Refund Policy

Effective Date: 09/15/2025
Applies to: www.highwayhannah.com (“we,” “us,” “our”)

Thanks so much for supporting Highway Hannah! I want you to be excited when your order arrives. This policy explains shipping, returns, exchanges, and refunds in detail.

1) Shipping Timeline

Processing & ship time: All in-stock orders ship within 7 days of purchase.

Tracking: A shipping confirmation email with tracking will be sent once your order ships.

Pre-Sale timelines: Estimated ship dates for Pre-Sale items are shown on the product page and in your order confirmation. If your order includes both in-stock and Pre-Sale items, they may ship separately.

2) Pre-Sale Merchandise (Exchange-Only)

Exchange only: All Pre-Sale items are non-refundable but may be exchanged.

If damaged or defective: We’ll gladly send a replacement of the same item (if available).

If exchange isn’t possible: If the same item is unavailable, we’ll provide a gift card equal to the purchase value, which can be used toward any future order.

How to request: Email [Insert Contact Email] within 7 days of delivery with your order number, description of the issue, and clear photos (item, packaging, and shipping label).

3) Standard (Non-Pre-Sale) Merchandise

Return window: Returns or exchanges may be requested within 14 days of delivery.

Condition: Items must be new, unused, unwashed, and in original packaging with all tags/labels attached.

What we offer:
- Refund to the original payment method (minus shipping), OR
- Exchange for another size/item (if available), OR
- Store credit (gift card) for future use.

Not eligible: Worn/washed items, items missing packaging/tags, digital downloads, gift cards, “mystery” items, and any product marked “non-returnable” on its page.

Initiating a return/exchange: Contact [Insert Contact Email] with your order number and request. We’ll reply with return instructions.

Return shipping: Unless the error was ours, customer is responsible for return shipping. We recommend a trackable method.

Processing time: Refunds or exchanges are processed within 5–7 business days of receiving the returned item.

4) Damaged, Defective, or Incorrect Items

Notify us within 7 days of delivery.
Email [Insert Contact Email] with your order number and photos of the damage/issue.
Resolution: Replacement (if available) or a gift card equal to the item value.
Please keep all original packaging until we confirm next steps.

5) Lost, Delayed, or Marked “Delivered”

Delays: Shipping carriers may experience delays. Please check your tracking link.

Marked delivered but missing:
- Check with neighbors or household members.
- Wait 24–48 hours (sometimes carriers scan early).
- If still missing, contact us to start a carrier trace/claim.

Theft: We’re not responsible for packages stolen after delivery, but we’ll provide documentation for your carrier claim.

6) Wrong Address / Undeliverable Orders

Before shipping: Contact us immediately to update address errors.

Returned to sender: Orders returned due to incorrect or undeliverable addresses can be:
- Reshipped (additional shipping cost applies), OR
- Refunded (for standard items only; Pre-Sale remains exchange/gift card).

7) Refunds & Gift Cards

Refunds: Processed back to the original payment method. Banks may take 3–10 business days to post.
Gift cards/store credit: Issued by email and never expire.
Shipping fees: Original shipping charges are non-refundable unless we made a mistake.

8) Exchanges

Fastest option: Place a new order for the item you want, then return the original for a refund (if eligible) or store credit.
Standard process: Contact us and request an exchange. We’ll confirm stock and hold the item for 3 business days while awaiting your return.

9) International Orders (if applicable)

Customs/duties/taxes: Local import charges are the customer’s responsibility and non-refundable.
Returns: International customers pay return shipping; packages must be trackable.
Timing: Refunds may take longer due to customs processing.

10) Bundles, Promotions & Gifts

Bundles/sets: Must be returned complete to qualify for a refund/exchange.
Promo/freebies: Promotional items are non-returnable and may affect refund value if not returned with the original order.
Gifts: Refunds are issued to the original purchaser, but we can provide store credit to the gift recipient upon request.

11) Price Adjustments

We do not honor price adjustments on past purchases.

12) Out-of-Stock Situations

If an item becomes unavailable after your order, we’ll notify you and offer a replacement or full refund (for standard items) or a gift card/exchange (for Pre-Sale).

13) Contact Us

If you have any questions about this policy or need help with an order, reach out at:
Email: help@highwayhannah.com
Website: www.highwayhannah.com