Refund policy

At HeyASD, we believe comfort is connection. Every product is created with care, intention, and lived experience, so you can shop knowing that what you wear was designed with autistic adults in mind. Our return process reflects those same values: simple, fair, and sensory-aware while ensuring we can sustainably continue serving our community.

Sensory Comfort Policy

Every HeyASD piece is thoughtfully created by autistic designers who care deeply about comfort, quality, and lived experience. We choose soft fabrics, tag-free finishes, and sensory-considered designs to support comfort for as many people as possible.

However, sensory experiences are unique to each person. What feels soothing to one individual may feel uncomfortable to another. While we stand by the quality and intention of our products, we cannot guarantee universal sensory compatibility.

We gladly replace or refund any item that arrives damaged, misprinted, or defective. For personal sensory preferences or comfort differences, returns are not accepted, as each item is made to order and cannot be resold once worn or tried on.

What Qualifies

  • Defective, damaged, or misprinted items are eligible for a replacement or refund.
  • Orders lost or damaged in transit will be reviewed case-by-case.

Timeframe

Please report any issue within 30 days of delivery. Claims outside this window may not be eligible.

How to Start

  1. Contact us with your order number.
  2. Briefly describe the issue and attach clear photos (package label + item + print/area of concern).
  3. We’ll review promptly and confirm the next step (replacement or refund if applicable).

Non-Returnable Situations

  • Change of mind, sensory preference, or “doesn’t feel right.”
  • Incorrect size or color selection.
  • Personalized items and digital downloads (unless defective).
  • Normal variations within industry tolerances (e.g., small print-placement shifts).

Shipping Costs

  • If we’re at fault (defect/damage/misprint), replacement or refund is covered.
  • For returns outside of defect or misprint cases, return postage is the customer’s responsibility and must be approved prior to shipping.

Why These Boundaries Exist

Our products are created by and for autistic adults, with the goal of offering accessible, sensory-considered comfort. However, we cannot offer try-ons. These boundaries help us maintain fair pricing, ethical production, and sustainability while continuing to support our community long-term.

Who We Serve

HeyASD exists to serve autistic adults. Our products, language, and mission are designed with their needs and experiences at heart. If you’re purchasing for someone else, please do so with care and understanding, this space was built for our community.

Need help? Contact us — we’re here to help, calmly and clearly.