RETURN AND EXCHANGE POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or exchange, giving you the flexibility you need. Merchandise must be in the same condition you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Return Process

To start a return, please contact us at hidegears@gmail.com. We will provide the return address and further instructions via email. Once your return is received and inspected (usually within 72 hours), we’ll send you a return shipping label and instructions on how and where to send your package. Do not return items without first requesting a return, as these will not be accepted. Returns must be shipped within 7 days of receiving the return label to remain eligible for refunds. For international returns, the process may vary based on location, and a 15% restocking fee applies if packages are not picked up by the customer and returned to us. Customers are responsible for all shipping costs for returns and exchanges outside the continental US. You can always contact us for return questions at hidegears@gmail.com. 

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Issues must be reported within 2 working days of receiving the item.

Return Exclusions and Condition Criteria

  • Non-Refundable Items: Personalized or customized products, final sale items, gift cards, and gift wrapping.
  • Items must be unused, unwrinkled, undamaged, and resaleable, including packing slips. Shoes must have no scratches on the sole or upper.
  • We reserve the right to refuse returns/refunds if these criteria are not met.


Pre-Order & Final Sale Policy

  • Pre-Order Cancellations: Pre-orders can be canceled within 3 days of purchase. After 5 days, they are final sale.
  • Final sale items are non-refundable and cannot be exchanged.
  • Pre-order dates are estimates, and delivery may be delayed. Hide Gears will notify customers of any delays via email.

Exchanges

To exchange an item, return the original item within 7 days of receipt, and after the return is accepted, make a separate purchase for the new item. Exchanges can be made as long as the item is in stock.


    Manufacturer Defects

    If your product has a defect, contact  with photos and an explanation of the issue. Upon confirmation:
    • We will either offer reimbursement for repair costs (with proof of invoice) or an exchange for a replacement item.
    • If the item is no longer in stock, we will issue a refund (less shipping) if within 30 days of purchase or offer store credit beyond the 30-day window.


    Refunds

    We will notify you once we’ve received and inspected your return. If approved, your refund will be processed within 7 business days to your original payment method. Depending on your payment provider, it may take up to 10 working days to reflect.
    • Refund of Shipping Costs: Original shipping costs are non-refundable unless otherwise agreed.
    • Partial Refunds: Granted for items not in their original condition or showing signs of use.
    • European Union Cooling-Off Period: Customers in the EU can cancel or return an order within 3 days for any reason, as long as the item is unworn and in original packaging.
    If more than 15 business days have passed since we’ve approved your return, please contact us at hidegears@gmail.com.