Refund Policy

Last updated: October 31, 2026

This page is about money: when Hood Haven gives it back, how much comes back, where it goes and how long it takes. It does not repeat the packing and label steps for sending a hoodie back; those are on our Returns & Exchanges Policy page. Think of the two pages as a pair. The returns page gets the item to us, and this page explains what you receive once it is here, or once an order is cancelled before it ships.

What triggers a refund

Money comes back to you in a small number of situations. Each one has a different starting point, which is why the timing below is tied to a specific event rather than to the day you first emailed us.

Because shipping is free on every order, the amount you paid is the price of the items themselves. There is no separate shipping charge to argue over or to deduct.

How fast your money comes back

For a returned item, the clock starts on the day the parcel reaches us. From that day, we issue your refund within 7 days. We then email you a confirmation that names the order, the items covered and the amount.

After we issue a refund, your bank or payment provider still has to post it to your account. Most posts appear quickly, but the time it takes is set by them, not by us. If you see nothing a few days after our confirmation email, reply to that email. We will send you the refund details so you can quote them to your provider.

Why the return date matters more than the request date

Picture a parent in Australia who emails us on day 50 to return a zip-up that did not fit, then drops the parcel off a week later. The request is inside the 60-day window, so the return qualifies. The refund timing, though, follows the parcel: once it crosses back to the USA and arrives, the 7-day count begins. Keeping your drop-off receipt helps if you want to follow its progress.

Where the refund goes

Refunds go back to the same payment method you used at checkout. We cannot send a refund to a different card, account or person, because that would make it harder to trace and could open the door to fraud. If the original method has since been closed or replaced, your provider normally redirects the refund to the new account; if it does not, write to us and we will look for another way to settle it with you.

Choosing store credit instead

If you would rather keep the value at Hood Haven, perhaps because a younger sibling will want a hoodie next season, ask for store credit in your return request. Store credit never expires, so it is still there for next fall’s team order or a holiday gift two winters from now. Tell us your preference before we process the return; once a refund has been sent to your payment method, it cannot be turned into credit.

Gift orders

When someone returns a gift, the refund goes to the person who paid for it, on their original payment method. If the buyer and the recipient agree, the buyer can ask us for store credit instead, which the recipient can then use for a different size or style.

How much you get back

For a single returned item, you receive what you paid for that item. If a discount code applied to your whole order, the refund for one item reflects its share of the discounted total rather than the full list price, so the numbers add up to what you were actually charged.

Partial refunds on team and family orders

Large orders are often refunded in pieces. A team parent who ordered 14 hoodies and returns two receives a refund for those two hoodies only, and the other twelve stay with the team. A family that ordered five matching crewnecks across two separate orders, one per household, gets each refund on the order it belongs to. Our confirmation email lists exactly which items each refund covers, which makes it easier to settle up with other team parents who chipped in.

Items that come back worn or washed

For a change-of-mind or size return, we ask that items come back unwashed and unworn beyond a try-on. If an item arrives clearly worn, washed, stained or damaged after delivery, we email you before deciding anything, describe what we found and explain the options for that item. We never reduce a refund silently.

Personalised items and refunds

Every hoodie we sell is made to order with the names, numbers or wording from your order notes, and personalised items are still refundable within the 60-day return window. What changes is how we look at a complaint about the wording itself. We do not send a proof before production, so we compare the finished item with the notes you typed at checkout.

• If the hoodie matches your notes but you would now like different wording, the return counts as change of mind, and the refund is for the item price.
• If the hoodie does not match your notes, for example an embroidered name with a letter missing, that is our error. You choose between a refund for the item and a remake with the correct wording.
• If you spot a typo in your own notes within 24 hours of ordering, such as “MADISYN” that should read “MADISON”, email us to fix it before production. That avoids the refund route altogether.

Cancelled orders

You can cancel an order by emailing us within 24 hours of placing it. Once we confirm the cancellation, we refund the full amount you paid to your original payment method. The steps and the cut-off are explained on our Cancel or Change an Order page.

Occasionally we may have to cancel an order ourselves, for example if a payment cannot be confirmed, an address is outside our four delivery countries, or an artwork file cannot be used. If that happens, we email you and refund the full amount you paid.

Parcels lost or damaged on the way

If a parcel goes missing or arrives damaged, start by emailing us with your order number and, for damage, photos of the box, the label and the item. We will look into it with the carrier and come back to you with the options for your order, which can include a refund or a replacement. The delivery side of this, including what to check when tracking says delivered, is covered on our Shipping & Delivery page.

Taxes, duties and currency

Hood Haven does not collect sales tax at checkout, so there is no tax line in your order total and none to refund. For orders shipped to Canada, Australia or New Zealand, import duties or taxes depend on the destination country’s rules. If a border charge applied to your parcel and you have a question about it while returning an item, email us with your order number and we will look at your order with you. Your country’s customs service can also tell you whether any amount can be reclaimed when goods are sent back.

Refunds are issued in the same currency and amount you paid. If your bank converted the payment from another currency, it converts the refund back at its own rate on the day it posts, so the figure on your statement may differ slightly from the original charge. That difference comes from your bank’s exchange rate, not from a deduction by us.

Exchanges, store credit and refunds side by side

An exchange is not a refund. When you swap a youth YM for a YL in the same design, the new hoodie replaces the old one and no money moves, because the price is the same. If you swap for something that costs a different amount, such as a pullover for a quarter-zip, we treat it as a return plus a new order: the first item is refunded or credited, and the second is paid for as a normal order. Our reply spells out the numbers before anything is charged or refunded.

Store credit works like a refund that stays with us. It is issued for the same amount a refund would be, it never expires, and you can ask us at any time how much credit is left on your account by emailing support.

A refund from start to finish

Here is how one refund might run. A dad orders a crewneck in L, finds it too boxy and decides he would rather have his money back than swap sizes.

Duplicate charges and payment disputes

If you see the same order charged twice, or an amount you do not recognise, email us with the order number and the date and amount on your statement. We will check our records and explain what the charge is or refund a confirmed duplicate.

Please contact us before opening a dispute with your bank or payment provider. We can usually sort a problem out more quickly by email, and writing to us first does not take away any right you have with your provider. More about how payment works is on our Payment Methods page.

Your refund checklist

1. Confirm the item is within 60 days of delivery.
2. Request the return by email and say whether you want money back or store credit.
3. Send the item with the free label from our reply.
4. Look for our email once the parcel arrives; your refund is issued within 7 days of that date.
5. Allow your bank or provider time to post it, then reply to our confirmation if it has not shown up.

Questions about a refund

Email support@hoodhaven.shop with your order number and we reply within 24 hours on business days, or use our Submit a Ticket page. This policy is governed by the laws of Arizona, USA, and is offered by Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US.