Refund policy

RETURN & REFUND POLICY

Our Commitment

We want you to love your recovery apparel. If something isn't right, we're here to help. Please review our policy carefully, as most items are made-to-order specifically for you.

Return Window

You have 30 days from the delivery date to request a return for eligible items. The return window begins when your order is delivered (or the fulfillment date plus estimated transit time if delivery confirmation is unavailable).

Eligible Returns 

We accept returns for the following reasons:

  • Defective or damaged items
  • Incorrect item received
  • Quality issues with printing or embroidery
  • Sizing issues (unworn, unwashed items only)

Non-Returnable Items (Final Sale)

Due to the custom, made-to-order nature of our products, the following items are final sale and cannot be returned:

  • Custom or personalized items
  • Items that have been worn, washed, or altered
  • Clearance or discounted items (20% off or more)
  • Accessories including jewelry, bandanas, and personal care items
  • Posters, Stickers and other printed materials

How to Initiate a Return

  1. Contact us at support@sobervation.com within 30 days of delivery
  2. Include your order number, item(s) you wish to return, and reason for return
  3. We'll review your request and provide return authorization and instructions
  4. Pack items securely in original packaging (if possible) with all tags attached
  5. Ship items to the return address provided in your authorization email

Return Shipping Costs

  • Defective or incorrect items: We cover return shipping costs and will provide a prepaid return label
  • Size or style issues: Customer is responsible for return shipping costs
  • International returns: Customer is responsible for all return shipping costs

Refund Processing

Once we receive and inspect your return:

  • Approved returns: Refund issued to original payment method within 5-7 business days
  • Defective/incorrect items: Full refund including original shipping costs
  • Standard returns: Refund of item cost only (original shipping not refunded)
  • Restocking fee: A 15% restocking fee may apply to non-defective returns

Refunds may take 5-10 business days to appear in your account depending on your financial institution.

No Exchanges Available

Due to the made-to-order nature of our products, we do not offer direct exchanges. If you need a different size or style, please return your original item for a refund and place a new order. We recommend reviewing our size charts carefully before ordering to ensure the best fit.

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at support@sobervation.com with photos of the issue. We'll replace the item or issue a full refund at no cost to you.

International Returns

International customers are responsible for all return shipping costs. Customs duties and taxes paid at delivery are non-refundable. For low-value items (under $50 USD), we may offer a refund or store credit without requiring physical return to avoid excessive shipping costs.

Store Credit

We're happy to offer store credit as an alternative to refunds. Store credit never expires and can be used on any future purchase—including ordering the correct size if needed.

Non-Delivery or Lost Packages

If your order shows as delivered but you haven't received it, please take the following steps before contacting us:

  1. Check with neighbors – Packages are sometimes delivered to a neighbor's address by mistake
  2. Ask household members – Confirm whether someone else at your address accepted the delivery
  3. Check all delivery locations – Look around your property, including porches, side doors, garages, or mailroom areas where the carrier may have left the package
  4. Review tracking details – Check the carrier's tracking information for delivery photos or specific location notes

If you've completed these steps and still cannot locate your package, contact us within 7 days at support@sobervation.com  We'll work with the carrier to investigate. We're not responsible for packages marked as delivered by the carrier, but we'll do our best to help resolve the issue.

Return Address

Returns must be sent to the address provided in your return authorization email. Do not send returns to the address on your original package, as it may be a fulfillment center that cannot process returns. 

Questions?

For return or refund questions, contact us at support@sobervation.com. We're here to make it right.