Return Policy - Held Gear

General Info

Held Gear offers to customers a return policy lasting 45 days. If 45 days have passed since the date of purchase, the terms of this policy no longer apply.

There is no restocking fee on returned items.

For items purchased directly from heldgear.com, returns must be fulfilled by mail. The return address is provided below.

Held Gear and customers may absorb the cost of additional shipping in any exchange.

Return shipping is paid at the expense of the customer when the product received matches the order fulfilled, and the product matches its description, and is not defective.

Once an item is received and inspected, the customer will receive an email confirming receipt of the item and the status of their return.

Customers may request an exchange, or a full refund. For a full refund, the item must be in the same condition that it was received, or with its defective components.

If the item is defective and it can be repaired, it will be repaired and returned. If not, it will be exchanged. If replacement isn’t possible, a full refund will be provided.

Items damaged by the customer are not eligible for a full refund.

Customers may request an exchange for an item for any reason.

Customers are encouraged to visit the contact page to initiate communication about returns.

Items purchased through a third-party merchant, in person or online, must use the process provided by the merchant.

All orders from heldgear.com are supported by this return policy.

Repairs

Held products are built to last. If there is a material failure in the integrity of any Held product within one year of purchase, please ask for a free repair.

Please review the repair and customize page.

Refunds

There are certain situations where only partial refunds are granted:

Any item that is customer-damaged, or missing parts upon return for reasons not due manufacturing error.
Items damaged by the shipping service and covered by shipping insurance.
Any item that is returned more than 45 days after purchase.

Sale/discounted items will be refunded at the full sale price.

Original shipping charges are non-refundable. “Full refund” does not include fulfilled shipping services.

Late or Missing Refunds

Refunds will be received in the same customer account from which the purchase was made.

Heldgear.com does not maintain payment information directly and relies on the marketplace platforms operating herein to automate financial transactions.

Refunds will be confirmed as processed by marketplace platforms and relayed to the customer.

If a customer hasn’t received a refund payment in the full amount of the item where they are expecting it, they should first inquire with the financial institution who processed their payment.

If more than one week has passed since the refund was processed, please contact us.

We will engage with our marketplace platforms to resolve any unfulfilled refunds.

Gift Refunds

If the item was marked as a gift when purchased and shipped directly to the recipient of the gift, the recipient may receive a gift credit for the value of the return. Once the returned item is received, a checkout code will be provided discounting the full value of the item.

Exchanges

Exchanges are accepted with the same terms as above: The customer is responsible for shipping their item.

USPS Ground Advantage is recommended, or any service with tracking and insurance included.

We cover the cost of shipping the customer’s replacement product in the exchange.

The time it may take for an exchanged product to reach the customer may vary depending on the destination location.

To accelerate the process of an exchange, a customer may simply put in another order, and when the item being returned is received it will be fully refunded according to the terms of this policy.

Shipping Returns

MAILING ADDRESS

Held Gear
8001 Castor Avenue
PMB 328
Philadelphia, PA 19152-2701

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 item.