Refund policy

Return and Refund Policy

We want you to feel confident purchasing from KW Heritage Co. Because many of our products are pre-owned, vintage, discontinued, or one of a kind, please review all photographs, measurements, descriptions, and condition notes carefully before placing your order.

Return Window

Return requests must be submitted within 14 calendar days of delivery.

To request a return, email hello@kwheritageco.com with:

Your name
Order number
Item you wish to return
Reason for the return
Photographs showing the item’s current condition, when requested

Please do not send an item back before receiving return instructions from KW Heritage Co.

Return Eligibility

To qualify for a return, the item must:

Be in the same condition in which it was received
Show no additional wear, damage, alteration, cleaning, polishing, or repair
Include any original packaging, tags, accessories, or documentation provided with the order
Be returned according to the instructions provided by KW Heritage Co.

Boots and other wearable items may be tried on indoors on a clean surface but may not be worn outdoors.

Visible wear, patina, scratches, discoloration, repairs, or other characteristics that were disclosed in the product description or photographs are considered part of the item’s documented condition and are not considered undisclosed defects.

Return Shipping

Customers are responsible for return-shipping costs unless the item received was incorrect or materially different from its description.

Original shipping and delivery charges are non-refundable unless the return results from an error by KW Heritage Co.

We strongly recommend using a trackable shipping service and retaining the tracking information. KW Heritage Co. is not responsible for return packages that are lost, delayed, or damaged in transit.

Approved returns must be sent to the return address provided with the return instructions.

Refunds

Returned items will be inspected after they are received.

If the return is approved, a refund will be issued to the original payment method. Processing times may vary depending on the customer’s bank, card issuer, or payment provider.

Items returned without authorization, outside the return window, or in a different condition than originally received may be declined.

Incorrect or Damaged Orders

Please inspect your order after delivery. If you receive the wrong item or believe an item was damaged during shipment or materially misrepresented, contact hello@kwheritageco.com as soon as possible with your order number and clear photographs.

We will review the issue and provide appropriate instructions.

Exchanges

Because many products are one of a kind, direct exchanges are generally unavailable. An eligible item may be returned under this policy, and a separate order may be placed for another available product.

Order Cancellations

Cancellation requests may be submitted before an order has been fulfilled. Once an order has been packed, shipped, scheduled for delivery, or otherwise fulfilled, it cannot be canceled and must be handled through the return process if eligible.

Local Pickup and Delivery Orders

Eligible local pickup and delivery purchases are subject to the same 14-day return window and condition requirements. Contact us before attempting to return an item locally so arrangements can be made.