Refund policy

GALWARE WEBSITE POLICY

Return & Refund Policy

A narrow, clearly disclosed final-sale policy with a fair quality-issue process

Last updated	September 2, 2026
Business	H2 Holdings, LLC dba Galware
Claims	hello@galware.shop
Core rule	If we got it wrong, we fix it. If it arrived as ordered, it is final sale.

 

THE HUMAN VERSION Galware is a small Nashville business. We give you detailed product, size, color, material, mockup and care information so you can choose confidently. Please help us keep making good things by reading it before you buy. If we send the wrong item or a materially defective item, we will make it right. If the item arrives as ordered and within the normal variations explained below, it is final sale.

 

THE LEGAL VERSION

1. Final sale is the default

This policy applies to Galware orders accepted for delivery within the 50 United States and the District of Columbia. Galware does not offer delivery to U.S. territories, APO/FPO/DPO addresses, freight forwarders used to export an order, or addresses outside the United States.

Except where applicable law requires otherwise, all Galware products are final sale, including made-to-order products, curated color combinations, alternate or special colors, approved-proof/custom items, limited-run or sale items, and one-of-one "Already Made/In Stock" items. We do not accept returns, refunds, or exchanges for change of mind, fit, gift rejection, subjective appearance, or a customer selection or address error.

Final sale does not take away a nonwaivable right you may have when goods are defective, unsafe, materially not as described, not the goods ordered, or otherwise legally nonconforming.

2. Galware's complete voluntary eligibility list

Galware will review a timely claim under this voluntary policy only when at least one of these applies:

Galware sent the wrong product, style, design, size, color, quantity, material or approved personalization compared with the confirmed order.

The product arrived physically damaged in transit.

The product or applied design has a material manufacturing or application defect—for example, a significant tear, hole, adhesion failure, or visibly defective print not caused by wear, misuse, alteration, or incorrect care.

The finished product materially differs from the listing or an expressly approved proof beyond the normal variations disclosed in this policy and on the product page.

A tracked package is reasonably determined to be lost in transit or misdelivered after Galware and the carrier complete appropriate investigation steps.

This list defines Galware's voluntary program; it does not replace any remedy that applicable law requires. A physical return is not automatic. Depending on the issue, Galware may use a remake, replacement, refund, or another legally required remedy.

3. Reasons that are not eligible

Change of mind, buyer's remorse, gift rejection, ordering duplicates, or no longer needing the item.

A size or fit issue when Galware sent the size ordered. For garments, product-page measurements are flat garment measurements, not body measurements, and ordinary supplier or manufacturer tolerances may occur.

A customer-selected wrong style, size, color, design, quantity, shipping address, personalization, or other option after the change window closes.

A color preference or screen-to-product difference within the disclosed normal variation. Screens, brightness, lighting, supplier photography, materials, finishes, production lots and printing or application processes can affect perceived color. For garments, fabric and dye lots can create additional variation.

A design that appears somewhat softer, less luminous, less saturated or different in contrast on the physical product than in digital artwork or a mockup, provided it materially matches the intended design.

The apparent placement, scale, or centering of artwork in a digital model/mockup photo. Pose, perspective, folds, and drape can make centered artwork look off-center in the image; small commercially reasonable production variation may occur. Galware centers the design during production, subject to small normal application variation.

Minor variations in product color, texture, finish, seams, dimensions or production lot that are normal for the selected product. For garments, this includes normal heathering, fabric texture, stitching and dye-lot variation.

Damage caused by wear, laundering, drying, ironing, chemicals, abrasion, alteration, repair, misuse, or failure to follow care instructions.

Subjective dissatisfaction with an alternate-color, special combination, or custom instruction after Galware disclosed a concern and the customer expressly approved the proof or instruction.

Package theft or loss after accurate carrier delivery to the confirmed address, unless evidence reasonably shows misdelivery or applicable law requires a remedy.

4. Digital mockups, actual photographs, and normal variation

Most made-to-order listing images are digital mockups, not photographs of the exact finished item. Mockups show the concept and color direction; they are not a guarantee of every pixel, shade, fold, edge, texture, scale, or lighting effect. A listing labeled "Actual item photographed" or "Already Made/In Stock" shows that specific piece, but lighting and screens can still affect perceived color.

Product color is based on supplier information and Galware’s physical references, but color and texture can vary with material, production lot, lighting and display settings. For garments, fabric and dye lots can create additional variation.

Designs interact with product color, material and texture. A design can look slightly softer or less vivid after application than it looks on a backlit screen.

Mockup pose, perspective, product shape, folds, drape and image composition can make a design look visually off-center or differently scaled. Galware centers the design during production, subject to small normal application variation.

Ordinary minor differences are not defects. A wrong design or color, major placement or scale error, damaged product, defective application, or material departure from the confirmed order is different and may qualify under Section 2.

5. Garment size, fit, and care

For garments, choose by the measurements on the specific product page, not by the size name alone. Lay a similar garment you like flat, measure it in the same way shown in the chart, and compare. Different garment styles and colors can fit or feel different. If Galware sends the size ordered, fit is not an eligible return reason. If Galware sends a different size, that is an eligible claim. Follow the care instructions; damage caused by improper care is not a Galware defect.

6. Alternate colors, custom instructions, and proofs

A request for a color or combination outside the curated listing choices is a special-order request. Galware may decline a combination that is unavailable, cannot be produced responsibly, or is unlikely to work with the design. If a proof or acknowledgment is required, production begins only after express approval; silence is never approval.

The customer has two business days after Galware sends the proof or approval request to respond. Galware will send one reasonable reminder. If express approval is still not received, Galware may cancel and refund the affected item rather than manufacture an unapproved product.

Approval accepts the visible design, text, color direction, placement concept, and instructions shown, subject to disclosed normal production variation. It does not waive a remedy for a Galware error, material defect, or material departure from the approved proof.

If a requested supplier color becomes unavailable, Galware will not silently substitute. We will offer an alternative, a reasonable delay with your consent, or cancellation and refund of the affected item.

7. Order changes and cancellations

Email hello@galware.shop immediately—preferably within two hours after ordering—with the order number and requested change. We will try to help, but a change or cancellation is not guaranteed. Once production or a supplier commitment begins, the order cannot be changed or canceled except where this policy or applicable law provides otherwise.

8. How to report an eligible issue

Email hello@galware.shop before sending anything back. Put "Order Issue" and your order number in the subject line.

For visible transit damage, a wrong item, or an immediately visible production problem, contact us within 7 calendar days after delivery and keep the item, shipping label, mailer/box, and packing materials.

For a manufacturing or print/application defect that was not immediately visible, contact us within 30 calendar days after delivery. These are evidence-reporting windows; a longer nonwaivable legal right still applies.

Describe the issue and the remedy requested. Include the order number and affected item.

Provide clear, unedited product images when reasonably requested: the full item, close-ups, the product label or garment tag if applicable, and packaging damage if relevant. Placement claims may require a ruler or tape measure visible in the same frame.

Do not discard, alter, wash, wear, repair, destroy, or mail the item until Galware explains what is needed. A careful try-on inspection is fine unless it would worsen the problem.

9. Fair verification and suspicious evidence

Photos help resolve legitimate problems, but a single image is not always enough. Galware does not rely only on an automated "AI detector." If evidence is incomplete, inconsistent, or reasonably appears altered, we may proportionately request:

Another photo or a short continuous video showing the full item, issue, product label or garment tag if applicable, and a one-time code Galware provides beside the product.

The original image or video file rather than a screenshot or social-media copy.

A prepaid physical return for inspection. When Galware requires a return for an eligible claim, Galware provides the authorized method and pays reasonable return shipping.

Carrier packaging, tracking, delivery confirmation, or other information reasonably relevant to the claim.

Galware will not ask for a selfie, facial scan, or government ID merely to prove a product defect. We may deny a voluntary claim after reasonable review if material evidence is fabricated or altered, the item is intentionally made unavailable for reasonable inspection, or the request is part of fraud or abuse. This does not permit denial of a valid nonwaivable legal right.

10. Remedies, returns, and refunds

For a confirmed Galware error or qualifying defect, the normal first remedy is a no-cost remake or replacement. If that is not reasonably available or would not provide a fair or legally sufficient solution, Galware will refund the affected item or provide another remedy required by law.

Refunds are issued to the original payment method and include tax attributable to the refunded item. Bank processing time is outside Galware's control after issuance.

Original shipping charges are not refundable for a partial-item remedy or customer-caused issue unless law requires otherwise. If the entire order is materially nonconforming because of Galware's error, Galware will refund applicable outbound shipping as required by law.

Do not send an unauthorized return. It may be refused or unavailable for credit. The public contact address is not a return facility.

If Galware supplies a return label, use it by the stated deadline and obtain an acceptance scan or receipt. A return sent by another method without written approval is at the sender's risk to the extent permitted by law.

If a replacement is approved, the replacement normally has the same specifications as the original order unless Galware agrees in writing to a change.

11. Delivery, lost packages, and address errors

Production and delivery dates are estimates unless Galware expressly guarantees a date in writing. If Galware cannot ship within the promised time or the period required by law, we will provide the notice, consent choice, cancellation option, or prompt refund required by applicable law.

If tracking says delivered but the package cannot be found, verify the confirmed address, check household members and safe locations, and allow two business days for a premature carrier scan before contacting us.

Galware may open a carrier inquiry. A replacement or refund is available when the package is reasonably determined lost or misdelivered and the customer supplied a correct, deliverable address, subject to applicable law.

If a package is returned because the customer supplied an incomplete, invalid, or inaccessible address, the customer is responsible for verified reshipment costs. The item is not refundable for that reason.

If Galware or the carrier delivers to an address other than the confirmed address, Galware will work to correct the problem.

12. Where we ship

Galware currently accepts orders only for delivery within the 50 United States and the District of Columbia. We do not ship to U.S. territories, APO/FPO/DPO addresses, freight forwarders used to export an order, or addresses outside the United States. An order submitted for an unsupported destination may be canceled and any captured payment refunded. This boundary does not reduce a nonwaivable right for an order Galware validly accepted.

13. Gift cards

Gift card purchases are final and non-refundable. Gift cards cannot be redeemed for cash except where required by law. Galware gift cards do not expire and have no service or inactivity fees. If Galware made an error with your gift-card order, contact us at hello@galware.shop and we will make it right.

14. Questions - Ask before ordering

Seller: H2 Holdings, LLC dba Galware. We would rather answer a question before an order than disappoint you after one. Contact hello@galware.shop or 615-806-7549.  Do not mail a return to 73 White Bridge Road, Suite 103-316, Nashville, TN 37205 unless Galware first authorizes it in writing.