Return, Exchange, Store Credit & Order Cancellation Policy

At Highland Redstone, we are committed to providing high-quality products and exceptional customer service. We encourage all customers to review product details, sizing information, measurements, and order specifications carefully before placing an order. If an issue arises, our team will work diligently to review the matter and provide an appropriate resolution in accordance with the policy below.

1. Order Cancellation Policy

To ensure efficient processing and timely fulfillment, all orders are considered final once they have been placed.

Orders cannot be cancelled, modified, or changed after submission.
Production and order processing may begin immediately upon receipt of an order.
This policy applies to all products, including standard items, custom-made products, made-to-order items, Big & Tall products, and Tartan Fabric purchases.
Customers are strongly encouraged to review all order details, measurements, shipping information, and product selections before completing their purchase.

2. Eligibility for Returns, Exchanges & Store Credit

Requests for returns, exchanges, or store credit must be submitted within 30 days of delivery.

We may approve a return, replacement, exchange, or store credit only if:

The item has a manufacturing defect.
An incorrect item was delivered.
The item received differs substantially from the product specifications shown on the order confirmation.

To assess a claim, customers may be required to provide photographs and additional information regarding the issue.

If a customer experiences a technical issue with the size chart or accidentally selects the wrong size while placing an order, they must contact our customer support team immediately after the order is placed. While order cancellations or modifications cannot be guaranteed once an order has been submitted, Highland Redstone will review the request and, where possible, assist with an appropriate resolution at its sole discretion.

3. Resolution Options

Highland Redstone does not provide cash refunds.

If a claim is approved, we may offer one of the following remedies:

A replacement item, subject to availability;
An exchange for the same product in the correct size, where applicable and approved;
Store credit equal to the approved value of the item.

Store credit may be used toward the purchase of any product available on our website. If the selected item exceeds the available credit balance, the customer will be responsible for paying the difference.

4. Return Requirements

To qualify for a return or exchange, the item must:

Be unused and unworn;
Be returned in its original condition; and
Include all original tags, packaging, and accessories.

Items that do not meet these requirements may be refused.

5. Return Shipping Costs

Customers are responsible for all return shipping costs unless otherwise agreed by Highland Redstone.
Original shipping charges are non-refundable.
We recommend using a trackable shipping service, as Highland Redstone cannot be held responsible for items lost or damaged during return transit.

6. Non-Returnable, Non-Exchangeable & Non-Refundable Items

The following items are considered final sale and are not eligible for return, exchange, store credit, or refund unless they arrive damaged, defective, or materially different from the order confirmation:

Sale & Discounted Items

Products purchased during sales events or with promotional discounts, coupon codes, or special offers.

Promotional & Limited-Edition Products

Promotional merchandise, event-based products, and limited-edition collections.

Big & Tall Collection

Products from our Big & Tall Collection are custom-manufactured according to customer-provided measurements. Due to their customized nature, these items cannot be cancelled, returned, exchanged, or refunded once production has begun.

Customized & Made-to-Order Products

Any personalized, customized, or made-to-order item is considered a final sale once processing or production has commenced.

Tartan Fabric

Tartan fabric is cut specifically to the yardage requested by the customer and is therefore not eligible for cancellation, return, exchange, store credit, or refund.

7. Product Appearance Disclaimer

We make every effort to accurately display product colors, patterns, and details. However, slight variations may occur due to:

Photography and lighting conditions;
Monitor and device display settings; and
Screen resolutions and color calibration.

Such variations are normal and do not constitute defects or grounds for return, exchange, or store credit.

8. How to Submit a Request

If you believe your order qualifies under this policy, please contact our customer support team within 30 days of delivery and provide:

Your order number;
A detailed description of the issue; and
Clear photographs showing the defect, damage, or incorrect item received.

For size-related issues caused by a technical error or an accidental size selection, customers should contact us as soon as possible after placing the order so we can review the request before processing is completed.

Our team will review your request promptly and work with you to determine the most appropriate resolution.

9. Policy Acceptance

By placing an order with Highland Redstone, you acknowledge that you have read, understood, and agreed to this Return, Exchange, Store Credit & Order Cancellation Policy.

10. Customer Support

Need help with your order?

Our Customer Support Team is here to assist you with order inquiries, returns, exchanges, store credit requests, and general questions.

Click Here to Contact Us
WhatsApp: +1 330 248 8649
Email: info@highlandredstone.com

Please include your order number when contacting us for faster assistance.