Refund policy

Made-to-order products

Most Ascend Bro Hikes products are made specifically for you after your order is placed. Except where applicable law requires otherwise, we do not accept returns or exchanges for choosing the wrong size, color, design, or delivery address, or for changing your mind. Please review product details, size charts, personalization, and shipping information before ordering.

Damaged, defective, or incorrect products

If an item arrives damaged, has a manufacturing defect, or is materially different from what you ordered, email ascendbrohikes@gmail.com within 30 days after delivery. Include your order number, a description of the problem, and clear photographs showing the item and issue. If approved, we will provide a replacement or refund at no additional cost. Do not mail an item back unless we first provide written return instructions.

Lost or undelivered packages

If tracking shows no delivery or a shipment appears lost, contact us promptly. We will review the carrier and fulfillment records and provide the remedy required by applicable law and our fulfillment partner's approved resolution. We are not responsible for delays or failed delivery caused by an incorrect or incomplete address supplied by the customer, but we will try to help identify available options.

Cancellations and order changes

Contact us immediately if you need to cancel or change an order. Because orders can enter production quickly, cancellation or changes are not guaranteed after production begins. If we can stop an order before production, we will confirm the cancellation and issue any applicable refund to the original payment method.

Refund timing

Approved refunds are sent to the original payment method. Your bank or card issuer may require additional time to post the credit. Shipping charges are refundable only when required by law or when the approved resolution includes them.

Nothing in this policy limits rights that cannot legally be waived.