Last updated: 12 October 2026
This policy explains order changes, cancellations, product problems, returns and refunds for purchases at highcreast.com. Read it together with our Shipping & Delivery Policy and Terms & Conditions.
1. Our made-to-order products
Highcrest apparel is produced for your order through Printify and its production partners. Before checkout, review the product description, size guide, colour, quantity and delivery address. If you are uncertain about a product or size, contact us before placing your order.
Made-to-order production explains our voluntary return rules, but it does not remove mandatory consumer rights. An item being produced after purchase does not, by itself, mean that every statutory cancellation or withdrawal right is excluded.
2. Size, colour and change-of-mind requests
We do not offer voluntary returns or exchanges because a customer selected the wrong size or colour, changed their mind or changed their preference after ordering. Please use the product’s size guide rather than relying only on the size you normally wear in another brand.
This rule does not apply to a product that is faulty, damaged, incorrectly supplied or materially different from its description. It also does not exclude cancellation, withdrawal or other remedies that are mandatory under applicable law. Sale or discounted items retain the same mandatory protections.
3. Damaged, faulty or incorrect products
Contact support@highcreast.com promptly if your order arrives damaged, has a manufacturing or printing fault, contains the wrong item, or is missing an item. We are your point of contact for resolving the issue; you do not need to negotiate directly with a production partner.
Please report an issue within 30 calendar days of delivery where possible. This helps us investigate promptly with our fulfilment partner. It is a reporting request, not a limit on any statutory claim period or consumer guarantee.
4. How to submit a request
Email us with the following information so we can identify the order and understand what happened:
- Your order number and the email address used at checkout.
- The affected product, size and colour, and the number of affected items.
- A clear description of the problem and when you noticed it.
- Clear photographs showing the whole item and the affected area. For an incorrect product or delivery issue, a photograph of the label or packaging may help.
- Your preferred resolution, where relevant.
For a sizing or measurement concern, explain how the item differs from the product information and include a photograph of the relevant measurement if possible. If you cannot provide photographs or have difficulty supplying information, tell us so we can discuss another way to assess the issue. Please do not email passwords, full card details or payment security codes.
5. Assessment and available remedies
We will review your request, ask for any information reasonably needed to assess it and investigate with our fulfilment partner where necessary. Depending on the problem and applicable rights, the resolution may include a replacement, repair where appropriate, refund or another legally required remedy.
If a replacement is agreed, we will confirm the item and delivery details. Replacement production and transit can take time, and availability may affect the options offered. Where applicable law gives you a choice of remedy, that choice remains available.
Normal wear, accidental damage after delivery or care inconsistent with the product instructions is different from a manufacturing fault. We will assess the circumstances rather than automatically treating every problem as customer damage. Small screen-related colour differences do not excuse a product that is materially misdescribed or defective.
6. Return instructions and costs
Contact us before sending an item back. We will tell you whether a physical return is needed and provide the appropriate destination and instructions. The production facility’s address or the address on the shipping label may not be a customer return address. Our business address is not an automatic return destination.
If a return is required, we will explain the packing, shipping and evidence needed, and how return costs will be handled in accordance with applicable law. Retain any proof of posting or tracking information. Original packaging or an unworn condition is not an automatic condition for exercising statutory rights relating to a faulty product.
7. Cancellations and order changes
Email us as soon as possible if you need to cancel an order or change its address, size, colour or quantity. Include the order number and the exact change requested. We will check the order’s production status and confirm whether the request can be completed.
A request is not complete until we confirm the outcome. Once production has begun, operational changes may no longer be possible. If an order has already been dispatched, changing the delivery details may also be restricted. Any cancellation or remedy required by law remains available, regardless of these operational limits.
8. Refund processing
We will confirm the outcome and scope of an approved refund, including the affected item and any shipping amounts refundable in the circumstances. Approved refunds are processed without undue delay through the original payment method where supported. We will explain an appropriate alternative if the original method cannot receive the refund.
Your payment provider or bank may take additional time to display the credit. A refund may appear separately from the original transaction. If a confirmed refund has not appeared, contact us with your order number and refund confirmation. Your bank or provider may also be able to identify the transaction. Currency conversion or third-party bank charges are handled by the relevant provider, subject to applicable law.
9. Delivery problems
For delayed, lost or undelivered parcels, send us your order number and tracking details. If tracking says delivered but you cannot locate the parcel, check the delivery information and any safe place or reception area, then contact us promptly. We will investigate and explain the appropriate resolution. See our Shipping & Delivery Policy for further guidance.
10. Australian customers
Australian Consumer Law provides mandatory consumer guarantees that cannot be excluded by our voluntary return rules. For a major product failure, you may choose a refund or replacement. Other failures may require an appropriate remedy such as repair or replacement. You may also have rights to compensation for reasonably foreseeable loss where the law provides for it.
A request made outside our preferred 30-day reporting period is not automatically excluded from those protections. Contact Highcrest directly if you believe a consumer guarantee has not been met.
11. Other mandatory cancellation and consumer rights
Some countries provide cancellation or withdrawal rights for online purchases, including in some circumstances where there is no product fault. Our voluntary no-change-of-mind rule does not apply where a different outcome is mandatory. Contact us promptly if you wish to exercise a right, identifying the order and your request.
Nothing in this policy restricts a statutory remedy, mandatory claim period or access to a competent consumer authority or court. Applicable mandatory protections take precedence over a conflicting policy term.
12. Contact
Order support: support@highcreast.com
General enquiries: info@highcreast.com
Highcrest, 89, Laxmidham Soc., Katargam, Surat, Gujarat, India — 395004.