Refund policy
Returns & Refunds Policy
At Highland Life, we take pride in the quality of our products and want you to feel confident in your purchase. Because our products are produced to order, returns must meet the conditions described below.
Please review this policy before placing an order.
14-Day Return Window
Eligible products may be returned within 14 calendar days after delivery, based on the carrier’s confirmed delivery date.
The return request must be submitted within the 14-day window. Once a return is approved, the product must be shipped within seven calendar days after the return instructions are provided.
Return requests submitted after the applicable return window may be declined.
Return Eligibility
To qualify for a return, the product must be:
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Unworn
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Unwashed
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Unused
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Unaltered
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In its original condition
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Returned with all original tags attached
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Free from deodorant, makeup, pet hair, lint, sweat, stains, odors, stretching, damage, or other signs of wear
Original product packaging should be included when reasonably available.
Highland Life reserves the right to deny a return when the product does not meet these conditions.
Trying on a garment briefly to determine its size or fit is permitted, provided the product remains clean, undamaged, and otherwise eligible under this policy.
Starting a Return
To submit a return request:
- Click the customer-account icon or the “Request a Return” link on our website.
- Enter the email address associated with your order.
- Enter the six-digit verification code sent to your email.
- Open the applicable order and select “Request return.”
- Select the product or products you would like to return.
- Choose the return reason and provide any requested information.
- Submit the request for review.
Submitting a return request does not automatically approve the return or guarantee a refund. Highland Life will review the request according to this Returns & Refunds Policy.
If the request is approved, the customer will receive return instructions and, when applicable, a return shipping label.
Requesting a Return by Email
Customers may also request a return by emailing support@highland-life.com and providing:
- Their full name
- Their order number
- The product they would like to return
- The reason for the return
- Photographs when requested
After reviewing the request, Highland Life will provide approval or denial and any applicable return instructions.
Do not mail a product to the address shown on the original package or directly to one of our fulfillment partners unless Highland Life specifically instructs you to do so.
Returns sent without prior authorization, sent to an unauthorized address, or mailed after the applicable deadline may be rejected and will not be refunded.
Return Shipping
Customers are responsible for return-shipping costs when returning a product because of:
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Incorrect sizing
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Fit
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Color preference
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Personal preference
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Accidental product selection
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Change of mind
Original shipping charges and return-shipping costs are nonrefundable unless the return resulted from a damaged, defective, misprinted, or incorrect product.
We strongly recommend using a trackable shipping service and retaining your shipping receipt. Highland Life is not responsible for an authorized return that is lost, damaged, or misdirected during return transit.
Refund Options
After an authorized return has been received, inspected, and approved, the customer may be offered the following refund options:
Refund to the Original Payment Method
The approved refund will be issued to the original payment method used for the purchase.
Original shipping charges and return-shipping costs are nonrefundable for returns resulting from sizing, fit, color preference, incorrect selection, buyer’s remorse, or a change of mind.
Highland Life Store Credit
Customers may voluntarily choose Highland Life store credit instead of a refund to their original payment method.
Store credit:
- Is issued to the customer account associated with the original order
- Can be applied toward eligible future purchases from Highland Life
- Is used as a payment method during checkout
- Is not issued as cash or transferred directly to the customer’s bank account
- Is not a promotional discount code
- Is not transferable between customer accounts
- Cannot be redeemed for cash except where required by applicable law
- Does not expire
The amount of store credit issued will equal the approved refund amount after any applicable return-shipping costs or other permitted deductions.
Any promotional bonus added to a store-credit refund will apply only when specifically offered by Highland Life.
The customer must select and agree to store credit before it is issued. Once store credit has been issued as the chosen refund method, the selection is final except where otherwise required by law or necessary to correct an error.
Store credit is optional. Customers are not required to accept store credit instead of an otherwise eligible refund to their original payment method.
Damaged, Defective, Misprinted, or Incorrect Products
For an approved damaged, defective, misprinted, or incorrect product, Highland Life may offer:
- A replacement at no additional cost
- A refund to the original payment method
- Store credit, when voluntarily selected by the customer
Customers will not be required to accept store credit when the product problem resulted from a manufacturing or fulfillment error.
Refund Timing
Approved refunds to the original payment method will be submitted within 10 business days after the returned product has been inspected and approved.
Your bank, credit-card provider, or payment service may require additional time to process and post the refund.
Approved store credit will be added to the customer’s Highland Life account. The customer may need to sign in to their customer account or use Shop Pay for the available store-credit balance to appear at checkout.
If more than 15 business days have passed since Highland Life confirmed approval of a refund to the original payment method, contact support@highland-life.com.
Exchanges
Because Highland Life products are produced to order, we do not guarantee direct product-for-product exchanges.
To obtain a different size, color, or product, contact us within the 14-day return window. An eligible original product must be returned according to this policy.
Customers are responsible for applicable return-shipping costs when requesting a different size, color, or product because of personal preference or an incorrect selection.
Product availability cannot be guaranteed while a return is in transit.
Nonreturnable Products
The following products are not eligible for return unless they were received damaged, defective, misprinted, or incorrect:
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Products that have been worn, washed, used, altered, or damaged after delivery
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Products without their original tags
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Products showing stains, odors, makeup, deodorant, pet hair, sweat, stretching, or other signs of wear
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Underwear and other intimate garments
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Swimwear without an intact hygiene liner or protective seal
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Personalized products created using customer-provided names, wording, images, or specifications
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Products specifically marked “Final Sale” before purchase
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Gift cards
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Digital products or downloads
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Products returned outside the applicable return window
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Unauthorized returns
The fact that a product was purchased using a general promotional code does not automatically make it final sale unless it was specifically identified as final sale before purchase.
Refund Inspections
We will notify you after your authorized return has been received and inspected.
If the return is approved, the eligible refund will be issued to the original payment method. Highland Life cannot issue a refund to a different card, bank account, or payment method.
Products that fail inspection may be denied a refund. When reasonably possible, we will contact you regarding the reason for the denial and any available next steps.
Refused or Unclaimed Deliveries
Refusing a delivery or failing to claim a package does not constitute an authorized return.
Packages returned because of an incorrect address, unpaid customs charges, refused delivery, or unsuccessful delivery attempts are not automatically eligible for a full refund.
Any eligible refund may be reduced by original shipping charges, return shipping, customs expenses, or other costs incurred by Highland Life.
Excessive or Suspicious Return Activity
Highland Life reserves the right to limit or refuse returns associated with fraudulent activity, policy abuse, excessive return behavior, chargeback abuse, or repeated violations of this policy.
Any decision will be made reasonably and in accordance with applicable law.
Legal Rights
Nothing in this policy is intended to limit rights or remedies that cannot legally be excluded under applicable consumer-protection law.
Contact Us
For questions about a return, refund, order, or product, contact:
We will respond as soon as reasonably possible during normal business hours.
Final Policy Authority
Highland Life reserves the right to:
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Deny any return that does not meet the conditions above
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Limit or refuse returns from accounts showing excessive or suspicious return activity
By placing an order, you acknowledge and agree to this return policy in full.
If you have any questions regarding our return policy, an order, or product details, please contact our support team at:
email: support@highland-life.com
We’re happy to assist and will respond as soon as possible during normal business hours.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@highland-life.com.
