Refund policy

Effective Date: July 28, 2026

Thank you for purchasing from WGH Apparel. We create premium, made-to-order apparel and collectible artifacts from the WGH Universe.

Because our apparel is produced specifically for each order and our collectibles are fulfilled directly by WGH, different policies apply to apparel and collectibles. Please review this policy before completing your purchase.

This policy applies to orders shipped within the United States.

1. Order Cancellations and Changes

Cancellation or order-change requests must be emailed to info@wghapparel.com within two hours of purchase.

Include:

Your full name
Order number
Email address used at checkout
The cancellation or change requested

Submitting a request within two hours does not guarantee that the order can be canceled or changed. Once an apparel order enters production or a collectible order enters fulfillment, it cannot be canceled, changed, or intercepted.

The two-hour limit applies to requests involving:

Garment size or color changes
Product changes
Adding or removing products
Shipping-address corrections
Shipping-method changes
Full-order cancellations

Customers are responsible for reviewing all order details, product selections, sizes, colors, quantities, and shipping information before submitting payment.

2. Made-to-Order Apparel

All WGH apparel is made to order specifically for the customer. We do not accept standard returns or exchanges for correctly produced apparel.

Apparel is not eligible for return, exchange, replacement, store credit, or refund because of:

Ordering the wrong size
Ordering the wrong color
Selecting the wrong product
Change of mind
Buyer’s remorse
Personal fit or style preference
Purchasing multiple sizes with the intention of returning some
Failure to review the applicable size guide
Failure to follow garment care instructions
Refusal or failure to accept delivery
An incorrect or incomplete address supplied by the customer

Customers should review the product description and applicable size guide before ordering. Questions about sizing should be sent to info@wghapparel.com before the order is placed.

WGH does not provide direct size or color exchanges. A customer requesting a different size, color, or product must place a new order and pay all applicable product and shipping charges.

3. Eligible Apparel Claims

WGH will review claims involving apparel that arrives:

Damaged
Materially defective
Incorrectly manufactured
In the wrong product, size, or color
With a significant printing error
With artwork printed in the wrong location
Materially different from the confirmed order

Eligible apparel issues must be reported within 30 calendar days of the carrier-confirmed delivery date. Claims submitted after 30 days may be denied.

Customers may submit an eligible claim through the post-delivery support process provided with the order or by emailing info@wghapparel.com.

The claim must include:

The WGH order number
A clear description of the problem
A photograph of the complete product laid flat
A close photograph clearly showing the damage or defect
A photograph of the garment’s size label when the wrong product or size was received
A photograph of the shipping package and mailing label when shipping damage is claimed
Any additional photographs or video requested during the review

When multiple items are affected, WGH may require one photograph or video showing all affected products together.

Do not wash, wear, alter, repair, discard, or continue using the affected product until the claim has been reviewed. Failure to preserve the product or provide adequate evidence may result in denial of the claim.

Submitting a claim does not guarantee approval.

4. Normal Production Variations

Made-to-order apparel and direct-to-garment printing may include minor variations between products and production runs.

Normal variations may include:

Minor differences in print placement
Slight differences in garment measurements
Minor differences between screen colors and physical colors
Subtle differences caused by garment dyeing or fabric texture
Temporary pretreatment marks that disappear after proper washing
Minor differences between product mockups and the way a garment naturally drapes

Minor production variations that do not materially affect the design, wearability, or overall quality of the product are not considered defects.

Print-placement variations of approximately one-half inch and garment-measurement variations of less than approximately one inch may fall within normal manufacturing tolerances.

Normal production variation does not automatically qualify an order for a refund, replacement, return, store credit, or payment dispute.

5. Resolution of Approved Apparel Claims

WGH and its production partner will review the submitted evidence and determine whether the claim qualifies for a remedy.

An approved claim may result in:

A replacement or reprint
Store credit
A refund to the original payment method
A partial refund when appropriate

Customers may state their preferred resolution. However, WGH reserves the right to determine the appropriate remedy based on:

The nature of the problem
Available evidence
Production-partner eligibility
Product availability
Previous remedies issued for the order
Applicable law

When no preference is provided, a replacement may be issued as the default resolution.

When WGH approves a monetary refund, the customer may choose:

A refund to the original payment method, or
WGH store credit

A customer may not receive both a replacement and a full refund for the same item.

Physical returns are generally not required for approved defective-apparel claims. Customers must not send apparel to WGH, a production facility, or an address shown on a shipping label unless WGH provides written return authorization.

6. Authorized and Unauthorized Returns

WGH does not publish a public return address.

When a physical return is approved, WGH will provide the return address and instructions in writing. Returns must be sent within the deadline included in the authorization.

Items mailed without written return authorization:

May be refused
May not be recoverable
Will not automatically qualify for a refund or store credit
Remain the customer’s responsibility
May require additional postage to be returned to the customer

Sending an item to a production facility, mailing-label address, or any unauthorized location does not constitute an approved return.

In the rare event that WGH authorizes a non-defective apparel return as a customer-service exception:

The product must be unworn
The product must be unwashed
The product must be unused
Original tags must remain attached
The product must be returned in its original condition
The customer must pay return shipping
Original shipping charges remain nonrefundable

No restocking fee will be charged for an approved exception return. WGH is not obligated to approve an exception.

7. Collectibles and Final-Sale Products

All WGH collectibles are final sale.

This includes:

Chapter Cards
Regular vinyl stickers
Holographic vinyl stickers
Collector prints
Limited artifacts
Future WGH-fulfilled collectibles

Collectibles are not eligible for return, exchange, refund, or store credit because of:

Change of mind
Accidental ordering
Personal preference
Selecting the wrong finish or product
Normal minor printing or cutting variation
Damage occurring after delivery
Improper handling, storage, or application
Applying a sticker to an unsuitable surface
Repositioning or removing an adhesive product

A sticker that has been peeled, applied, removed, or repositioned is not eligible for a refund or replacement unless WGH verifies that a manufacturing defect prevented its intended use.

8. Damaged, Defective, Incorrect, or Missing Collectibles

WGH will review a collectible claim when the product arrives:

Materially damaged
Materially defective
Incorrect
Missing from a WGH-fulfilled package

The issue must be reported to info@wghapparel.com within seven calendar days of receipt.

The claim must include:

The WGH order number
A clear description of the problem
A photograph of the complete collectible
A close photograph of the damage or defect
A photograph of the envelope or packaging
A photograph of the mailing label when available

Do not discard the collectible or packaging until WGH completes its review.

An approved claim may result in:

Replacement
Store credit
Refund to the original payment method
Another reasonable remedy selected by WGH

WGH is not responsible for damage caused after delivery, ordinary handling, improper application, improper storage, or use inconsistent with the product’s intended purpose.

9. Split Shipments

WGH apparel and collectibles are produced and fulfilled separately.

Orders containing both apparel and collectibles may arrive:

In separate packages
From different locations
On different dates

Receiving one portion of an order does not mean the remaining products are missing.

Customers should review all shipment and fulfillment notifications before reporting an incomplete order.

A refund or payment dispute should not be initiated solely because separately fulfilled products arrive at different times.

10. Shipping-Address Responsibility

Customers must provide a complete and accurate shipping address at checkout.

WGH is not responsible for delivery problems caused by:

An incorrect address
An incomplete address
A missing apartment, suite, or unit number
An invalid ZIP code
An outdated address
Failure to retrieve a package held for pickup
Refusal of delivery
Failure to follow carrier instructions

If an order is returned, lost, or undeliverable because of information provided by the customer, a free replacement or full refund is not guaranteed.

When reshipment is available, the customer may be required to pay additional production and shipping costs.

Shipping-address changes must be requested within the two-hour cancellation period. WGH cannot guarantee that an address can be changed after an order has entered production or fulfillment.

11. Lost or Delayed Apparel Shipments

Estimated delivery dates are estimates and are not guaranteed arrival dates.

If a domestic apparel shipment has not been delivered within 30 calendar days after its expected delivery date, the customer must contact WGH within the following seven calendar days.

The customer may be required to:

Confirm the shipping address
Review the tracking history
Contact the carrier or local post office
Check with household members
Check with neighbors
Check with building staff or management
Inspect parcel lockers and designated delivery areas

WGH and its production partner will investigate the shipment.

A replacement or refund is not guaranteed when the delay or loss resulted from:

Incorrect or incomplete customer information
Refused delivery
Failure to retrieve a package
Carrier instructions not being followed
Circumstances outside WGH’s reasonable control

12. Collectibles Mailed Without Tracking

Some Chapter Cards, stickers, and lightweight collectibles may be mailed through USPS letter mail without tracking.

If an untracked collectible has not arrived, the customer must contact info@wghapparel.com within 30 calendar days of the shipment-confirmation date.

WGH may review:

The mailing date
The shipping address
Fulfillment records
Order information
Previous claims associated with the customer or address

An untracked shipment is not automatically considered lost immediately after the estimated delivery period.

13. Packages Marked Delivered

When carrier records show that a package was delivered to the address entered at checkout, the delivery scan will be treated as evidence of delivery.

Before contacting WGH, customers should:

Check all doors, mailboxes, parcel lockers, and delivery areas
Ask household members
Contact building management
Check with nearby neighbors
Contact the carrier or local post office

WGH will provide reasonable assistance with an investigation. However, a package marked delivered does not automatically qualify for a refund or replacement.

To the extent permitted by law, WGH is not responsible for theft, loss, or misplacement that occurs after confirmed delivery.

14. Shipping and Return Costs

Original shipping charges are nonrefundable unless:

WGH sent the wrong order
A verified production error occurred
WGH expressly agrees otherwise in writing
Applicable law requires otherwise

Customers are responsible for return-shipping costs for any authorized non-defective return.

Return-shipping costs will be covered by WGH only when WGH confirms that responsibility in writing.

15. Refund Processing

Approved refunds will generally be initiated within five business days after final claim approval.

The customer’s bank, card issuer, or payment provider may require additional time to post the refund.

Refunds issued to the original payment method can only be sent to the payment method used for the purchase.

Store credit:

Has no cash value
Cannot be transferred
Cannot be redeemed for cash
May be subject to reasonable account-verification requirements

16. Duplicate Refunds and Recoveries

A customer may not receive more than one financial recovery for the same product, order, or claim.

This includes receiving both:

A replacement and a full refund
Store credit and a full refund
A merchant refund and a chargeback credit
A replacement and a chargeback credit
Reimbursement from a carrier and reimbursement from WGH

When a bank, card issuer, payment processor, carrier, insurer, or other party has already reimbursed the customer, WGH may deny, reduce, or reverse any additional remedy to the extent permitted by law.

If a payment dispute is filed while WGH is reviewing a claim, WGH may pause its internal resolution process to prevent duplicate reimbursement.

17. Chargebacks and Payment Disputes

Customers are encouraged to contact info@wghapparel.com and allow WGH a reasonable opportunity to investigate and resolve an order problem before filing a chargeback or payment dispute.

A payment dispute does not replace the claim requirements described in this policy.

WGH reserves the right to contest disputes that are:

Unauthorized
Duplicative
Inconsistent with delivery records
Inconsistent with customer communications
Based on exclusions clearly stated in this policy
Filed after a refund, replacement, or store credit was accepted
Based on an inaccurate claim that an order was unauthorized, not received, defective, or not as described

WGH may provide relevant evidence to the payment processor, card issuer, or financial institution, including:

Order and payment records
Checkout information
Product descriptions and photographs
Size guides
Shipping and delivery records
Customer communications
Claim documentation
Refund or replacement records
Evidence that applicable policies were displayed before purchase

The customer’s card issuer or financial institution makes the final decision regarding a chargeback.

Nothing in this policy prevents a customer from exercising rights that cannot legally be waived.

18. Fraudulent, Abusive, or Repeated Claims

To the extent permitted by law, WGH reserves the right to deny a claim, cancel an unfulfilled order, restrict future purchases, or require additional verification when there is evidence of: