Refund policy

At Heritage Eleven, all products are made to order to ensure quality and exclusivity. Please read our policy carefully before placing your order.


1. Order Cancellation

You may cancel or modify your order within 12 hours of purchase.

After this period, production may have already started and changes may no longer be possible.


2. Returns & Right of Withdrawal

If you are located in the European Economic Area (EEA), you generally have the right to withdraw from your purchase within 14 days of delivery.

However, this right does not apply to:

  • Products that are made to order or produced on demand
  • Items customized with names, numbers, or personal details

Due to the nature of our products, returns are therefore not typically accepted.

We strongly recommend checking the size chart carefully before placing your order.


3. Exchanges & Replacements

We will gladly offer a free replacement or solution in the following cases:

  • The item is defective
  • The item is damaged during shipping
  • You received the wrong product

To request assistance, please contact us within 7 days of delivery and include:

  • Your order number
  • Clear photos of the issue


4. Refunds

Refunds are only issued when:

  • A replacement is not possible, or
  • The issue cannot be resolved

Approved refunds will be processed to your original payment method.

Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.


5. Shipping Issues

If your order is significantly delayed beyond the estimated delivery timeframe, please contact us.

We will investigate and provide a suitable solution.


6. Non-Eligible Situations

We are unable to offer refunds or replacements in the following situations:

  • Incorrect size selected by the customer
  • Incorrect address provided at checkout
  • Unclaimed or refused packages


7. Contact Information

If you have any questions, please contact us:

Email: support@heritageeleven.store

WhatsApp: +1 (575) 265 8612