Civilian Refund, Exchange, and Return Policy
At Civilian, we take pride in providing high-quality, life-saving products designed to keep you safe. To ensure customer satisfaction while maintaining the integrity of our safety-certified gear, we’ve established the following refund, exchange, and return policy:
1. Order Cancellations & Refunds
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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.
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All sales are final once the order has shipped.
2. Exchange Policy
Eligibility for Exchanges:
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Exchanges are allowed only in cases of manufacturing defects or sizing issues.
Conditions for Exchange:
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The item must be unworn, unused, and in its original condition with original packaging and tags attached.
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A request for an exchange must be made within 14 days of receiving the product.
Exchange Process:
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Email our support team at hello@civilianco.com with:
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Your order number
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Photos of the item
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A description of the issue
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Once approved, ship the item back using the instructions provided.
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Return shipping costs are the customer’s responsibility, unless the exchange is due to a manufacturing defect.
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Exchanges will be processed within 2-4 weeks after we receive the returned item (excluding shipping time).
3. Return Policy
Returns:
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Due to the personalized and protective nature of our products, we do not accept returns unless the item is defective.
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If you believe your item is defective, contact us at hello@civilianco.com within 14 days of receipt with:
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Detailed photos
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A description of the issue
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Inspection Process:
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Once we receive the returned item, our quality assurance team will inspect it.
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If the defect is confirmed, we will issue an exchange or refund as appropriate.
4. Additional Terms
Shipping Delays:
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Our products are custom-made and require 6-8 weeks for production and shipping.
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Refunds or cancellations will not be issued for delays within this timeframe.
Lost or Damaged Shipments:
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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.
Unauthorised Returns:
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Any items sent back without prior authorization will not be processed or returned to the sender.
Contact Us
For any questions or assistance, please reach out to us at:
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Email: hello@civilianco.com
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Phone: +1 (512) 338- 3895
We’re here to help and committed to providing the best experience possible.