Refund policy
Refunds and Replacements
Every HoodNeck product is made to order specifically for the customer. Because of this, we do not accept returns or exchanges for selecting the wrong size or color, changing your mind, or buyer's remorse.
Please review all product descriptions and size information carefully before ordering.
Damaged, defective, misprinted, or incorrect items
If an item arrives damaged, defective, misprinted, or different from what was ordered, contact HoodNeck within 30 days of delivery. Include:
- Your order number
- A description of the problem
- Clear photographs showing the entire item and the problem
- A photograph showing all affected items together when multiple products have the same issue
Once the issue has been reviewed and approved, HoodNeck will provide a replacement or refund as appropriate. Customers are generally not required to return defective products.
Do not mail any product to HoodNeck or a fulfillment provider unless HoodNeck has provided written return instructions. Unauthorized returns may not be received or refunded.
Order changes and cancellations
Because production may begin shortly after an order is submitted, changes and cancellations are not guaranteed. Contact HoodNeck immediately if you need assistance. Once an order has entered production, it generally cannot be canceled or changed.
Incorrect or incomplete addresses
Customers are responsible for entering a complete and accurate shipping address. If an order is returned because of an incorrect address, incomplete address, refusal, or failure to claim the package, additional shipping charges may apply before it can be resent.
Refund processing
Approved customer refunds are issued by HoodNeck through Shopify to the original payment method. The time required for the refund to appear depends on the customer's bank or payment provider.
Contact
To request assistance, use the HoodNeck contact page or the store's current customer-service email. Please do not send products to any address without authorization.