Refund policy

REFUND & RETURN POLICY

Items may be refunded or replaced if damaged, defective, or if an incorrect item was sent without customer authorization.

Eligibility for Returns & Replacements
We review all return and refund requests on a case-by-case basis to ensure fairness to both our customers and our organization.  To qualify for a return or replacement, the following conditions must be met:

  • The item must be unused and in its original condition
  • The request must be emailed to marketing@heroicyouth.org and submitted within 14 days of delivery
  • Proof of purchase is required (order number or receipt)
  • Photos may be required to verify damage, defects, or incorrect items

How We Determine Approval
Return and refund requests are evaluated based on the following:

We WILL approve requests if:

  • The item arrived damaged or defective
  • The wrong item was sent (not matching the order)

We MAY approve requests (at our discretion) if:

  • There are quality concerns that do not fall under damage/defect
  • The issue is reported slightly outside the stated timeframe
  • There are special circumstances (evaluated individually)

We will NOT approve returns if:

  • The item has been used, worn, or altered
  • The issue was caused by improper use or handling after delivery
  • The request is made beyond the return window without prior communication
  • The item is marked as final sale, clearance, or non-returnable

Non-Returnable Items
Unless damaged or defective, we do not accept returns on:

  • Clearance items
  • Gift cards
  • Custom or made-to-order items

Resolution Options
The resolution offered will depend on product availability and the nature of the issue. If your request is approved, we will offer one of the following:

  • Replacement item
  • Refund to original payment method
  • We may ask you to return the wrong item using a pre-paid shipping label, at our discretion. 

Refunds
If more than 7 business days have passed since we’ve approved your refund or replacement and it has not been received, please contact us at marketing@heroicyouth.org

Our Commitment
As part of Heroic Youth, we aim to handle every situation with fairness, integrity, and care. If something isn’t right, we want to make it right, while also responsibly stewarding the resources entrusted to us.

HUZZAH!