We are happy to make any changes necessary for fit or preference. At HighlandsFightGear.com, we are an internet reseller of products from brand name companies; we are not the manufacturers. All warranties and return policies are set by the manufacturers we sell for, so details of return policies apply to the specific product but may differ from others. Please take a moment to examine your package and make sure you have ordered and received exactly what you wanted. If you are missing an item, please keep the original packing materials as our shippers may need pictures of it. If you are missing an item from your order and you cannot produce the original packaging materials, your return/refund is null and void.
Contact us immediately if you have any concerns so we can issue you an Return Merchandise Authorization (RMA) if necessary. Please do not send back any products without contacting us first. You can contact us by email at firstname.lastname@example.org. If you send a return back to us without contacting us first, we will not accept it. Most of the products we sell at HighlandsFightGear have a 30 day return policy. We will not accept returns/exchanges after this point (calculated from the ship date). Products from Cliff Keen, Matguard USA, Macho and Championship Production DVDs all have a 10 day return policy. Returns of products from Cliff Keen and Macho are assessed a 15-20% re-stocking fee as per their corporate policies. Returns for exchanges are not assessed re-stocking fees in most cases. Returns for refunds (that are not because of defective merchandise) may be assessed a 20-30% re-stocking fee based on our discretion. Any products used or washed outside of the manufacturer's guidelines will be ineligible for returns/refunds.
All items accepted for return must be in the original condition, meaning brand new. Footwear must be in the original shoebox. Shorts or t-shirts that came in a bag must be returned in the original bag, if not a re-stocking fee may be applied. There will be an additional 10% restocking fee for damaged shoeboxes. Worn or washed items will not be accepted for return or exchange. Returned items with make-up, deodorant marks, stains, pet hair or traces of dirt will not be accepted for return or exchange. Items must be returned in resalable condition, with hand tags attached. Special orders or custom-made items are not returnable. We will only refund shipping charges if we sent the wrong item or the item sent was defective, otherwise shipping is non-refundable and return shipping is customer's cost. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item. Wrestling headgear that has been worn for training or competition is non-returnable. Cliff Keen Signature headgear (or similar types) that has been adjusted to fit is also non-returnable.
Customer is responsible for all shipping charges on returned merchandise. As a drop shipper, we are not the manufacturer of the products we sell. If you receive a defective item, we will provide you with an RMA number for the return/exchange and contact info of the manufacturer. It's up to the customer to discuss return shipping charges with the manufacturer, however we do not cover these charges. Shipping is Non-Refundable. This includes Canadian Customs fees charged at the Canadian/US border.
Pre-ordered items must be cancelled within 24-48 hours. Some manufacturers we deal with charge re-stocking fees for cancelled pre-orders. The customer is responsible for any re-stocking fees charged from the manufacturer after cancelling a pre-ordered item. To avoid this, contact us in advance (before cancelling) to check if there is a potential re-stocking fee. All custom-made items must be cancelled within 48 hours of the initial order or they are subject to a 30-50% restocking fee. This is determined by the company your product is ordered from and how far along the item is from completion. All returns of custom made items must be pre-approved first and are subject to a 30% restocking fee.
If you decide to cancel an order, please send us an email as soon as possible. We will respond to your cancellation email as soon as we get it but within 24-48 hours. Please note, if you do not receive our response to your cancellation email, then we did not receive it and the order will still be processed. When cancelling an order, please make sure your email is correct and check your inbox/spam folders for our response. Orders must be cancelled within 24-48 hours. If the product you ordered is back ordered, we will contact you by email to let you know and you will have the option of cancelling the order or waiting for the back order.
If a refund is due, we will try to process the transaction within 24 hrs. of the request. Monies deposited back into your bank however is up to the credit card bank you used; this can take up to 7-10 business days and has nothing to do with our company. Once a refund transaction is processed, we will send you an email receipt, however please do not call asking when the money will be put back into your actual account; this is up to your bank, not us.
What You Can’t Return
Merchandise not suitable for return includes:
*Products without an RMA#
*Merchandise that has been worn
*Merchandise that has been washed
*Merchandise that has been altered, soiled or damaged
*Discontinued Merchandise (Clearance items)
*Sparring equipment that is packed too tightly or with straps wrapped around it, which permanently changes the shape or smooth surfaces of the product
*Products you’ve had for longer than 30 days from the original shipping date
If you need to return an item, first contact us at email@example.com and tell us who you are, what you ordered and why you want to exchange/return it. It will then take us 24-48 hours to send you an email back with your RMA number and instructions of where to send your return and what to do next.
Returns (requiring an RMA number) MUST be accompanied by the RMA number or they will be refused. If your product requires an RMA number, the approved RMA number must be clearly shown on the shipping label and outside of your package. If there is no RMA number on the box (and your product requires one), your return may take much longer to process and some companies will even send the package right back to you as it appears as an unauthorized return.
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