Returns and Refunds

Return Policy

Return Policy At GothRider, we want you to love your purchase. Here's our return policy. Standard Return Policy - Return window: 30 days from delivery - Condition: Items must be unworn, unwashed, and in original condition with tags attached - Refund method: Original payment method How to Start a Return 1. Contact our support team with your order number 2. Let us know which item(s) you want to return and why 3. We'll provide return instructions and shipping address 4. Ship the item back (customer pays return shipping) 5. Once received and inspected, we'll process your refund Refund Timeline - Refunds are processed within 5-7 business days of receiving the return - It may take additional time for your bank to post the refund Items That Cannot Be Returned - Mystery Boxes - Final sale (see Mystery Box policy) - Worn or washed items - Items without original tags - Customized/personalized items - Items purchased on clearance/final sale Exchanges Want a different size or color? Contact us! If the item is in stock, we can arrange an exchange. You'll need to return the original item first. Damaged or Defective Items Received a damaged or defective item? Contact us immediately with photos. We'll send a replacement at no cost to you. Questions? Contact our support team - we're here to help make it right!

Mystery Box Return Policy

Mystery Box Return Policy Mystery Boxes are one of our most popular products - but they have a special return policy. The Policy Mystery Boxes are FINAL SALE and cannot be returned or refunded. Why? The excitement of a Mystery Box is in the surprise! When you purchase a Mystery Box: - You're guaranteed to receive items worth MORE than what you paid - The contents are random and cannot be chosen - That's what makes it a mystery! We cannot accept returns simply because you received items you weren't expecting - that's the nature of a Mystery Box. The Exception: Damaged Items If you receive a damaged item in your Mystery Box, we'll exchange it for you. To request an exchange for a damaged item: 1. Contact our support team 2. Send a photo of the damaged product 3. We'll send a replacement item Note: We exchange damaged items - we don't issue refunds for them. Before You Buy If the mystery aspect makes you nervous, a Mystery Box might not be for you. Consider browsing our regular collection where you can choose exactly what you want! Questions? Contact our support team if you have questions about Mystery Boxes!

I Received a Damaged or Defective Item

I Received a Damaged or Defective Item We're sorry to hear that! Quality is important to us, and we'll make it right. What to Do 1. Take photos of the damaged/defective item 2. Contact our support team with: - Your order number - Description of the damage or defect - Photos showing the issue What Happens Next Once we receive your information: - We'll review the photos and confirm the issue - We'll send a replacement at no cost to you - You typically don't need to return the damaged item (we'll let you know if we need it back) Timeline - We aim to ship replacements within 2-3 business days - You'll receive tracking information for the replacement What Counts as Damaged or Defective? Damaged: - Torn or ripped items - Broken hardware (zippers, buttons, snaps) - Items damaged during shipping Defective: - Manufacturing defects - Missing components - Wrong item sent What's NOT Covered - Normal wear and tear after use - Damage caused by improper care or washing - Items that don't fit (these can be returned under our standard return policy) Questions? Our support team is here to help - don't hesitate to reach out!

When Will I Receive My Refund?

When Will I Receive My Refund? Waiting for a refund? Here's what to expect. Refund Timeline | Stage | Timeline | |-------|----------| | Order Cancellation | Refund processed within 3-5 business days | | Return Received | Refund processed within 5-7 business days of receiving your return | | Bank Processing | Additional 3-10 business days for your bank to post the refund | Total time: Typically 1-2 weeks from when we process the refund until it appears in your account. How Refunds Are Issued Refunds are issued to your original payment method: - Credit/Debit Card: Refunded to the same card - PayPal: Refunded to your PayPal account - Shop Pay: Refunded to your Shop Pay balance or linked card Refund Not Showing Up? If it's been more than 2 weeks since we confirmed your refund: 1. Check your bank/credit card statement carefully 2. Contact your bank - they can confirm if a refund is pending 3. Contact us with your order number and we'll investigate Partial Refunds You may receive a partial refund if: - Only some items from your order are returned - Items show signs of use - Items are missing original tags - Shipping costs are not refundable Questions? Contact our support team for help with refund questions!