REFUND & RETURN POLICY
1. General Policy
Due to the nature of our products, GhillieRoot does not accept returns, exchanges, or refunds.
2. Handmade and Made-to-Order Products
The majority of GhillieRoot products are:
— handcrafted;
— manufactured specifically for each order;
— customized according to customer requirements.
Because of this, all sales are final.
3. No Returns and No Exchanges
❗ Returns, exchanges, or refunds are not offered under any circumstances, including but not limited to:
— change of mind;
— incorrect size or specification selected by the customer;
— subjective dissatisfaction with appearance or effectiveness;
— shipping delays caused by logistics providers.
4. Manufacturing Defects and Company Errors
An exception to our general no-return policy may apply if a product has a confirmed manufacturing defect or if the issue was caused by an error on the part of GHILLIEROOT.
This may include:
— a manufacturing defect;
— receiving the wrong product;
— receiving the wrong size, color, or product configuration due to an error by GHILLIEROOT;
— missing paid items or components from the order;
— another confirmed production, packing, or order fulfillment error caused by GHILLIEROOT.
To submit a claim, the customer must contact GHILLIEROOT within 48 hours of receiving the order.
The claim and all supporting materials must be sent by email to:
Please include the order number in the subject line.
The customer must provide:
— the order number;
— a clear description of the issue;
— clear photos or videos showing the reported defect or error;
— photos of the received product and all items included in the package;
— photos of the packaging if the product or package was damaged during delivery.
GHILLIEROOT will review the submitted information and respond within 3–5 business days.
The customer must not return the product before receiving approval and return instructions from GHILLIEROOT. Returns sent without prior authorization may not be accepted.
If the product needs to be returned for inspection, the customer must ship it within 7 calendar days after receiving return authorization and provide a valid tracking number.
The product must be returned in the condition in which it was received. It must not show signs of misuse, unauthorized alterations or repairs, improper care, accidental damage, or normal wear and tear.
Once the returned product has been received, GHILLIEROOT will inspect it within 5 business days.
If a manufacturing defect or another error by GHILLIEROOT is confirmed, we may offer one of the following solutions:
— repair of the product;
— replacement of the product or defective component;
— shipment of any missing items or components;
— replacement of an incorrectly shipped product;
— a refund if repair, replacement, or another suitable solution is not reasonably possible, or if a refund has been approved by GHILLIEROOT.
The appropriate solution will be determined based on the nature of the issue, product availability, and whether the product can reasonably be repaired or replaced.
Because many GHILLIEROOT products are handmade or made to order, repair or replacement may require an additional 2–10 business days.
5. Shipping Costs for Confirmed Defects or Company Errors
The customer must receive return instructions from GHILLIEROOT before sending the product back.
If a manufacturing defect or another error by GHILLIEROOT is confirmed, we will cover or reimburse reasonable return shipping costs, provided that the customer follows the approved return instructions and submits valid proof of payment for the shipment.
If a full refund is approved because of a confirmed manufacturing defect, an incorrectly shipped product, a packing error, a missing item, or another issue caused by GHILLIEROOT, the refund will include:
— the full purchase price of the affected product;
— the standard original shipping charge paid for the order;
— reasonable return shipping costs.
If the approved solution is a repair, replacement, replacement component, or shipment of a missing item, GHILLIEROOT will cover the reasonable shipping costs directly related to correcting the confirmed issue.
Shipping costs will be reimbursed only after the customer provides valid proof of payment, such as a shipping receipt or carrier invoice.
If the inspection shows that the issue was caused by misuse, accidental damage, improper care, unauthorized alterations or repairs, normal wear and tear, or another cause unrelated to a manufacturing defect or an error by GHILLIEROOT, the product cost and shipping expenses will not be reimbursed.
Express shipping charges, customs duties, taxes, storage fees, and other additional expenses will not be reimbursed unless they were approved by GHILLIEROOT in writing before shipment.
If a refund is approved, it will be issued to the original payment method within 5–10 business days after the inspection has been completed and the claim has received final approval.
The customer’s bank or payment provider may require additional processing time before the refunded amount appears in the customer’s account.
6. Order Cancellation
Orders cannot be canceled after payment.
Once payment is completed, the order is considered final and non-refundable.
