Mental HERO Refund Policy

Effective Date: September 4th, 2026
Website Owner: Mental HERO (Helping Education through Resources & Opportunities)
Website: www.mentalhero.org
Contact Email: inquires@mentalhero.org

1. Overview

Mental HERO offers refunds only for eligible physical merchandise purchased directly through the website or official Mental HERO shopping websites. All other payments and contributions are non-refundable unless Mental HERO states otherwise in writing or applicable law requires a refund.

2. Non-Refundable Items

The following are strictly non-refundable:

  • Donations.

  • Programs.

  • Courses.

  • Newsletters.

  • Subscription-based newsletters.

  • Subscriptions of any kind.

  • Digital products or downloadable content.

  • Event registrations or tickets, unless specifically stated otherwise at the time of purchase.

  • Sale, clearance, or final sale items.

  • Customized, personalized, or made-to-order items.

3. Made-to-Order Merchandise

Many Mental HERO merchandise items are created after an order is placed through our print-on-demand fulfillment partner. Because products are made specifically for each order, we generally cannot accept returns, exchanges, or refunds for:

  • Incorrect size selection

  • Color preference

  • Change of mind

  • Ordering the wrong item

  • Orders placed with an incorrect shipping address provided by the customer

Please review the product description, design, color, and size chart carefully before completing your purchase.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, misprinted, incorrect, incomplete, or significantly different from what was ordered, please contact us within 30 days of delivery.

To help us review the issue, include:

  • Your full name

  • Your order number

  • The email address used for the order

  • A clear description of the issue

  • Clear photos of the item, including the issue and any packaging when applicable

After reviewing the request, Mental HERO may work with its fulfillment partner to provide an appropriate resolution. Depending on the circumstances, the resolution may include a replacement item, store credit, or a full or partial refund.

Do not send an item back unless Mental HERO gives you return instructions. Our print-on-demand fulfillment partner may not accept returns sent directly to its production facilities. Gelato’s quality policy covers eligible reports of damaged, defective, incorrect, or misprinted items, and asks that problems be reported with photographs within 30 days of delivery.

5. Size and Fit

Sizing can vary by product style and manufacturer. Please use the size chart available on the product page before ordering.

Because items are made to order, Mental HERO cannot guarantee exchanges or refunds for sizing or fit concerns. If an item is unworn and you need help with a size-related issue, contact us and we may review options at our discretion. Any replacement or exchange that is not caused by an error or product defect may require the customer to pay the cost of the replacement item and shipping.

6. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to help, but we cannot guarantee that changes or cancellations can be made once an order has entered production or has shipped. Made-to-order products may begin production quickly after an order is received.

7. Shipping Issues

If your package appears lost, is delayed beyond the expected delivery period, or arrives with shipping damage, contact us with your order number and any relevant tracking information. We will review the situation and work with the fulfillment partner or carrier when appropriate.

Mental HERO is not responsible for delays caused by carriers, weather, customs, incorrect addresses, or circumstances outside our reasonable control. However, we will do our best to assist customers with order issues.

8. Free Public Newsletter

Mental HERO’s public newsletter is always offered free of charge as a courtesy to the community. Since no payment is required for the public newsletter, no refund applies to it. Any paid or subscription-based newsletter service is non-refundable once purchased or renewed.

9. Return Process

To request a merchandise refund, email Mental HERO at sales@mentalhero.org with your name, order number, reason for return, and photos if needed. Mental HERO may provide return instructions before the item is sent back.

Returned items may need to be shipped at the customer’s expense unless the return is due to an error by Mental HERO. Using a trackable shipping method is recommended.

10. Refund Approval and Timing

Once a returned item is received and inspected, Mental HERO will notify you whether the refund request is approved or denied. If approved, the refund will be issued to the original payment method within a reasonable time, depending on your bank or payment provider.

11. Final Decision

Mental HERO reserves the right to deny refund requests that do not meet the conditions in this policy or that involve items not eligible for refund. This policy does not limit any rights that cannot be waived under applicable law.

12. Changes to This Policy

Mental HERO may update this Refund Policy from time to time. When changes are made, the updated version may be posted on the website with a revised effective date.

13. Contact Information

Questions about this Refund Policy or sales-related requests should be directed to:
Mental HERO
sales@mentalhero.org
david@mentalhero.org
noah@mentalhero.org
nico@mentalhero.org