We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at gavinwyarbrough@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at gavinwyarbrough@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at gavinwyarbrough@gmail.com.

Refund & Return Policy

At Hetero By Design, we want you to be confident in every purchase. Because many of our products are created and fulfilled specifically for each order, please review the following policy before purchasing.

Made-to-Order Products

Many Hetero By Design and True Strength products are produced on demand after an order is placed. Because these items are made specifically for your order, we generally cannot accept returns or exchanges due to buyer's remorse, ordering the wrong size, selecting the wrong color, or changing your mind.

Please carefully review product descriptions, sizing information, colors, and your shipping address before completing your purchase.

Damaged, Defective, 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.

Please include:

• Your order number

• A description of the problem

• Clear photos showing the item and the issue

Once the issue has been reviewed and approved, we will work to 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 provided on the product page before ordering.

If we send you a size different from the size shown on your order confirmation, please contact us so we can 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. 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, please 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. We will assist where possible, but we cannot guarantee refunds or replacements for packages confirmed as delivered to the address provided at checkout.

Refunds

When a refund is approved, it will be issued to the original payment method.

Please allow time 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. We want the opportunity to review the situation and make legitimate order issues right.

Hetero By Design
Customer Support: support@heterobydesign.com