Refund policy

Return & Refund Policy

Effective Date: August 25, 2026

At The Jacket Hawk, we want every customer to be happy with their purchase. If your order does not meet your expectations, you may be able to request a return, refund, or exchange under the terms explained in this policy. We encourage you to review the following conditions before submitting a return request.

30-Day Return Period

Customers may request a return within 30 days from the date the order is delivered.

If you need to return an item, request a refund, or arrange an exchange, please contact our customer support team within this 30-day period. Requests made after 30 days from delivery may not be eligible for approval.

Requirements for Eligible Returns

For an item to qualify for a return, refund, or exchange, it must satisfy the following requirements:

  • The product must remain in its original condition.

  • It must not have been worn, used, or washed.

  • Original product tags should remain attached.

  • The item must not have stains, unpleasant odors, perfume marks, smoke odor, pet hair, or other indications of use.

  • The product must not have been altered, modified, or damaged by the customer.

  • Original packaging should be included where reasonably possible.

Returns that fail to meet these conditions may be rejected following inspection.

Items That Cannot Be Returned

Certain products are excluded from our return and exchange process, including:

  • Personalized, customized, or specially made items.

  • Products that have been worn, washed, modified, or damaged after delivery.

  • Any item sent back without obtaining return approval from The Jacket Hawk beforehand.

Starting a Return or Refund Request

Please contact our customer support team before shipping your item back. Your request should include:

  • Your order number.

  • The reason you would like to return or exchange the item.

  • Clear photographs showing the product.

  • Any additional information or evidence requested by our support team.

Once your request has been reviewed and approved, our team will explain the next steps and provide the correct return address.

Do not ship your order back before receiving authorization from our support team. Packages returned without prior approval may not be accepted.

Return Shipping Responsibility

For approved returns, refunds, and exchanges, the customer is responsible for the cost of sending the item back to us, regardless of the customer's location.

The Jacket Hawk does not normally provide prepaid return labels unless a different arrangement has been confirmed by our support team in writing.

After your return is approved, we will provide the applicable return address and instructions.

Return Inspection & Refund Processing

Once the returned package reaches the designated return facility, our team will inspect the item to confirm that it complies with the return requirements stated in this policy.

If the product passes inspection, the applicable refund will be approved.

Approved refunds are generally issued within 7 business days through the original payment method used for the purchase.

After we process the refund, your bank, card issuer, or payment provider may require an additional 5–10 business days for the funds to become visible in your account.

Exchange Policy

Customers who would prefer a different item may request an exchange within 30 days of delivery.

The product being exchanged must:

  • Be in its original condition.

  • Be unused, unworn, and unwashed.

  • Still contain its original tags.

  • Have no stains, odors, damage, or other signs of use.

  • Include the original packaging whenever available.

An exchange may be declined if the returned product does not satisfy these requirements.

Price Difference on Exchanges

If the replacement product has a lower price than the original item, the difference will be refunded to the original payment method once the exchange has been approved.

If the replacement product has a higher price, the customer must pay the difference before the replacement order can be shipped.

Shipping for Exchange Orders

The customer is responsible for the shipping expense associated with returning the original item.

After the returned product has been received and approved:

  • Customers in the United States, United Kingdom, Canada, and Australia will receive free shipping on the replacement item.

  • Customers located in other eligible countries will be responsible for the shipping charges applicable to the replacement item.

Damaged, Defective, or Wrong Products

If your order arrives damaged, defective, or does not match the item you purchased, please contact us within 48 hours of delivery.

For us to properly review the issue, please provide:

  • Your order number.

  • Clear photographs of the product received.

  • Photographs of the shipping package and packaging.

  • An unboxing video, if available.

Our support team will evaluate the information and determine the appropriate resolution.

If we confirm that the problem resulted from an error on the part of The Jacket Hawk, we may provide a replacement, exchange, or full refund depending on the circumstances.

Where damage appears to have occurred during transportation, we will assist with the shipping carrier investigation and work toward an appropriate resolution.

Packages Lost During Shipping

If your shipment appears to have been lost while in transit, please contact our support team as soon as possible.

We will coordinate with the relevant shipping carrier to investigate the status of the package.

If the carrier officially confirms that the shipment has been lost, The Jacket Hawk may provide a replacement or refund depending on the circumstances and investigation outcome.

Incorrect or Incomplete Delivery Address

Customers are responsible for entering a correct and complete delivery address during checkout.

If an incorrect or incomplete address is provided and the order needs to be shipped again, any additional shipping costs required for reshipment will be the customer's responsibility.

Refused or Rejected Deliveries

If a customer refuses delivery of an order when there was no mistake on the part of The Jacket Hawk, the original shipping charges will not be refundable.

Any additional costs resulting from the refused shipment, including return shipping or handling charges, may be deducted from an otherwise eligible refund.

Contact Us

If you have questions about our Return, Refund & Exchange Policy or would like to request a return, refund, or exchange, please contact our support team before sending your item back.

Our team will review your request and, when applicable, provide the necessary return instructions and address.

Company Registered: Craft Hide Co LLC

Website Name: The Jacket Hawk

Website: https://thejackethawk.com/

Address: 1501 E Grand Ave, Escondido, CA 92027, United States

Email: support@thejackethawk.com

Phone: +15126785679

Operating Hours: Monday to Friday | 09:00 AM – 05:00 PM

Response Time: We aim to respond to customer inquiries within 24 business hours.