Skip to content

Returns

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and photo and videos of opening the package.

Requests for returns are considered only for manufacturing defects. If you have requests resulting from a defective item please reach out to us for more information on how to proceed, granted they respect the following conditions:

  • The damage was not caused due to faulty usage.
  • The damage was not caused in transportation. 
  • The condition of defects should be brought to our attention by email within 7 days of receiving the products.
  • Supporting photographs and videos of unpacking the items should be mailed for the request to be considered.

To start a return, you can contact us at hello@thehighwall.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@thehighwall.com.

Damages and issues

Please inspect your order upon reception and capture photos and videos while unpacking and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Custom products (such as special orders, made to order, or personalized items) cannot be returned since its made for your specific preferences. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellation

Once an order is placed, our fulfilment team is on it immediately. Hence we are not able to accommodate any order cancellations. However, you may write to us at hello@thehighwall.com with our request and we can check if the request can be accommodated based on a case to case basis.