Return Policy
RETURNS & EXCHANGES
Return shipping costs are the responsibility of the customer unless an item arrives damaged, defective, incorrect, or incomplete.
To ensure the best fit, we recommend reviewing sizing information and product details carefully before placing your order.
We accept returns on eligible items in their original condition for Canada and US orders only. Items must be unworn, unwashed, and free of damage.
We currently do not offer direct exchanges. Eligible items may be returned for a refund, and a new order can be placed separately through the website.
For missing item, damaged item, defective item, and incorrect item claims, eligible claims approved following review will be fully refunded, including applicable shipping charges, duties, and taxes associated with the affected item(s).
Packages returned to sender due to failed delivery attempts, incorrect or incomplete addresses, refusal of delivery, carrier access issues, or package forwarding services are not eligible for reshipment.
Once a returned shipment is received and processed by our warehouse, the order will be refunded to the original payment method, excluding any non-refundable duties, taxes, or carrier fees where applicable.
Returned shipments are not eligible for manual re-delivery or reshipment requests.
Items marked as final sale are not eligible for return or exchange.
We do not accept returns for international orders.
REFUND PROCESSING TIMELINES
Once a refund has been processed on our end, funds are returned to the original payment method used at checkout.
Depending on your bank or payment provider, refunds typically appear within approximately 3-10 business days, however some financial institutions may require up to 14 business days to fully post the funds back to the account.
GIFT RETURNS
Items received as gifts are eligible for store credit only.
To qualify for a return, items must meet all standard return eligibility requirements outlined in this policy, including being unworn, unused, and in original condition with all original packaging.
Store credit will be issued once the return has been received and approved by our team.
Gift return requests must also be submitted through our Returns Centre.
ELIGIBILITY
To be eligible:
- Items must be unworn and unwashed
- Items must be returned in their original condition and packaging where applicable
- Requests must be submitted within 30 days of delivery
- Approval of return and claim requests is subject to review by our team
Returns that do not meet these conditions may be declined.
STARTING A RETURN
To begin a return, missing item, damaged item, defective item, or incorrect item request, please visit our Returns Centre.
WHEN WILL MY RETURN BE PROCESSED?
Once your return is received and approved following inspection, please allow up to 14 days for it to be processed. Once processed, your refund will be issued to the original method of payment.
Original shipping charges, duties, taxes, and return shipping costs are non-refundable for standard returns unless the item arrived damaged, defective, incorrect, or incomplete.
Processing times may vary depending on your payment provider.
DAMAGED, DEFECTIVE, INCORRECT OR MISSING ITEMS
If your item arrived damaged, defective, incorrect, or incomplete, please submit a request through our Returns Centre within 7 days of delivery.
Please include clear photos of the issue along with your request where applicable.
Eligible claims approved after review by our team will be fully refunded, including applicable shipping charges, duties, and taxes associated with the affected item(s).
Due to the limited nature of certain products, replacement inventory may not always be available.
RETURN SHIPPING
Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, incorrect, or incomplete.
- We recommend using a trackable shipping method as we are unable to guarantee receipt of returned items without proof of delivery.
NON-RETURNABLE ITEMS
- Items that have been worn, washed, or altered
- Items without original tags
- Items returned outside the 30 day window
- Items marked Final Sale
NEED HELP?
If you have any questions, reach out to info@heatedrivalry.com.