Return, Exchange & Refund Policy

At Utmost Province®, this Return, Exchange & Refund Policy applies to purchases made at utmostprovince.com and to purchases made directly from Utmost Province Co., LLC, including approved in-person or local pickup transactions, unless a different written policy is expressly provided at the time of sale. This Policy governs physical goods shipped to customers in the United States, Canada, and Australia. By purchasing from Utmost Province®, you acknowledge and agree to this Policy, which forms part of our Terms of Service.

Nothing in this Policy is intended to limit any non-excludable rights you may have under applicable consumer protection laws.

Return Request Window

• Return, exchange, and store credit requests must be submitted within seven (7) calendar days of the carrier-confirmed delivery date.
• Requests submitted after this period are ineligible and may be denied.
• Submission of a request does not guarantee approval, refund, exchange, or store credit.

How to Start a Return or Exchange

• All return, exchange, and store credit requests must be submitted through our returns portal at https://utmostprovince.com/pages/return-exchange-portal.
• All requests are subject to manual approval before any return is authorized.
• Email support is available at clientservices@utmostprovince.com for assistance, but email alone does not create an authorized return.
• Approved requests will receive a Return Merchandise Authorization (RMA) and return instructions.
• The RMA must be clearly included with the return.
• Unauthorized, duplicate, late, or non-compliant returns may be rejected and returned to sender at the customer’s expense.

Eligibility Requirements

• Eligible items must be new, unused, unworn, unwashed, and free of odor, stains, damage, or signs of wear.
• All original tags must remain attached.
• Items must be returned in original packaging, where applicable.
• Returned items must arrive in the same condition in which they were delivered.
• We reserve the right to deny any request or reduce the amount of any refund or credit if the returned item does not meet these requirements.

Return Shipping

• The customer is responsible for all return shipping costs unless the item is approved by us as defective, damaged, or incorrectly shipped.
• Approved returns must be shipped with valid tracking.
• Insurance is strongly recommended for higher-value returns.
• We are not responsible for returns lost, delayed, misdelivered, or damaged in transit back to us.

Return Address:
Utmost Province Co., LLC (Returns)
Attn: Returns Dept – RMA #
7109 Gillis Johnson Street
Fort Worth, TX 76179 USA

Refunds

• Eligible approved refunds are issued only after the returned item is received and inspected.
• A 35% restocking fee will be deducted from approved refunds unless otherwise required by law or expressly waived by us in writing.
• Original outbound shipping charges, return shipping charges, processing charges, insurance charges, handling charges, and other non-refundable service charges are not refundable unless otherwise required by law.
• Approved refunds are issued to the original payment method unless we expressly agree to another form of resolution.
• Standard made-to-order apparel is not eligible for refund unless the item is approved by us as defective, damaged, or incorrectly shipped, or unless otherwise required by law.

Exchanges

• Approved exchanges are subject to inspection and stock availability.
• Standard made-to-order apparel may be eligible for exchange within seven (7) calendar days of carrier-confirmed delivery, provided the request is submitted through the returns portal, manually approved by us, and the item satisfies all eligibility requirements.
• Exchanges are generally limited to another available size or approved variant of the same product unless we determine otherwise in our sole discretion.
• No replacement item will be released until the original item is received and approved upon inspection.
• If the requested exchange item is unavailable, we may, at our discretion, offer store credit or another resolution.

Store Credit

• Where approved by us, eligible items may be returned for store credit instead of a refund.
• Standard made-to-order apparel may be eligible for store credit within seven (7) calendar days of carrier-confirmed delivery, subject to portal submission, manual approval, inspection, and compliance with this Policy.
• Store credit is issued only after the returned item is received and approved upon inspection.
• Store credit may be issued in the form of a digital gift card or similar store-issued credit instrument.
• Unless otherwise required by law, store credit is non-refundable, non-transferable, and may not be redeemed for cash.

Non-Returnable & Final-Sale Items

• All collectibles, including but not limited to Pokémon, One Piece, Disney Lorcana, Magic: The Gathering, Topps, Panini, Labubu, PSA-graded items, BGS-graded items, and similar collectible products.
• Opened, unsealed, tampered, or altered items.
• Custom or personalized apparel.
• Undergarments, swimwear, and socks, unless approved by us as defective or incorrectly shipped.
• Clearance items, promotional items, markdown items, and items marked final sale, non-returnable, or similar.
• Any item expressly identified on the product page, checkout, invoice, packing slip, order confirmation, or other point of sale as non-returnable or final sale.

Standard made-to-order apparel is not eligible for refund, but may be eligible for exchange or store credit within the 7-day request window if approved and otherwise compliant with this Policy.

Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, you must report the issue within 48 hours of the carrier-confirmed delivery date.

• Your claim must include your order number, a brief description of the issue, and 3–5 clear images showing the item and the issue.
• Approved claims may be resolved by replacement, repair, refund, store credit, or another remedy determined by us at our discretion and to the extent permitted by applicable law.
• Failure to report the issue within 48 hours may result in denial of the claim, except to the extent otherwise required by law.

Inspection & Processing

• All returned items are subject to inspection after receipt.
• Inspection generally occurs within 7 business days after the item is delivered to our returns department.
• Approval to send an item back does not guarantee a full refund, exchange, or store credit.
• Final determination is made after inspection and condition review.
• Depending on your payment provider, approved refunds may take up to 30 business days to appear.

Refused Deliveries, Failed Delivery & Returned Shipments

Packages marked “Delivered” by the carrier are considered fulfilled and complete for purposes of this Policy.

If a shipment is returned to us because of refusal of delivery, failure to claim, delivery obstruction, repeated failed delivery attempts, customs refusal, non-payment of required import charges, or an incorrect or incomplete address provided by the customer, any refund, exchange, or store credit may be reduced or denied.

Any approved refund may be reduced by outbound shipping, return shipping, customs-related charges, carrier fees, handling, processing, and any applicable restocking fee.

Chargebacks, Abuse & Fraud

False damage claims, item-switching, unauthorized disputes, wardrobing, abuse of the return process, or chargebacks made in bad faith may constitute fraud and/or a breach of our Terms of Service. We reserve the right, to the fullest extent permitted by applicable law, to deny future orders, restrict account access, contest chargebacks, recover losses and associated costs, and report suspected fraudulent conduct to payment processors, platforms, carriers, insurers, and appropriate authorities.

Import Duties, Taxes & Cross-Border Charges

Eligible orders shipped to Canada and Australia may be processed through Shopify Managed Markets. For eligible Managed Markets transactions, Global-e may act as merchant of record for the international order, and this may be disclosed during checkout where applicable.

For eligible cross-border orders, duties, import taxes, and related charges may be included in displayed prices and/or collected at checkout. The final checkout total shown before payment controls.

If a cross-border return, exchange, or store credit request is approved, any refund or credit may be reduced by outbound shipping, return shipping, customs-related charges, duties, import taxes, carrier fees, handling charges, currency conversion impacts, and other non-refundable cross-border service charges, to the extent permitted by law and to the extent such amounts are not returned to us by the applicable carrier, payment processor, government authority, or merchant of record.

Dispute Resolution

This Policy is governed by the laws of the State of Texas, without regard to conflict of law principles, except where consumer protection law requires otherwise. All rights not expressly granted herein are reserved. Nothing in this Policy limits any non-waivable rights that may apply under applicable law.

Contact

Email: clientservices@utmostprovince.com

Return Address:
Utmost Province Co., LLC (Returns)
Attn: Returns Dept – RMA #
7109 Gillis Johnson Street
Fort Worth, TX 76179 USA