Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at merchandise@gtmaonline.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at merchandise@gtmaonline.com.


Damages and issues
We have a 30-day damages policy, which means you have 30 days after receiving your item to request a replacement. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.

1. Reporting Damages: Please report any damages within 30 days of delivery. Contact our customer service at merchandise@gtmaonline.com, providing photos, descriptions, and your invoice number.

2. Return and Inspection: Return damaged products in their original packaging. We will inspect the items and verify the damages.

3. Replacement Process: Once approved, we will process your replacement. Expected delivery times will be communicated.

4. Exclusions: This policy does not cover damages due to misuse, unauthorized alterations, or external factors.

5. Shipping Costs:

  • The licensee is responsible for the return shipping costs.
  • GTMA will cover the costs of shipping the replacement products.

6. Special Considerations: For bulk orders or long-term partners, we may offer additional solutions, including partial replacements or credits.

For any questions or assistance, please contact our wholesale support team at merchandise@gtmaonline.com.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

1. Eligibility: Products must be exchanged within 30 days of delivery, in their original condition, and with all packaging, accessories, and documentation intact. A valid invoice is required.

2. Process:

  • Contact customer service at merchandise@gtmaonline.com within 30 days of receiving your order.
  • Provide necessary documentation, including photos (if applicable) and proof of purchase.
  • Ship the products back to our warehouse once the exchange is approved. Include the invoice and exchange approval confirmation.
  • Upon inspection, we will process and ship the replacement products. Delivery times will be communicated.

3. Exclusions:

  • Custom or personalized products.
  • Used, damaged, or altered products.
  • Seasonal or promotional items with specific restrictions.

4. Shipping Costs:

  • The licensee responsible for return shipping costs.
  • GTMA will cover the costs of shipping the replacement products.

5. Special Considerations: For bulk orders or long-term partners, we may offer additional solutions, including partial exchanges or credits.

For any questions or assistance, please contact our wholesale support team at merchandise@gtmaonline.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded for store credit via digital gift card. Please check your email to access the details to your digital gift card.