If you purchased through a third-party merchant, in person or online, please use the process provided directly with them. All orders from heldgear.com are supported by this return policy.
Our return policy lasts 45 days. If 45 days have passed since the date of purchase, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Return shipping for a full refund, with a product that matches its description and is not defective, is paid at the expense of the customer.
Once your return is received and inspected, you will receive an email confirming receipt of the item.
If the item is defective but you want it replaced, and it can be repaired, it will be, and returned with shipping at our expense. If not, it will be replaced. If replacement isn’t possible, a full refund will be provided.
Held products are promised to be durable, however a proper warranty program is not available. If there is a material failure in the integrity of a Held product within one year of purchase, please ask for a free repair.
Held products are built to last, however, metal hardware can be faulty and over time, edges can fray and notches can wear down. Repairs can be made for a small fee, and reinforcement can be purchased as stands-alone items in the shop applied to your old item.
Please review our repair and custom work page.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due manufacturing error.
- Any item that is returned more than 45 days after purchase.
Late or missing refunds
If you haven’t received a credit where you are expecting it, first check your bank, credit card company, or payment service.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale/discounted items will be refunded at the sale price.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a checkout code will be provided discounting the value of the item.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the buyer.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
8001 Castor Avenue
Philadelphia, PA 19152-2701
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us for questions related to refunds and returns.