Refund policy

All products sold by Ballistic Concepts, LLC are handcrafted and made-to-order unless explicitly stated otherwise.

Cancellations
Standard orders may be canceled for a full refund within twenty-four (24) hours of purchase, provided production has not begun. Because items are made-to-order, cancellation requests submitted after production has begun will be subject to a cancellation fee of up to forty percent (40%) of the merchandise amount actually paid after discounts, excluding taxes and shipping charges. Any cancellation request submitted after an order has been packaged for shipment will be denied outright.

For purposes of this policy, “production has begun” includes, but is not limited to, material allocation, component preparation, engraving setup, layout preparation, or any other work performed in preparation for fabrication.

Orders containing multiple standard products are subject to the same cancellation terms as individual standard orders. Discounted standard orders may be canceled within twenty-four (24) hours only if production has not begun.

Custom or personalized orders and special-request orders are not eligible for cancellation once the order has been placed. Orders placed in connection with an approved exchange are also not eligible for cancellation.

Returns
Refund requests must be submitted within three (3) calendar days after the shipping carrier records the order as delivered. Return requests are subject to approval and will be subject to a restocking fee of up to forty percent (40%) of the merchandise amount actually paid after discounts, excluding taxes and shipping charges.

Approved returns must be shipped within seven (7) business days after return authorization is provided. Tracking information must be provided to Seller within that period.

Buyers are responsible for all return shipping costs. Original shipping charges are non-refundable, except when Seller has shipped an incorrect item or has verified a production defect. Returned items must be sent with tracking, insured for their full purchase value, and adequately protected against damage. Original packaging must be used when reasonably available. If the original packaging is unavailable, the buyer must use equivalent protective packaging.

The buyer assumes responsibility for loss or damage occurring during return shipment until the item is delivered to Seller. Refunds will be issued only after the item is received, inspected, and confirmed to be complete, pristine, unaltered, and resellable.

Approved refunds will be initiated to the original payment method within three (3) business days after inspection. Processing times imposed by Shopify, the payment processor, the customer’s financial institution, or the card issuer are outside Seller’s control.

After three (3) calendar days from the carrier-recorded delivery date, ALL SALES ARE FINAL and no refunds will be issued.

Exchanges
Exchange requests must be submitted within three (3) calendar days after the shipping carrier records the order as delivered. Exchange requests are subject to approval and will be subject to a restocking fee of up to forty percent (40%) of the merchandise amount actually paid after discounts, excluding taxes and shipping charges.

Approved exchange returns must be shipped within seven (7) business days after authorization is provided. Tracking information must be provided to Seller within that period.

Buyers are responsible for all return shipping, replacement shipping, and any other shipping-related charges. The returned item must be sent with tracking, insured for its full purchase value, and adequately protected against damage. Original packaging must be used when reasonably available.

If the replacement item costs more than the returned item, the buyer must pay the difference before production begins. If the replacement item costs less, the applicable difference will be refunded after any restocking fee and other permitted deductions are applied.

Additional processing and production time will apply. Exchanges will be processed only after the returned item is received, inspected, and confirmed to be complete, pristine, unaltered, and resellable.

After three (3) calendar days from the carrier-recorded delivery date, ALL SALES ARE FINAL and exchanges will not be accepted.

Non-Returnable / Final Sale Items
Custom or personalized items, discounted or sale items, special-request orders are final sale and are not eligible for return, refund, or exchange unless damaged during shipping, affected by a verified production defect, or shipped incorrectly by Seller.

Wholesale, commercial, and business-to-business orders may be governed by separate written terms provided before or at the time of purchase. When separate terms have been provided, those terms will control over this policy.

Shipping Damage
Shipping damage must be reported within twenty-four (24) hours after delivery. Buyers must provide clear photographs of the shipping container, all packaging materials, and the item as received. The item, shipping container, wrapping, packaging, and all contents must be retained until the carrier claim is fully resolved.

For domestic USPS shipments, the buyer is responsible for initiating and pursuing the damage claim directly with USPS. The buyer must comply with all USPS documentation, inspection, and evidence requirements, including presenting the damaged item and packaging at a Post Office if requested. Seller will provide available shipping records, proof of mailing, proof of insurance, proof of value, and other reasonable documentation needed to support the claim.

Seller does not automatically issue a refund or ship a replacement while a carrier claim is pending. A buyer who wants another item must place a new order. The new order and any carrier claim will be treated as separate transactions.

For international shipments, if Seller is required to initiate the carrier claim, the buyer must retain the item and all packaging, provide all requested documentation, comply with any carrier inspection requirement, and return the item to Seller if requested. If the carrier requires the damaged item to be returned to Seller, Seller will provide or pay the reasonable return shipping cost. No refund or claim-related payment will be issued until the claim is fully resolved. Any claim-related refund or payment will not exceed the amount originally paid for the affected item and its original shipping charge.

Failure to preserve the item or packaging, provide requested documentation, present the damage for inspection, return the item when required, or otherwise cooperate with the carrier claim may result in denial of any refund, replacement, or claim-related payment.

Shipping damage claims are governed exclusively by this section and must be reported within twenty-four (24) hours after delivery regardless of any return or exchange window.

Lost Packages or Missing Contents
For domestic USPS shipments, the buyer is responsible for initiating and pursuing any claim involving a lost package or missing contents. Seller will provide available shipping records, proof of mailing, proof of insurance, proof of value, and other reasonable documentation needed to support the claim.

For international shipments, Seller will initiate the claim or inquiry when required by USPS or the applicable international carrier. The buyer must provide all requested information and cooperate with any investigation, inspection, or documentation requirement.

Seller does not automatically issue a refund or ship a replacement while a loss or missing-contents claim is pending. A buyer who wants another item must place a new order. No claim-related refund or payment will be issued until the claim is fully resolved.

Production Defects
Manufacturing defects must be reported within twenty-four (24) hours after delivery. Buyers must provide clear photographs and any other information reasonably requested by Seller.

Verified production defects will be addressed on a case-by-case basis and may be resolved by repair, replacement, or refund. Any additional shipping costs related to a verified production defect will be covered by Seller.

Damage resulting from handling, installation, display, environmental exposure, misuse, modification, attempted repair, or any use occurring after delivery does not constitute a production defect.

Incorrect Items or Seller Errors
If Seller ships an item that does not match the customer’s order, the customer must notify Seller within twenty-four (24) hours after delivery and provide clear photographs of the item received.

Seller will provide or pay for return shipping and will replace the incorrect item with the correct item at no additional cost. The buyer must retain the incorrect item and its packaging and return it as instructed. If replacement is not reasonably available, Seller may issue a refund instead.

Carrier damage is not considered a Seller fulfillment error and is governed exclusively by the Shipping Damage section of this policy.

Incorrect Addresses and Unclaimed Packages
Buyers are responsible for providing a complete and accurate shipping address and for collecting or accepting delivery of the package.

If an order is returned because the buyer supplied an incorrect or incomplete address or failed to collect the package, Seller will notify the buyer using the email address associated with the order. The buyer will have ten (10) business days after that notice to respond and pay all return-to-sender charges, reshipping costs, address-correction charges, and other carrier fees.

If the buyer does not respond within ten (10) business days, the order will become final sale and no refund will be issued. Seller will retain the item for thirty (30) calendar days after the original notice. If the buyer does not resolve the matter within that period, the item will be considered abandoned and may be resold or disposed of without further notice or refund, to the extent permitted by applicable law.

Refused Deliveries, Unpaid Duties, and Import Failures
If a package is returned because the buyer refused delivery, failed to pay customs duties, taxes, brokerage fees, or other import charges, or failed to comply with local import or delivery requirements, Seller will notify the buyer using the email address associated with the order.

The buyer will have ten (10) business days after that notice to pay all return-to-sender charges, reshipping costs, and other carrier fees required for another delivery attempt.

If the buyer responds within that period but chooses not to have the item reshipped, Seller will issue a refund equal to fifty percent (50%) of the merchandise amount actually paid after discounts. Original shipping charges, reshipping charges, return-to-sender charges, customs duties, taxes, brokerage charges, and other carrier fees are non-refundable.

If the buyer does not respond within ten (10) business days, the item will be considered abandoned and may be resold or disposed of without further notice or refund, to the extent permitted by applicable law.

If an order is reshipped and is refused, unclaimed, or returned a second time for the same or a substantially similar reason, Seller will issue a refund equal to fifty percent (50%) of the merchandise amount actually paid after discounts, provided the item is returned complete and in resellable condition. All shipping and carrier-related charges remain non-refundable.

Unauthorized Returns
Returns sent without prior written authorization are not accepted under the standard return process.

When an unauthorized return is received, Seller will notify the buyer using the email address associated with the order and hold the item for ten (10) business days. During that period, the buyer may either pay all costs required to have the item shipped back or accept a refund subject to a mandatory fifty percent (50%) restocking fee.

The mandatory fifty percent (50%) restocking fee is calculated from the merchandise amount actually paid after discounts, excluding taxes and shipping charges. Original shipping charges, unauthorized return shipping costs, reshipping costs, and other carrier fees are non-refundable.

If the buyer does not respond within ten (10) business days, Seller will process the applicable refund subject to the mandatory fifty percent (50%) restocking fee and may resell the returned item.

The item must be returned complete, pristine, unaltered, and resellable. If an unauthorized return is damaged, incomplete, modified, improperly packaged, or otherwise unsuitable for resale, Seller may reduce or deny the refund.

Refusal of Returns and Exchanges
Seller reserves the right to refuse or deny returns, refunds, or exchanges involving items that show signs of use, handling damage, modification, attempted repair, missing components, improper packaging, or any condition that prevents the item from being resold as new.

Seller also reserves the right to deny returns, refunds, or exchanges in cases involving suspected abuse, fraud, misrepresentation, policy manipulation, or other bad-faith conduct.

Payment Disputes and Chargebacks
If a payment dispute or chargeback is initiated, any voluntary return, exchange, refund, repair, or replacement review will be suspended while the dispute remains pending.

Seller may contest the dispute and provide the payment processor or financial institution with order records, delivery confirmation, customer communications, photographs, production records, and the applicable policy terms.

A buyer may not receive both a payment reversal and a separate refund, repair, replacement, or other payment from Seller for the same transaction. If the buyer retains the merchandise after receiving a payment reversal or credit, Seller reserves all available rights to recover the merchandise or its value.

Nothing in this policy limits any rights or obligations imposed by applicable law.