Refund & Size Swap Policy

Refund & Size Swap Policy (Draft for /policies/refund-policy)

Last updated: 22 November 2025
We want you to be confident in your DROP17 purchase. This policy explains the conditions under which we accept returns, issue refunds, and handle size swaps.
By placing an order on drop17.com, you agree to the terms below.

1. Eligibility Window

  • You may request a return or size swap within 14 days of the delivery date as shown on the carrier’s tracking.
  • After 14 days, we are generally unable to offer a refund or size swap, except in cases of confirmed defects or errors on our part.

2. Condition of Items

To be eligible for a refund or size swap:
  • Items must be unworn, unwashed, and undamaged.
  • All original tags, labels, and packaging must be intact.
  • Items must be free from:
    • Odors (smoke, fragrance, etc.)
    • Stains, pet hair, or visible signs of wear
We reserve the right to refuse returns that do not meet these conditions.

3. Non‑Returnable Items

Unless otherwise required by law, the following are typically non‑returnable:
  • Final sale items (clearly marked as “Final Sale” at the time of purchase)
  • Gift cards
  • Items returned outside the stated return window
If a product is final sale, this will be clearly indicated on the product page.

4. Returns for Refund

How to request a return

  1. Email help.drop17@gmail.com with:
    • Your full name
    • Order number
    • Item(s) you wish to return
    • Reason for the return
  2. Our team will review your request and provide return instructions if your item is eligible.

Refund method

  • Approved returns will be refunded in the form of a Drop 17 Gift Card.
  • Original shipping charges are non‑refundable, unless the return is due to an error on our part (e.g., wrong item shipped, confirmed defect).

Return shipping costs

  • Customer‑initiated returns (change of mind, wrong size, etc.):
    • Return shipping costs are typically the responsibility of the customer, unless otherwise stated in a promotion or our Size Swap Policy.
  • Our error or defective item:
    • If we determine that the item was defective or the wrong item was sent, we will cover reasonable return shipping costs or provide a prepaid label.
Refunds are processed after we receive and inspect the returned item. Please allow 5–10 business days for the refund to appear on your statement after approval.

5. Size Swaps

We understand that getting the right fit matters. In addition to standard returns, DROP17 offers a Size Swap option under specific conditions.

Size Swap Overview

  • Size swaps are subject to product availability.
  • Only the same product and colorway can be swapped for a different size.
  • Items must meet the same condition requirements listed above (unworn, unwashed, etc.).

How to request a size swap

  1. Review our full Size Swap Policy here:
    Size Swap Policy
  2. Email help.drop17@gmail.com with:
    • Your full name
    • Order number
    • Current size and requested new size
  3. We will confirm:
    • Whether your item is eligible
    • Whether your requested size is in stock
    • Any applicable shipping costs

Size swap shipping

  • First size swap per order (U.S. only):
    • Customer is responsible for shipping the original item back to us.
    • DROP17 covers the outbound shipping cost for the replacement size.
  • Additional swaps or international orders (if applicable):
    • Customer may be responsible for both return and reshipment costs.
Full details and any exceptions are outlined in our Size Swap Policy page. In the event of any inconsistency between this Refund & Size Swap Policy and the Size Swap Policy, the Size Swap Policy will govern size‑swap‑specific terms.

6. Defective or Incorrect Items

If you receive an item that is defective or not what you ordered:
  1. Contact us at help.drop17@gmail.com within 7 days of delivery.
  2. Include:
    • Order number
    • Description of the issue
    • Clear photos of the item and any defects
If we confirm a defect or fulfillment error, we will:
  • Offer a replacement (subject to availability), or
  • Provide a refund, and
  • Cover reasonable return shipping costs or provide a prepaid label.

7. Exchanges for Different Products

At this time, we do not offer direct exchanges for a different product or colorway through the size swap process.
  • If you want a different product or colorway:
    • You may request a standard return (if eligible) and place a new order for the desired item.

8. Contact

If you have any questions about this Refund & Size Swap Policy, contact us at:
Email: help.drop17@gmail.com