Refund policy

Returns & Exchanges Policy

At Hetero-Masculine Man (HMM), we are committed to providing premium quality products. Because our items are made-to-order specifically for you, we have established the following policy to ensure a smooth experience.

Damaged or Defective Products

If you receive an item that is damaged or has a manufacturing defect, we will provide a free replacement or a refund.

  • Reporting Period: You must report the issue within 30 days of the product being delivered.

  • Required Proof: Please contact our support team with your order number and clear photos showing the specific issue or damage.

  • Resolution: Once the defect is verified, we will arrange for a reprint to be sent to you at no additional cost, or issue a full refund to your original payment method.

Package Lost in Transit

If your order does not arrive by the estimated delivery date, please notify us.

  • Claims Window: All claims for lost packages must be submitted no later than 30 days after the estimated delivery date.

  • Eligibility: We will cover the costs of shipping a replacement order if the loss is confirmed by the carrier tracking details.

Address Issues & Unclaimed Shipments

It is the customer's responsibility to provide an accurate and complete shipping address.

  • Incorrect Address: If a package is returned to our production facility because of an incorrect address provided by the customer, you will be responsible for the reshipment costs once we have confirmed an updated address with you.

  • Unclaimed Packages: Shipments that go unclaimed and are returned to our facility will also require a reshipment fee to be sent out again.

Returns & Exchanges (Change of Mind)

Because HMM products are custom-made specifically for each order, we do not offer returns or exchanges for "change of mind" or incorrect size selection.

  • Size Selection: We encourage all customers to review the size charts provided on our product pages carefully before finalising a purchase.

  • Custom Production: Since each piece is printed and manufactured upon request, we cannot restock or resell returned items.

How to Start a Claim

To report a damaged item or a lost package, please email our support team at [Insert Email Address]. Please include:

  1. Your Order Number.

  2. A brief description of the issue.

  3. High-resolution photos (if the item is damaged).

Hetero-Masculine Man (HMM) reserves the right to refuse a refund or replacement if the request falls outside the 30-day window or if the damage is determined to be the result of personal wear and tear or improper washing.