Refund policy

1. General Overview

At On The Way Records, we stand behind the quality of our merchandise. To provide our global community with the best experience and to reduce our environmental impact, we operate a non-returnable policy. This means we do not require or accept physical returns to our warehouse facilities.

2. Eligibility for Refund or Replacement

If you receive an item that is damaged, defective, or incorrect (wrong size/design sent by us), you are eligible for a one-time resolution per order:

  • Option A: A full refund to your original payment method.

  • Option B: A one-time replacement sent to you at no additional cost.

3. Verification Process

To qualify for a refund or replacement, you must:

  1. Contact us at merch@onthewayhq.com within 14 days of receiving your package.

  2. Provide your order number and clear photographic evidence of the issue (e.g., a photo of the defect or the size tag).

  3. All requests are subject to internal review. On The Way Records reserves the right to deny any request if we suspect fraudulent activity, repeated claims from the same account/address, or if the claim is made outside the 14-day window.

4. Final Sale Policy

Please note that because we do not accept physical returns, all successful deliveries of the correct item in good condition are considered Final Sale. We strongly encourage you to consult our Size Guide before purchasing to ensure the perfect fit.

5. Abuse of Policy

To maintain this high level of service for all fans, we monitor claim frequency. We reserve the right to limit or decline future service to customers who demonstrate a pattern of excessive refund or replacement requests.