B2B Wholesale Return Policy

Effective Date: December 2025 | Last Updated: December 2025

At HEDiGEAR, we stand behind the quality of every HEDi-PACK and patch we produce. Our gear is built to honor life's defining moments, and we maintain strict quality standards with our manufacturing partners to ensure your team receives products worthy of the stories they represent.

We understand that wholesale orders require careful planning and investment. This policy protects both your business and ours while maintaining the exceptional service standards that define the HEDiGEAR brand.

Returns Due to Manufacturing Defects

We've got you covered. If your order arrives with manufacturing defects, we will make it right.

Qualifying Defects Include:

  • Faulty stitching or seams
  • Defective zippers (non-YKK equivalent or malfunctioning)
  • Velcro panels that fail to adhere properly
  • Color bleeding or material flaws
  • Patches with damaged backing or irregular cuts
  • Any damage that occurs during shipping

Our Process:

  1. Photo Documentation Required: Email photos of the defective items to [support email] within 7 days of delivery
  2. Rapid Review: We'll review your claim within 24 hours
  3. Resolution: We will provide full replacement of defective items at no charge, OR credit toward your next order equal to the defective items' value
  4. Return Shipping: HEDiGEAR covers all return shipping costs for verified defects
  5. No Restocking Fee: Quality issues are on us—zero restocking fees applied

Quality Standards We Maintain:

  • <2% defect rate tolerance across all products
  • All backpacks undergo quality inspection before shipment
  • Manufacturing partners held to strict specifications

Returns Due to Change of Mind

We understand plans change. However, once your wholesale order has shipped, we must protect our business from the costs associated with returned inventory.

Important: Once an order has been marked as "shipped," the following policy applies if you decide to return items for any non-defect reason (change of mind, ordering error, no longer needed, etc.).

Cost Structure for Change-of-Mind Returns:

Your business will be responsible for:

  • Original Outbound Shipping Costs – The shipping cost HEDiGEAR paid to deliver your order to you
  • Return Inbound Shipping Costs – The cost to ship the products back to our fulfillment center
  • 25% Restocking Fee – Applied to the product subtotal to cover:
    • Warehouse labor for receiving and inspection
    • Repackaging and inventory restocking
    • Administrative processing
    • Quality verification before items return to active inventory

Example Calculation:

Line Item Amount
Original Order Subtotal $2,000.00
Original Outbound Shipping $85.00
Total Order Paid $2,085.00
Return Deductions:
25% Restocking Fee (on $2,000 subtotal) -$500.00
Original Outbound Shipping (non-refundable) -$85.00
Return Inbound Shipping (your cost) -$85.00
Refund Amount $1,415.00

Return Process for Change-of-Mind:

  1. Contact us at [support email] within 14 days of delivery to request return authorization
  2. We will provide a Return Authorization (RA) number and return shipping instructions
  3. Products must be returned in original, unused condition with all tags/packaging intact
  4. Once received and inspected, your refund (minus applicable fees) will be processed within 7 business days

Non-Returnable Items:

  • Custom-designed patches created specifically for your organization
  • Name tapes personalized with team member names
  • Products that have been used, worn, or show signs of handling beyond inspection
  • Orders placed more than 14 days ago

Damaged in Transit

If your order arrives with visible shipping damage (crushed boxes, torn packaging, etc.):

  1. Do not refuse the shipment – Accept delivery and document damage immediately
  2. Photograph everything – Box damage, internal packaging, and damaged products
  3. Contact us within 48 hours at [support email]
  4. We will file a claim with the carrier and send replacements at no cost to you

B2B Order Modifications Before Shipping

Need to make changes? Contact us immediately at customerservice@hedigear.com or sales@hedigear.com.

  • If your order has not yet shipped, we can often modify quantities, colors, or patch selections at no charge
  • Once an order is in production or has shipped, modifications are subject to this return policy

Questions or Concerns?

We're here to help your team look great while celebrating the moments that matter.

Email: customerservice@hedigear.com or sales@hedigear.com

Response Time: Within 24 hours (usually much faster)

For orders over 100 units, you'll have direct access to Bret Hedican, HEDiGEAR's founder, for personalized support throughout your order process.

Why This Policy Exists

HEDiGEAR is a lean, founder-led company committed to quality and exceptional service. Unlike large corporations with massive warehouses, every return impacts our cash flow and our ability to serve other teams waiting for their custom gear.

This policy ensures we can:

  • Continue offering competitive wholesale pricing
  • Maintain inventory for teams who need gear quickly
  • Invest in quality manufacturing partnerships in Taiwan and Vietnam
  • Provide the exceptional customer service that defines our brand

We stand behind our quality 100%. Defects are rare, but when they happen, we make them right immediately. For change-of-mind returns, we simply ask that you share in the real costs that returned inventory creates for our small team.

Your story matters. Your team's story matters. Let's make sure the gear that represents those moments is exactly right.

— The HEDiGEAR Team