Refund & Return Policy

HWA Merch — a division of HWA, Inc.

Every item we sell is printed and made specifically for you after you place your order. This allows us to offer original designs, but it also means we handle returns differently from a department store. Please review this policy before ordering.

Damaged, Defective, Misprinted, or Incorrect Items

If your order arrives damaged, defective, misprinted, or different from what you ordered, contact us at support@hwamerch.com within 30 days of receiving it.

Please include:

Your order number
Clear photographs showing the problem
A photograph of the shipping label or packaging if the damage occurred during delivery

We will review the claim. If we confirm a manufacturing defect, printing error, incorrect item, or shipping damage, we will provide an appropriate replacement or other approved resolution at no additional cost.

Manufacturing defects may include problems such as a failed seam or defective fabric. Normal wear, accidental tearing, misuse, alterations, or damage caused by improper washing or care are not covered.

Packages Lost in Transit

If tracking stops updating or your package appears to be lost in transit, contact us at support@hwamerch.com within 30 days of the estimated delivery date.

Please include your order number and confirm the delivery address used for the order. We will review the tracking information and work with the carrier or production partner when necessary. If the package is confirmed lost in transit, we will send a replacement at no additional cost.

Packages Marked Delivered but Not Received

If tracking shows that your package was delivered but you cannot find it, please first:

Check around the delivery location
Ask other members of your household and nearby neighbors
Contact the carrier or local post office for delivery details

Then contact us within 30 days of the reported delivery date with your order number and the results of your carrier inquiry.

We will review the tracking information and circumstances. A delivered tracking scan does not automatically qualify an order for a refund or replacement. Any resolution will depend on the available delivery information and the results of the carrier or production-partner investigation.

Wrong Size, Wrong Color, or Change of Mind

Because every item is made specifically for you after your order is placed, we cannot accept returns or exchanges for:

Selecting the wrong size
Selecting the wrong color
Changing your mind after ordering
Preferring a different fit, style, or color after receiving the item

The 30-day damaged-item reporting period does not apply to these situations.

Please review the product-specific Size Guide located beside the size selector and before the Add to Cart button. Compare the listed measurements with an item you already own that fits comfortably before placing your order.

If you receive a size or color different from the one shown on your order confirmation, that is considered an incorrect item and is covered under the damaged or incorrect-item section of this policy.

Order Changes and Cancellations

If you need to change or cancel an order, contact us immediately at support@hwamerch.com.

We will make every reasonable effort to help if production has not started. Because orders can enter production quickly, we cannot guarantee that an order can be changed or canceled after it has been placed.

Once production begins, the order cannot be canceled or changed.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you discover an address mistake, contact us immediately. We will attempt to correct it if the order has not entered production or shipping.

If an incorrect or incomplete address causes the package to be returned, lost, undeliverable, or disposed of by the carrier, the order does not qualify for a free replacement or refund. We will help determine what options remain available, but the customer may be responsible for the cost of reprinting and reshipping the order.

If HWA Merch or its production partner caused the address error, we will correct the problem at no additional cost.

Approved Replacements and Refunds

Please do not mail an item back unless HWA Merch specifically instructs you to do so. Because our products are made to order, returning an item without prior approval does not guarantee a replacement or refund.

When a claim is approved, HWA Merch may provide:

A replacement of the same item at no additional cost
A refund to the original payment method
Another appropriate resolution agreed upon with the customer

The resolution will depend on the circumstances of the claim and product availability.

Approved refunds are issued to the original payment method. After the refund is processed, it may take 5–10 business days to appear on your account, depending on your bank or payment provider.

Original shipping charges are refundable only when the order was damaged, defective, incorrect, or confirmed lost due to an error by HWA Merch, its production partner, or the carrier.

Personalized or Customized Items

Personalized or customized products cannot be returned, exchanged, or refunded because of information supplied or approved by the customer.

Customers are responsible for carefully checking all names, dates, photographs, colors, sizes, spelling, and other personalized details before approving a design proof or placing an order.

If HWA Merch produces an item differently from the customer-approved proof, or if the item arrives damaged or defective, the problem is covered under the damaged or incorrect-item section of this policy.