window, if any, must appear in the accepted order terms and remain subject to applicable law; this working page does not invent one universal deadline.

Review compares the delivered item with the accepted estimate, proof, personalization source, approved sample or tolerances, quality and custody records, and customer-provided data. Hays Custom Works may inspect or request return of affected items before final disposition. Depending on verified cause, scope, feasibility, urgency, and law, the documented resolution may be correction, repair, rework, reprint or replacement, partial or full credit, refund, claim assistance, or a supported denial with escalation information. No remedy is promised before the evidence and affected quantity are reconciled.

Change of mind, an error contained in the exact approved proof or customer-controlled data, normal disclosed variation, misuse, improper care, or damage after accepted custody is not automatically eligible for return or refund. That boundary never overrides a verified Hays Custom Works error, an accepted written warranty, or non-waivable rights under applicable law. Charge disputes do not erase the order, communication, custody, or financial audit history.

Pickup, delivery, and shipping

The accepted order should identify the fulfillment method, cost, address or pickup instructions, recipient, timing, custody evidence, packaging, tracking when applicable, unclaimed-order handling, and damage or loss process. Fulfillment changes require authorized review and may affect price, tax, capacity, privacy, risk, and timing. Carrier estimates are not Hays Custom Works guarantees unless an order-specific written commitment expressly says otherwise.

Privacy and accessibility

Artwork, personalization, addresses, recipient details, approvals, identity and custody evidence are handled under the Privacy policy. The Accessibility commitment explains how to request a reasonable alternative for a page, form, proof, document, or communication. Do not place payment-card details, passwords, medical information, or unnecessary identity documents in a general request.

Safety and right to refuse

Work may be refused or stopped for unsafe materials, prohibited content, suspected infringement, equipment limitations, unavailable blanks, abusive conduct, impossible deadlines, or any condition the family cannot support responsibly.

Before launch: Final business identity and monitored contacts, Texas legal/tax/insurance review, actual payment and fulfillment practices, and the customer-facing estimate/service agreement must be aligned with this page. Nothing here promises a remedy smaller than applicable law requires.