Refund policy
Refund & Return Policy
At Hetero By Design, we want you to be confident in every purchase. Many Hetero By Design and True Strength products are produced on demand after an order is placed, so please review the following policy carefully before purchasing.
Made-to-Order Products
Because many of our products are made specifically for each order, we generally do not accept returns or exchanges due to buyer’s remorse, ordering the wrong size, selecting the wrong color, or changing your mind. Please review product descriptions, sizing information, colors, and your shipping address carefully before completing your purchase.
Damaged, Defective, Misprinted, or Incorrect Items
If your order arrives damaged, defective, misprinted, or you receive an item different from what you ordered, please contact us within 14 days of delivery at support@heterobydesign.com.Please include your order number, a description of the issue, and clear photos showing the item and the problem. Once the issue has been reviewed and approved, we will provide an appropriate resolution, which may include a replacement or refund at no additional cost to you.
Size & Fit
Because our apparel is made to order, we generally cannot offer refunds or exchanges when the correct size was ordered and delivered. We strongly encourage customers to review the sizing information on the product page before ordering. If we send you a size different from the size shown on your order confirmation, contact us and we will correct the issue.
Order Changes & Cancellations
Orders may enter production shortly after they are submitted.
If you need to change or cancel an order, contact us as soon as possible at support@heterobydesign.com. We will make every reasonable effort to accommodate your request, but once an order has entered production, we cannot guarantee that it can be changed or canceled.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout. If you notice an address error, contact us immediately. Once an order has entered production or shipped, we may not be able to change the destination.
Additional shipping or replacement costs resulting from an incorrect address provided by the customer may be the customer’s responsibility.
Lost Packages
If tracking indicates that your package has been lost in transit, contact us and we will help investigate the shipment and determine the appropriate resolution. If tracking shows that an order was delivered but you cannot locate it, please first check with household members, neighbors, and the shipping carrier.
Refunds
When a refund is approved, it will be issued to the original payment method.
Please allow up to 10 business days for your bank or credit card company to process and post the refund after it has been issued. Original shipping charges are generally non-refundable unless the refund results from a damaged, defective, incorrect, or otherwise qualifying fulfillment issue.
Contact Us
If you experience a problem with your order, please contact us before taking any further action. Hetero By Design Customer Support: support@heterobydesign.com