Refund and Returns Policy

At Vetgears, we’re proud to serve the veteran community with apparel and headwear made to order. If you’re not satisfied with your purchase, we offer a clear and fair return process. Because many of our items are print-on-demand (POD) and produced specifically for each order, return eligibility may differ from standard retail for “change of mind” situations. Please read the details below.

30-Day Easy Returns

You have 30 days from the day you receive your order to request a return or refund for eligible items. To be eligible, items must be unused, unwashed, unworn, and returned in original condition with tags (if applicable) and original packaging when possible. Restocking Fee: $0 – we do not charge any restocking fees for eligible returns. POD note: Items printed or made specifically for your order may have limited eligibility for returns due to “change of mind” (see “Return Costs” and “Non-Returnable Items”).

Return Policy Overview

Return Window: 30 days from the day you receive your order.
Condition: Items must be unused, unworn, unwashed, and in original condition (tags/packaging where applicable).
Easy Returns: Our support team will assist you throughout the process and provide return instructions if your return is approved.
Restocking Fee: $0 – no restocking fees for eligible returns.
Refund method: Refunds are issued to the original payment method unless otherwise agreed.

Return Costs

For Faulty / Damaged / Wrong Product / Never Arrived: No cost to the customer

We will provide a replacement or refund at no cost to you if any of the following occur (these are handled through one support process):

Faulty / Defective item

Manufacturing issues (e.g., torn seams, broken zipper, defective stitching, damaged hat structure).
Print defects (e.g., misprint, severe fading, significant alignment issues).

Damaged in transit (arrived damaged)

Item or packaging arrives damaged due to carrier handling.

Wrong product received

Wrong design, size, color, or different product than ordered.

Never arrived / Delivery issues

Tracking shows no movement for an extended period, or
Package is marked “Delivered” but not received, or
Package is confirmed lost in transit by the carrier.

What we may request (to verify and resolve quickly):

Photos of the issue/defect
Photos of the full item (front/back)
Photo of the packing slip (if included)
Photo of the shipping label on the package
For “delivered but not received”: confirmation of delivery address and any helpful notes (e.g., gate code), and we may ask you to check with household members/neighbors and/or your local post office/carrier

Timeframes for these cases (clear deadlines):

Damaged or wrong product: contact us within 7 days of delivery
Faulty/defective on arrival: contact us within 30 days of delivery
Never arrived / lost package: contact us within 30 days of the estimated delivery date (or within 7 days of a “Delivered” scan if tracking says delivered but you did not receive it)

If your claim is approved, we will issue a replacement or refund. In many defect/wrong-item cases, we may not require the item to be shipped back; we will confirm this in writing.

For Customer Remorse (Change of Mind): The customer pays the actual return shipping cost

If you ordered the wrong size, it doesn’t fit, or you no longer want the item, return eligibility depends on whether the item is considered made-to-order / POD.

If the item is eligible for return due to change of mind: the customer pays the actual return shipping cost.
If the item is not eligible (common for POD/custom items): we may be unable to accept a return for change of mind. Please see Non-Returnable Items below.

Original shipping costs are non-refundable.

How to Return an Item (Request Process)

This section explains exactly what you must do to request a return/refund.

Contact Us (Required): Email support@vetgears.com with:
- Order number
- Item(s) you need help with
- Reason (faulty/damaged/wrong item/never arrived/change of mind)
- Photos (required for faulty/damaged/wrong item; recommended for packaging issues)
Wait for Authorization (Required):
- Do not ship anything back until you receive return authorization and instructions.
- If a return shipment is required, we will email you the return address and shipping instructions.
Pack Your Item (If return shipment is required):
- Repack securely (folded apparel in a poly mailer/box).
- Include any tags/packaging when possible.
Send It Back (If instructed):
- Ship using the carrier/method provided in the authorization email.

Please do not send returns without approval/return authorization, as we may be unable to match the package to your order.

Refund Process (Time to Receive Refund + Method)

Refund Method

Approved refunds are issued to the original payment method (card/PayPal, etc.) whenever possible.
If the original payment method is unavailable, we may offer an alternative (such as store credit) only with your consent.

Refund Timming

Once approved, we issue the refund within 7 business days.

Exchanges

If you would like to exchange your item for a different size, color, or product, contact us at support@vetgears.com. Because our items are often made-to-order, exchanges are generally handled as one of the following (depending on your case):

Defective/incorrect item: we remake and ship a replacement at no cost.
Size change / preference change: exchanges may not be available for customized POD items; the fastest option may be to place a new order. If an exchange is possible, the customer may be responsible for return shipping and any price differences.

Cancellation After Ordering

Because POD items can enter production quickly:

You may request cancellation within 10 hours of placing the order, as long as production has not started and the order has not shipped.
If production has started or the order has shipped, cancellation may not be possible; you may still request a return after delivery if eligible under this policy.

Non-Returnable Items

For hygiene, safety, and production reasons, some items are not eligible for return. These products will be clearly marked as non-returnable. Common examples include:

Made-to-order / print-on-demand items returned due to change of mind (e.g., “I don’t like it anymore”)
Items that are worn, washed, used, or damaged after delivery
Items returned without original condition (e.g., strong odors, stains, pet hair)
Final sale / clearance items (if marked as such)
Gift cards (if applicable)
Certain items that cannot be returned for hygiene reasons, where applicable (e.g., some headwear liners/undergarments if you ever sell them)