Refund policy
We hope you love your purchase! However, we understand that shopping online can make it difficult to know exactly how a product will fit. If you're not completely satisfied, we're here to help.
Exchange Eligibility
We do not offer direct product exchanges.
Once your returned item has been received and approved, you will be issued a gift card equal to the value of the returned item at the time of purchase. You may then use this gift card to purchase your preferred replacement item on our website.
Please note that we do not issue refunds to the original method of payment. Approved returns are eligible for store credit only, issued in the form of a digital gift card.
You may request an exchange for any regular-priced item within 30 days of receiving your order.
To be eligible for an exchange, the item must be:
- Unworn and unwashed;
- In its original condition;
- Returned with all original tags attached;
- Returned in its original packaging;
- Accompanied by proof of purchase.
Items returned without a prior exchange request will not be accepted.
Please note that store-purchased items must be returned to the original retailer and are subject to that retailer's return policy.
How to Request an Exchange
To start an exchange, please submit a request through the Returns section of our website.
Once your request has been approved, we will provide instructions on how to return your item. For returns within Canada, a prepaid return shipping label will be emailed to you once the applicable return fee has been paid.
Return Shipping Fees
A $5 administrative fee applies to all returns. If the return is not related to a manufacturing defect or another reasonable issue approved by our team, the customer is also responsible for the cost of the return shipping label.
These fees must be paid before a prepaid return label can be issued.
If the return is due to a manufacturing defect or another reasonable issue, we will cover both the administrative fee and the return shipping costs.
Exchanges
We do not offer direct product exchanges.
Once your returned item has been received and approved, you will be issued a gift card equal to the value of the returned item at the time of purchase. You may then use this gift card to purchase your preferred replacement item on our website.
Damaged or Incorrect Items
Please inspect your order upon arrival.
If your item is defective, damaged, or if you received the wrong item, please contact us as soon as possible so we can evaluate the issue and make it right.
Non-Returnable & Non-Exchangeable Items
The following items cannot be returned or exchanged:
- Custom or personalized products;
- Personal care products;
- Gift cards.
In addition, we do not accept returns or exchanges on:
- Sale items;
- Discounted products;
- Warehouse sale purchases;
- Any item marked as final sale.
All final sale purchases are non-returnable and non-exchangeable.
We do not accept returns for items damaged due to misuse, abnormal wear, or improper care.
Gift Card Issuance
Once we receive and inspect your returned item, we will notify you of the status of your exchange request. If approved, a digital gift card for the value of the returned item will be emailed to you.
If more than 15 business days have passed since your return was approved and you have not received your gift card, please contact us through our website.
Need Help?
If you have any questions about your order or need assistance with a return, please contact us at hello@headsterkids.com. We’ll be happy to help.