Política de reembolso

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, patches, or any other personalized details.

Due to the nature of our products, returns are not accepted except where required by applicable consumer protection laws.

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

3. Exchanges & Replacements

We will gladly offer a free replacement or another suitable 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 calendar days of delivery and include:

  • Your order number.
  • Clear photos of the issue.

Requests submitted without clear photos or other reasonable evidence may not be eligible for review or approval, as our Quality Control team must verify the issue before authorizing any replacement, refund, or return.

4. Refunds

Refunds are only issued when:

  • A replacement is not possible; or
  • The issue cannot reasonably 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 the shipment with the carrier and provide an appropriate solution.

Please note that international shipments may experience temporary pauses in tracking updates while traveling between countries or awaiting processing by the destination carrier. This is a normal part of international shipping.

6. Non-Eligible Situations

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

  • Incorrect size selected by the customer after reviewing the published size chart.
  • Incorrect or incomplete shipping address provided during checkout.
  • Unclaimed or refused packages.
  • Products that have been worn, washed, altered, or used, unless a verified manufacturing defect exists.
  • Delays caused by customs clearance, government inspections, weather conditions, carrier operational delays, or other circumstances beyond our control.

7. Chargebacks & Payment Disputes

If you experience any issue with your order, we kindly ask that you contact Heritage Eleven before initiating a chargeback or payment dispute.

Our support team is committed to resolving any legitimate concern quickly and fairly.

Please note that initiating a chargeback without first contacting us may delay the resolution process, as we will provide the payment processor with all available evidence, including order confirmations, tracking information, product photos, and our published store policies.

8. Contact Information

If you have any questions, please contact us:

Email: support@heritageeleven.store

WhatsApp: +1 (575) 265-8612