Refund policy
Refund and Exchange Policy
You will have 15 days from the day you receive your item(s) to reach out and request an exchange or refund for the item(s) you wish to return. Once we have confirmed your return request, you will have an additional 15 days (total) to return the product to Pillowhead Merch. To start the return process, please contact us at hotwatermusic.help@gmail.com or through your purchase page. Please allow us up to 48 hours to get back to you. This does not include weekends and holidays. If you qualify for a refund/exchange, you will receive instructions on how and where to send your item(s).
Please note: The original shipping cost is non-refundable and the purchaser is responsible for all shipping costs on returns and exchanges, unless we are correcting a mistake on our part.
To qualify for a refund or exchange, item(s) must still be in new condition, still have their tags, and CAN NOT be soiled, washed, worn, damaged, or used. You will also need to provide your order number when contacting us regarding your purchase.
We do not accept returns on the following items:
- Personalized/Customized Items
- Undergarments, e.g., Underwear, Bras, Swimsuits, etc.
- Perishable Items
- Flammable Items
- Media Items, e.g., Books, Vinyl Records, DVDs, CDs, Cassettes
- Sale Items
Please contact us if there is a print issue, your item is damaged, you have been sent the wrong size/item, or if you have any issues with playback of media items such as records, DVDs, CDs, cassettes.
Please Note: It is normal for there to be cosmetic flaws in vinyl records due to the pressing and packaging process, we are not responsible and do not offer refunds or exchanges for these minor defects on the vinyl and vinyl sleeve.
We are not responsible for items lost or damaged in shipping.
