SAINTS + SUPERHEROES Returns/Exchange Policy

PLEASE READ THE FOLLOWING INFORMATION BELOW BEFORE YOU PURCHASE MERCHANDISE ON THIS WEBSITE.

Policy Notice

// At SAINTS + SUPERHEROES we take pride in every product we create and want you and your bestie to be happy with your purchase.

All of our products are exclusively custom, bespoke (made-to-order) at SAINTS + SUPERHEROES. Please be aware that variations will occur. The textile pattern and color varies and will be different than the ones pictured, as each item created is one-of-a-kind, made especially for you and your bestie.

Returns/Exchanges

// *Sale items are final sale and are not eligible for refunds or exchanges.

// *All products designed with CRYSTALS are final sale and are not eligible for refunds or exchanges.

// *We cannot except returns, exchanges or refunds on international orders.

Returns

// Unfortunately, we do not accept returns at this time on any products unless the item you purchased is defective.

Exchanges

// Due to the creation of our products, limited edition designs and sizes, the only items that we would accept for an EXCHANGE would be any of our ESSENTIAL WEAR products ONLY.  These include the following items; All Easton Standard + Lux products, the Weston Standard and the Roswell.

To initiate an exchange of an item for wrong size or color of the item you purchased, please email us with your order number within three (3) days upon delivery at sayhello@saintsandsuperheroes.com. All exchanges must be authorized with an RA # (Return Authorization Number) that must be obtained prior to sending your item and a copy of your purchase receipt must be included. Items must be shipped within seven (7) days from delivery. 

We only accept exchanges on items that can be resold, which means the product must be in un-used condition, have all tags attached and be returned in the original packaging. Items that are damaged or soiled may not be accepted and may be returned to the customer.

Exchange Shipping

// Shipping charges for all exchanges must be prepaid and insured by you. You are responsible for any loss or damage to product during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. We will charge you an additional shipping fee to mail your exchanged product to you. 

Damaged/Defective Items

// We stand behind all our quality, crafted products and carefully inspect each item before shipping! In the event that your purchase is damaged/defective or the wrong item was received, you MUST contact us with the specific issue within 24 hours of receipt so we may further assist you in exchanging the item for its exact replacement. No Exceptions! 

Please email us with your order number at sayhello@saintsandsuperheroes.com including details of the product, the defect, along with photos.

Items damaged in transit must be reported with 24 hours of receipt. Your assistance will be required during the claim process. 

SAINTS + SUPERHEROES will replace any hardware defects within 12 months of purchase. To initiate a claim, please email us with your order number, date, and specified defect along with a photo to sayhello@saintsandsuperheroes.com.

Items damaged by your pet are non-returnable and will be considered a complete loss. We do not repair or replace items damaged by your pet. Our products are not guaranteed to withstand your pet’s behavior. 

Guarantee

// We use the highest quality materials for all our products – however they are not indestructible. Please ensure that you inspect the product prior to use and make sure all products are out of your pet’s reach.

We do not replace or refund purchases due to everyday use, tarnishing, fading, snagging or fraying due to normal usage, wear and tear, or accidental damage.

Disclaimer

// All products of SAINTS + SUPERHEROES are accessory items ONLY and as makers, we assume no liability. We’re unable to take responsibility for the safety of the pet and/or handler or for any injury or loss of any kind caused by the use or misuse of our products. It’s completely up to the user/ purchaser’s discretion and responsibility to use all products with caution and care.

Warranty

// SAINTS + SUPERHEROES products are all hand-crafted in our small production studio in Downtown, Los Angeles, California. We take considerable pride in our craftsmanship, detail and quality from the selection of items and materials used along with the overall production process used to craft each of our products. We create all products to last, however, the lifespan of each item will vary completely depending on the love and care, normal, excessive or extreme wear and tear, as well as exposure to certain elements and/or environment that would compromise the integrity each is potentially subjected to.

Everyday wear and tear is normal. This may include tarnishing, scratches, snags, fraying and fading. Wear and tear is not considered to be a manufacturer’s defect – in fact, it adds to the character of your purchase, bringing life and meaning to the product. Ultimately, it comes down to the amount of love and care you put into preserving the overall products’ quality, integrity, and lifespan.

MEOW/WOOF at us!

// Have questions? Concerns? Need help sizing or placing an order? Please reach out to us, we’d love to hear from you and help. Go to our contact page and simply fill out the form by clicking on the button, “contact us!”. We’ll be in touch with you as soon as we can.