Return and Refund Policy

Last Updated: Sept 9, 2025

We strive to ensure customer satisfaction with every purchase. Please review our return policy below to understand the conditions under which returns, refunds, exchanges, or replacements may be processed. For any questions or to initiate a return, please contact our Customer Support team.

Return Eligibility

• Timeframe: Returns must be requested within 7 days of the delivery date, except that returns for all Mothership products must be requested within 24 hours of delivery.

• Condition: Items must be unused, unopened, in their original packaging, and in the same condition as received. Proof of purchase (e.g., receipt or order number) is required.

• Non-Returnable Items: The following items cannot be returned:

• Used products, even if cleaned.

• Custom or personalized items.

• Items marked as final-sale, or gift cards (unless defective or damaged upon receipt).

• Buyer’s Remorse, Voluntary Returns, & Restocking Fees: All returns which are requested for any reason other than the item being damaged, defective, or incorrect (e.g. not the item you ordered) will be subject to a restocking fee of 15% of the subtotal for the item(s) you are returning, which will be deducted from your refund amount, and will require you to pay for all return shipping costs.

• Product Variations: Items with minor aesthetic variations or imperfections (e.g., slight size differences or cosmetic blemishes) may not qualify for returns or replacements.

Return Process

1. Contact Customer Support: To initiate a return, please contact Customer Support. Provide your order number, reason for return, and, if applicable, photos of the item and packaging. Do not ship any item without prior authorization from Headie.

2. Return Authorization (RA) Number: Approved returns will receive an RA number, which must be written on all sides of the return package. Unauthorized returns or packages without an RA number may be refused or disposed of without refund or replacement.

3. Return Shipping: Customers are responsible for all return shipping costs unless the return is due to our error (e.g., incorrect, damaged, or defective item). We recommend using a trackable shipping service and purchasing insurance for items valued over $75, as we are not liable for items that are lost or damaged during return shipment.

4. Inspection: Returns will be inspected upon receipt. Approved returns will be processed within 7–10 business days.

Refunds

• Refunds will be issued to the original payment method. Except for returns due to damaged, defective, or incorrect items, any original shipping costs you paid are non-refundable, and will be deducted from your refund total, as well as any applicable restocking fees.  

• Refunds typically take 7–15 business days to appear on your account, depending on your bank or credit card provider.

• If more than 15 business days have passed since refund approval, please contact Customer Support.

Exchanges

• We do not offer exchanges. Instead, see if your items are eligible for return using the return process provided above, and place a new order for the desired item.

Damaged, Defective, or Incorrect Items

• Reporting Timeframe: Report damaged, defective, or incorrect items within 3 days of delivery. Provide photos of the item, packaging, and shipping label to  Customer Support.

• Resolution:

• Damaged Items: After verification, we will either replace damaged items or issue a refund or store credit at our discretion. Safely dispose of broken glass and other damaged items.  Do not return them.

• Defective Items: After verification, we will either replace the defective item (e.g., if it has cracks, leaks, or airflow issues) or issue a refund or store credit at our discretion. In some instances, we may require you to return the item. If that’s the case, we will inform you and issue you a return label.

• Incorrect Items: We will issue a return label for incorrect items and send the correct product upon receipt of the return.

• Warranty: Although Headie provides no warranties for products offered on our site, certain manufacturers may provide a warranty, which may be detailed in the product's description on our site, and/or included with the product packaging. Warranty claims must be handled directly with the manufacturer. If you would like to initiate a warranty claim with a manufacturer, please contact Customer Support and we can direct you to the appropriate manufacturer contact.

Missing Items or Non-Delivered Packages

• Missing Items: Report missing items within 72 hours of delivery by contacting Customer Support. Check all packaging, as small items may shift during transit. Provide your order number and a description of the missing item to Customer Support.

• Non-Delivered Packages: If tracking shows the package as delivered, but it’s missing or stolen, file a claim with the carrier (e.g., USPS, UPS). Contact us to assist, but replacements or refunds may not be issued without carrier approval and confirmation.

Order Cancellations

• Orders made on Headie usually begin processing immediately after being submitted. For this reason, we are not generally able to cancel or change your order once you have submitted it. Contact Support if you need assistance. If the order has already shipped, please follow the standard return process.

For any other inquiries, contact Customer Support. We reserve the right to update this policy at any time. Check this page for the latest terms.