Product & Defect Policy
Introduction
At HFA, we take pride in producing quality apparel that is versatile, comfortable, and made to last. To ensure transparency and consistency, we’ve outlined our Defects Policy to clarify what is considered a defect and what falls within acceptable tolerance. We’ve also included Product Care guidelines to help you extend the lifespan of your pieces.
Defects Policy
The table below serves as our reference guide. It allows us to provide fair resolutions for genuine defects, while also clarifying natural variations and characteristics that are part of the production process.
| Issue Reported | Assessment & Notes |
|---|---|
| Fabric, Finish & Material Characteristics | |
| Light removable marks, or minor marks on inner lining only |
✓ Not a Defect
Removable marks or marks limited to lining are not defects.
|
| Natural fabric specks, slubs, minor texture variation, transit wrinkles, perceived sheerness, thickness, or fabric feel |
✓ Not a Defect
Natural variation and subjective preference are not defects.
|
| White watermarks or streaks on Lyocell after washing |
✓ Not a Defect
Lyocell may watermark after washing. Hand wash separately.
|
| Heat-related damage, shine, distortion, pilling, snagging, or loss of elasticity on synthetic or mesh garments, including polyester, nylon, and elastane/spandex, after washing or ironing |
✓ Not a Defect
Heat can damage synthetic fabrics and mesh garments. Follow care instructions.
|
| Minor pilling, loose fibres, or small pulls on knitwear after wear or washing |
✓ Not a Defect
Minor pilling and pulls can occur with knitwear. Avoid friction and snagging.
|
| Tearing, snagging, or holes on linen / Tencel garments after machine washing with other garments |
✓ Not a Defect
Washing with other items may cause snags or tears. We will assess possible pre-existing faults.
|
| Permanent outer-fabric stain, streak, burn mark, or iron mark |
✓ Defect
Visible marks on a new garment are defects.
|
| Pilling, dullness, or snags present before wear |
✓ Defect
Damage present before wear is a defect.
|
| Colour, Dye & Washing | |
| Denim batch shade variation, acid/mineral wash variation, intended fading, or darker denim at thicker/less-exposed areas |
✓ Not a Defect
Dyeing and wash variation are normal.
|
| Slight colour difference caused by screen, monitor, studio, or ambient lighting |
✓ Not a Defect
Screens and lighting may affect perceived colour.
|
| Mild dye release on the first wash of dark fabrics |
✓ Not a Defect
Initial dye release is expected.
|
| Colour run or transfer caused by washing conditions / self-infliction |
✓ Not a Defect
Wash-related colour transfer is not a defect.
|
| Fraying documented as a distressed, raw-hem, denim, or tweed design feature |
✓ Not a Defect
Documented distressed detailing is intentional.
|
| Backorder-related colour discrepancy or change-of-mind request |
✓ Not a Defect
Change-of-mind requests follow the returns policy.
|
| Heavy colour bleeding or transfer despite compliant care |
✓ Defect
Excessive dye bleeding is a defect.
|
| Unintended discolouration upon receipt or before washing |
✓ Defect
Unintended marks before washing are defects.
|
| Construction, Print & Hardware | |
| Minor loose threads at hems, seams, or inner lining that can be trimmed safely |
✓ Not a Defect
Trimmable threads that do not affect seams are not defects.
|
| Bubbling between inner bond/interfacing and fabric caused by friction after use |
✓ Not a Defect
Friction wear is not a defect.
|
| Slight print/logo alignment variation, minor tag displacement, upside-down internal label, or small embroidery/beading/stud variation |
✓ Not a Defect
Minor cosmetic variation is not a defect.
|
| Heat-pressed label peeling only after repeated washing over time |
✓ Not a Defect
Normal label wear is not a defect.
|
| Different embroidery/eyelet pattern that matches the approved design |
✓ Not a Defect
Approved pattern differences are intentional.
|
| Shrinkage after first wash of 5% or less |
✓ Not a Defect
Up to 5% shrinkage after first wash is expected.
|
| Pilling/furring caused by bags, rough surfaces, or abrasion |
✓ Not a Defect
Abrasion-related pilling is not a defect.
|
| Missing pattern part or feature that may differ from the approved product page |
✓ Contact HFA
We will check the product page and intended design.
|
| Shrinkage exceeding 5% after compliant care |
✓ Contact HFA
We will check care compliance and measurements.
|
| Holes, tears, or snags upon receipt / before wear |
✓ Defect
Damage on arrival is a defect.
|
| Jump stitches, incomplete/irregular sewing, broken stitching, open seams, or seam unravelling |
✓ Defect
Construction failures are defects.
|
| Trapped threads between lining layers, exposed lining, or lining longer than outer fabric |
✓ Defect
Internal finishing faults are defects.
|
| Slanted/asymmetrical pockets, incorrectly sewn straps, irregular pleats, or unintended excess fabric |
✓ Defect
Unintended construction errors are defects.
|
| Tearing or fraying outside the documented design area |
✓ Defect
Unintended fabric breakdown is a defect.
|
| Broken, loose, missing, rusty, or poorly attached buttons, buckles, hooks, clasps, belts, padding, or other hardware upon receipt |
✓ Defect
Faulty hardware on arrival is a defect.
|
| Sewable button missing or loose, or unintentionally sewn-shut pocket upon receipt | ✓ Contact HFA |
| Broken zip, zip that cannot open/close properly, or snapped strap, elastic band, or belt upon receipt |
✓ Defect
Functional hardware failure on arrival is a defect.
|
| Major printing error, significant logo/print misalignment, or incomplete embroidery that will run/unravel |
✓ Defect
Major print or embroidery errors are defects.
|
| Logo or print peeling within 1-2 washes despite compliant care |
✓ Defect
Premature print failure is a defect.
|
| Loose, missing, or falling embellishments, beads, or studs upon receipt |
✓ Defect
Missing or poorly attached trims on arrival are defects.
|
| Severe pilling after minimal, ordinary wear |
✓ Defect
Heavy pilling after ordinary wear is a defect.
|
| Fit, Size & Measurements | |
| Measurement difference of 1 inch / 2.5 cm or less |
✓ Not a Defect
Within HFA's measurement tolerance.
|
| Fit preference or stretchability concern where the delivered item matches stated measurements |
✓ Not a Defect
Correct measurements override fit preference.
|
| Elasticity or stretchability concern after wear |
✓ Contact HFA
We will assess care, wear period, and garment construction.
|
| Measurement difference exceeds 1 inch / 2.5 cm |
✓ Defect
Measurements outside tolerance are defects.
|
| Order Fulfilment & Delivery | |
| Mistagged item or wrong size received |
✓ Contact HFA
We will verify the order, size label, and item received.
|
| Wrong product received |
✓ Contact HFA
We will verify the order and item received.
|
| Missing item, order shortage, or packaging damage with no confirmed garment damage |
✓ Contact HFA
We will verify the order, parcel, and delivery evidence.
|
Product Care
Proper garment care helps maintain the quality, colour, and fit of your apparel. Please follow these guidelines:
• Hand wash recommended for delicate fabrics such as linen, tencel, rayon, drifit; avoid machine washing to preserve structure.
• Do not tumble dry — air dry naturally in shade to prevent shrinkage and fading.
• Flip inside out before washing garments with logos, prints, or embellishments to reduce abrasion.
• Avoid soaking for prolonged periods.
• Do not bleach or use harsh detergents.
• Do not use fabric softener, which coats fibres and reduces breathability.
• Separate laundry by colours: light with light, dark with dark, black separately for the first few washes.
• Use a laundry net for delicate items or garments with zippers, buttons, or trims.
• Steam/iron on low heat as needed, or follow garment label instructions.
Measurement Tolerance
Measurements provided on our website are taken with garments laid flat and are meant as a guide. Due to the nature of mass production, minor differences are unavoidable. A variance of up to 1 inch (2.5 cm) will not be considered a defect.
Disclaimer
By purchasing from High Frequency Apparel, customers are deemed to have read, understood, and agreed to the above Defects Policy, Product Care guidelines, and Measurement Tolerance standards.