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# Replacement & Refund Policy

# Replacement & Refund Policy

Gearment stands behind the quality of the orders we fulfill. If your order has an eligible **product, production, or shipping issue**, you may request a replacement or refund according to the conditions below.

Because our products are made to order, we do not offer replacements or refunds for changes of mind, incorrect fit or preferences, or other issues unrelated to Gearment's fulfillment.

|| **Before submitting a claim:** Shipping eligibility and resolutions differ depending on whether your order uses **Gearment shipping (Ship-by-Seller)** or a shipping label provided through a **third-party platform (Platform Label)**.

For complete eligibility requirements, required evidence, claim timeframes, and available resolutions, please refer to our **Full Replacement & Refund Policy**: [View the Full Replacement & Refund Policy ](https://docs.google.com/spreadsheets/d/1WEKlq_HI77paTFoYTRiy0YUS96godR7W0IjE42V-sjI/edit?usp=sharing)

### 1. Product & Production Issues

The following policy applies to both **Ship-by-Seller Orders** and **Platform Label Orders**.
Claims must be submitted **within 30 calendar days from the delivery date**.

| Issue | When the claim is eligible | What you need to provide | Potential resolution |
| ---- | ---- | ---- | ---- |
| **Printing defect** | Printing is incorrect, missing, significantly defective, or damaged and does not meet the applicable product standard. | Photos of the product and affected area | Replacement / Full refun |
| **Manufacturing defect** | The product has a defect that existed before use and does not meet the applicable product standard. | Clear photos showing the defect | Replacement / Full refund |
| **Incorrect size** | Product measurements fall outside the applicable product tolerance. | Product photos and clear measurement photos | Replacement / Full refund |
| **Wrong product** | The received product differs from the order, including product type, size, color, design, or other material specification. | Photos of the received product and packaging/shipping label | Replacement / Full refund |
| **Missing item** | One or more items are missing from an order marked as delivered. | Photos of the received package and all received items | Replacement / Full refund |

For size-related claims, please check the **applicable product tolerance** before submitting an issue.

### 2. Shipping Issues — Ship-by-Seller Orders 

This section applies when the order uses **Gearment shipping**.

###### Delivered but not received
If tracking shows the package as delivered but the buyer did not receive it, the buyer must first complete the applicable delivery verification steps:
* Check the delivery location.
* Check with neighbors or household members.
* Contact the local post office or carrier.
If the package still cannot be located, submit proof that the required verification steps were completed.
**Potential resolution:** Replacement only
**Claim timeframe:** Within 30 calendar days from the delivery date

###### Lost in transit / No tracking update
A claim may be submitted when the order remains undelivered after the applicable investigation timeframe:
* **Economy:** 8 business days
* **Standard:** 5 business days
* **Fast ship:** 3 business days
* **International:** 21 business days
**Required information:** Order ID
**Potential resolution:** Replacement / Full refund
**Claim timeframe:** Within 30 calendar days

###### Delivered to the wrong address due to carrier fault
This applies when tracking shows that the package was delivered to an address that does not match the shipping address on the order.
**Required information:** Order ID
**Potential resolution:** Replacement / Full refund

###### Package damaged during transit
If the product is damaged during shipping or arrives in damaged condition, please provide clear photos showing the damage.
**Potential resolution:** Replacement / Full refund

###### Late delivery
A shipment may qualify for a shipping fee refund if it exceeds the applicable committed delivery timeframe:
* **Economy:** 8 business days
* **Standard:** 5 business days
* **Fast ship:** 3 business days
* **International:** 21 business days
Delays caused by **peak seasons, severe weather, or other force majeure events** are excluded.
**Potential resolution:** Full shipping fee refund / Shipping fee difference refund

### 3. Shipping Issues — Platform Label Orders

This section applies when the shipping label is provided through a third-party platform, including **TikTok Shop, Amazon, Etsy, eBay, Order Desk, Poshmark, and other applicable platforms**.

Because the shipping label and carrier claim are managed through the applicable platform, shipping-related claim handling differs from Ship-by-Seller orders.

###### Delivered but not received
If tracking shows the package as delivered but the buyer did not receive it, the buyer should first complete the applicable delivery verification steps.
* **Required information:** Proof of communication between the seller and buyer
* **Potential resolution:** Replacement with a seller-provided label / Replacement with shipping fee charged to the seller
* **Claim timeframe:** Within 30 calendar days from the delivery date

###### Damaged during transit
If the product is damaged during shipping or arrives in damaged condition:
* **Required information:** Photos of the damaged product
* **Potential resolution:** Replacement with a seller-provided label / Replacement with shipping fee charged to the seller
* **Claim timeframe:** Within 30 calendar days from the delivery date

###### Lost in transit / Return to sender
If the package is lost by the carrier or returned to sender, the seller must follow the applicable platform's claim requirements and **submit the claim directly with the platform**.
**Claim timeframe:** Depends on the applicable platform's policy.
The applicable platform's claim process also applies to:
* No tracking update from the carrier
* Delivery to the wrong address due to carrier error
* Late delivery beyond the applicable estimated or committed timeframe

### 4. Issues Not Eligible for Replacement or Refund
The following cases are **not eligible** for a replacement or refund:
* Incorrect or incomplete delivery address provided by the customer, including insufficient or forwarded addresses
* Customer change of mind regarding size, color, design, or other preferences
* Minor size deviations within the applicable product tolerance
* Low print quality caused by poor-quality or low-resolution design files
* Subjective dissatisfaction when the product meets the applicable product standard
* Invalid shipping label due to seller error
* Incorrect package information provided by the seller
* Incorrect pickup address provided by the seller

### 5. How to Submit a Claim
If your order has an eligible issue, create an **Order Issue** through the Gearment Portal.
Please:
1. Select the **Order ID**.
2. Choose the applicable **issue type**.
3. Describe the issue in detail.
4. Enter the **number of affected items**.
5. Attach the required **photos or supporting evidence**.
6. Select your preferred resolution, where applicable.
Please submit the claim within the applicable timeframe and include all required information. **Incomplete information may delay the claim review.** [**Learn how to create an Order Issue** ](https://help.gearment.com/en-us/article/instruction-to-use-issue-ticket-1n8wtqm/)

### 6. Refunds, Replacements & Support Timeframes

###### Refunds
Approved refunds are credited to the **G-Wallet by default**.
The refundable amount, including applicable **base cost, shipping fees, and handling fees**, depends on the approved claim resolution.

###### Replacement orders
Replacement orders require **1–3 business days before reshipment, depending on the product**.
Replacement orders cover the affected item(s) from the original order. Any additional cost for a **product upgrade or upgraded shipping service** will be charged separately.

###### Support response time
Support tickets and email inquiries are typically responded to within **1–2 business days**.
Shipping-related issues may require **3–5 business days for investigation by the shipping carrier**.

###### Overweight orders
Overweight shipments may be split into multiple packages. Separate tracking numbers will be available in the order details.

### 7. Cancel an Order Before Fulfillment
You may request to cancel an order before Gearment fulfills it. The refundable amount depends on the order status:
* **Order has not yet been printed:** Full refund
* **Order has already been printed:** Shipping fee only; the base cost is non-refundable
* **Platform orders:** Once the order has been printed, no refund will be accepted

###### Need Help?
If you're unsure whether an issue qualifies for a replacement or refund, submit an **Order Issue** through the Gearment Portal with the relevant order details and supporting evidence. Our Support team will review the case based on the applicable policy.

For full claim conditions, evidence requirements, resolutions, and exceptions: [View the Full Replacement & Refund Policy ](https://docs.google.com/spreadsheets/d/1WEKlq_HI77paTFoYTRiy0YUS96godR7W0IjE42V-sjI/edit?usp=sharing)