Refund policy

Returns

You have 30 days from the day your order arrives to request a return, and returns are complimentary.

To be eligible, the item must be unworn and unwashed, with tags still on, in the condition it reached you.

To start a return, email info@koaheroes.ca. If your return is accepted we'll send you a prepaid return label and tell you where to send it. Please don't ship anything back before requesting a return — we can't accept parcels we aren't expecting.

Embroidered garments

Garments with clinic or personal embroidery are made to order and cannot be returned. We confirm your spelling and placement with you before anything is stitched.

Damages and wrong items

Check your order when it arrives. If anything is defective, damaged, or not what you ordered, email info@koaheroes.ca and we'll make it right — that is not limited to 30 days.

Exchanges

The quickest route is to return the item you have and place a new order for the size or colour you want, so your replacement isn't waiting on the return to land.

Refunds

We'll email you once your return arrives and has been checked, and let you know whether the refund is approved. Approved refunds go back to your original payment method. Banks and card issuers usually take a few more days to post it.

Gift cards are not refundable.