Returns & Refund Policy

Last updated: 05 February 2025.

At xtrendhaven, we aim to provide our customers with the highest quality embroidered apparel, exceptional service, and a seamless shopping experience. We understand that sometimes things don’t go as expected, which is why we’ve developed a clear and fair Refund, Returns, and Exchanges Policy. Please review the details below for everything you need to know about returns, refunds, exchanges, and cancellations.

1. Our Commitment

We are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely happy with your purchase, you can return, exchange, or request a refund for items within 30 days of receiving your order.

2. Eligibility for Returns and Exchanges

To qualify for a return or exchange, the following conditions must be met:

• The item must be in new, unused, and unworn condition with all original tags attached.
• The item must be returned in its original packaging.
• The return or exchange request must be made within 30 days of receiving your order.

Note:

• Custom or personalized embroidered apparel cannot be returned or exchanged unless the item is defective or damaged upon receipt.
• Sale or discounted items are final sale and cannot be returned or exchanged.

3. How to Return or Exchange an Item

To initiate a return or exchange, follow these steps:

1. Contact Us: Email us at [email protected] with your order details. Include your order number, the item(s) you wish to return or exchange, and a brief description of the reason for your request.

2. Receive Instructions: Our customer service team will review your request and provide detailed instructions for returning the items.

3. Prepare Your Package: Pack the item securely in its original packaging, along with any tags or labels included with your purchase.

4. Ship the Item: Ship the item to the following address:

• Website Name: Xtrendhaven
• Address: 1745 Lancaster Pl, Macon, GA 31206, USA

For Exchanges: Indicate the size, color, or style you’d like in exchange. Exchange requests are subject to product availability. If the requested item is unavailable, a refund will be issued instead.

4. Return and Exchange Shipping Costs

• Customers are responsible for the return shipping costs, except in cases where the return is due to our error, such as a defective, damaged, or incorrect item.
• For defective or incorrect items, we will provide a prepaid return label. If you use a different shipping carrier, any additional charges will be your responsibility.

5. Refund Process

Once we receive your returned item, it will be inspected to ensure it meets our eligibility criteria. After approval, we will process your refund within 2 to 5 business days. Refunds will be credited to the original payment method used at checkout.

Note:

• Shipping fees are non-refundable unless the return is a result of our error.
• Any items that do not meet our eligibility criteria will be sent back to you and may incur additional fees.

6. Damaged or Lost Items

If your item arrives damaged, defective, or incorrect, contact us at [email protected] within 7 days of receiving your order. We will assist you with one of the following solutions:

• Replacement: We will provide a free replacement for the damaged or incorrect item.
• Refund: If a replacement is unavailable, we will issue a full refund.

If your package is lost in transit, notify us immediately. We will work with the shipping carrier to resolve the issue and provide a refund or replacement if the package is confirmed as lost.

7. Exchanges Policy

If you are not satisfied with the size, color, or fit of an item, you can request an exchange within 30 days of receiving your order.

Conditions for Exchanges:

• Exchanges are subject to product availability.
• If the requested item for exchange is unavailable, a refund will be issued instead.
• If there is a price difference between the items, we will either issue a partial refund or request additional payment.

To initiate an exchange, follow the return process and indicate your desired replacement.

8. Non-Returnable Items

The following items are non-returnable and non-exchangeable:

• Custom or personalized embroidered apparel (unless defective).
• Sale or discounted items.

9. Order Cancellations

We understand that plans change. If you need to cancel your order, please contact us at [email protected] as soon as possible.

Cancellation Policy Details:

• Orders can only be canceled before they have been processed and shipped.
• Once an order has been shipped, it cannot be canceled. However, you can initiate a return or exchange once the item is delivered.

10. Refund Timelines

After your return is inspected and approved, refunds will be processed within 2 to 5 business days. The refund will be credited to your original payment method. Depending on your payment provider, it may take an additional few days for the refund to appear on your statement.

11. Customer Service

For any questions or assistance with your return, refund, exchange, or cancellation, please contact us:

Please Note:

• Items returned or exchanged must be in their original, unworn, and unwashed condition.
• Any items returned in a condition that does not meet our policy will be sent back to you and may incur additional fees.

By purchasing from xtrendhaven, you agree to our Refund and Returns Policy. We are committed to providing the best shopping experience, and we appreciate your understanding and cooperation. Thank you for choosing xtrendhaven for your embroidered apparel needs!