CIVILIAN

1. Order Cancellations & Refunds

• Orders may be canceled within 24 hours of purchase for a full refund. After this period, materials are allocated, and cancellations are not eligible for refunds.

• All sales are final once the order has shipped.
   

2. Exchange Policy
Eligibility for Exchanges:

• Exchanges are allowed only in cases of manufacturing defects or sizing issues.

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Conditions for Exchange:

• The item must be unworn, unused, and in its original condition with original packaging and tags attached.

• A request for an exchange must be made within 14 days of receiving the product.

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Exchange Process:

1. Email our support team at hello@civilianco.com with:

   • Your order number

   • Photos of the item

   • A description of the issue

2. Once approved, ship the item back using the instructions provided.

   • Return shipping costs are the customer’s responsibility, unless the exchange is due to a manufacturing defect.

3. Exchanges will be processed within 2-4 weeks after we receive the returned item (excluding shipping time).

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3. Return Policy
Returns:

• Due to the personalized and protective nature of our products, we do not accept returns unless the item is defective.

• If you believe your item is defective, contact us at hello@civilianco.com within 14 days of receipt with:

  • Detailed photos

  • A description of the issue

Inspection Process:

• Once we receive the returned item, our quality assurance team will inspect it.

• If the defect is confirmed, we will issue an exchange or refund as appropriate.

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4. Additional Terms
Shipping Delays:

• Our products are custom-made and require 6-8 weeks for production and shipping.

• Refunds or cancellations will not be issued for delays within this timeframe.

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Lost or Damaged Shipments:

• If your shipment is lost or damaged during transit, contact us at hello@civilianco.com, and we will resolve the issue with the shipping carrier.

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Unauthorised Returns:

• Any items sent back without prior authorization will not be processed or returned to the sender.