We want you to feel fully satisfied with every interaction, and if your order doesn’t meet your expectations, our team is ready to assist. To ensure a smooth return process, please review our comprehensive return and refund guidelines below before starting a return request.
You have the right to initiate a return request within 30 calendar days from the date your order is marked as “delivered” (per your shipping confirmation email). This window is strictly enforced—any return requests submitted after the 30-day period expires will not be accepted, and we will be unable to process a refund for such requests.
For a return to be approved for a refund, the items must meet the following strict standards to ensure quality and consistency:
- Remain in their original, unused state (no signs of wear, washing, alteration, or damage);
- Be accompanied by all original tags, labels, and any included accessories (unremoved and in their original condition);
- Be returned in the original packaging (if packaging was provided with your order, it must be intact and undamaged).
Important Exclusions: Certain items are non-returnable due to hygiene protocols or our policy guidelines, including final sale selections and any items explicitly labeled “non-returnable” on their product page at the time of purchase. These exclusions are clearly noted to avoid confusion during checkout.
We currently do not offer direct exchanges for size, fit, or preference changes (e.g., switching to a different color or size).
If you’d like to receive a different option, we recommend placing a new order for your desired choice (to secure availability) and separately submitting a return request for your original purchase (following our return guidelines).
In cases where items arrive damaged, defective, or are incorrectly fulfilled (e.g., the wrong item was shipped to you), our team may, at our discretion, offer a complimentary replacement (if the correct item is in stock) or issue a full refund—this is determined after verifying the issue with supporting details (such as photos of damage/defects).
The responsibility for return shipping fees depends on the reason for the return:
Our Error (Defective/Damaged/Incorrect Item): If the return is due to a mistake on our part (e.g., defective item, wrong item shipped, or damaged during fulfillment), we will cover 100% of return shipping costs. We may also provide a prepaid return label (available for U.S. and Canadian orders where applicable) to simplify the process for you.
Change of Mind (Personal Preference): If you’re returning an item due to personal reasons (e.g., changed your mind, selected the wrong size, or no longer want the item), you are responsible for all return shipping fees. Additionally, the original outbound shipping fees paid at checkout are non-refundable—unless the return is a direct result of our error (e.g., defective item or fulfillment mistake).
Do not ship items back without prior approval—unauthorized returns will be rejected and may be returned to you at your expense. To start a return:
Send an email to our support team at
[email protected] with the following information:
- Your full order number (found in your order confirmation email);
- A clear, detailed reason for the return (e.g., “defective component,” “change of mind,” “incorrect item received”);
- For defective or damaged items: high-resolution, well-lit photos that clearly show the issue (this helps expedite our review process).
Our team will review your request within 1–2 business days, confirm whether your return is eligible, and provide you with step-by-step return instructions (including the shipping address and how to track your return).
Once we receive your returned items, our team will conduct a thorough inspection to verify they meet our return eligibility criteria. After inspection, we will send you an email notification with the outcome (approval or denial of your refund).
If your refund is approved, we will process it to your original payment method (the card or account you used at checkout) within 5–10 business days of the inspection.
Please note: Your bank or credit card issuer may require additional processing time (typically 3–7 business days) to post the refund to your account. This delay is outside of our control and varies by financial institution.
If you haven’t received your refund after the 5–10 business day processing window:
First, check with your financial institution (bank or credit card company)—refunds may appear as a pending transaction or under a descriptor like “Ernesto Hernandez Fieldline Refund” on your statement, and some institutions take longer to process refunds than others.
If it has been more than 10 business days since your refund was approved and you still don’t see the funds in your account, please contact our support team at
[email protected] with your order number and refund request details. We will investigate the issue and update you promptly on the status.
For orders shipped to Canada, any import duties, taxes, or customs brokerage fees assessed by the Canada Border Services Agency (CBSA) or your delivery carrier are the sole responsibility of the recipient (you). These fees are set by Canadian authorities, not by Ernesto Hernandez Fieldline, and are non-refundable—even if you return your order.
When an eligible return is processed for a Canadian order:
- We will refund the order’s subtotal (the amount you paid for the order itself);
- We will also refund the original shipping fees only if required by Canadian law and the return is due to our error (e.g., defective item or incorrect fulfillment).
All customs-related charges (duties, taxes, brokerage fees) that you paid upon delivery will not be included in the refund, as these are collected directly by Canadian authorities or carriers and cannot be refunded by our team.
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