Returns & Refunds Policy

Our Commitment to Fair Support

At Direct Global Performance, LLC, we value customer satisfaction and aim to provide a fair and transparent return and refund process. If you are not fully satisfied with your purchase, please review the terms below to understand your eligibility for a return, replacement, or refund.

By placing an order through our website, you agree to the conditions outlined in this Returns & Refunds Policy.

Return Eligibility

We accept return requests for eligible items within:

  • 30 days from the date of delivery

To qualify for a return, the item must meet the following conditions:

  • The item must be unused, unworn, and in its original condition
  • The item must be returned in its original packaging
  • The item must not show signs of damage caused by misuse, neglect, or improper handling
  • Proof of purchase may be required

Returns that do not meet these conditions may be refused.

Non-Returnable Items

Certain items may not be eligible for return, including but not limited to:

  • Final sale items
  • Gift cards
  • Downloadable or digital products
  • Personalized, custom-made, or special-order items
  • Items that have been used, altered, damaged by the customer, or returned without original packaging where applicable

If a product is marked as non-returnable, that condition will apply at the time of purchase.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within a reasonable time after delivery.

When contacting us, please include:

  • Your order details
  • A description of the issue
  • Clear photos, if available

After review, we may offer one of the following where appropriate:

  • Replacement
  • Store credit
  • Refund
  • Other reasonable resolution

We reserve the right to verify the issue before approving any claim.

Return Request Process

To request a return, customers should contact us before sending any item back.

Please include:

  • Full name
  • Order number
  • Reason for return
  • Any relevant photos or supporting information

Returns sent without prior contact or approval may experience delays in processing or may not be accepted.

Return Shipping Responsibility

Unless the return is due to our error, such as receiving the wrong item or a defective product, customers are generally responsible for return shipping costs.

Original shipping charges are typically non-refundable unless otherwise required by law or unless the return is the result of our mistake.

We recommend using a trackable shipping service when returning items, as we are not responsible for returns lost in transit.

Inspection of Returned Items

Once your return is received, the item will be inspected to verify its condition and eligibility.

We reserve the right to:

  • Approve or deny a return based on the item’s condition
  • Apply partial refunds where an item is returned in a condition different from its original state
  • Refuse returns that do not comply with this policy

Refund Approval

If your refund is approved, the refund will be issued to the original payment method used during checkout.

Refunds may include:

  • The product purchase price
  • Applicable taxes, where required
  • Shipping charges only when the return is due to our error or where required by law

Refund Processing Time

Once approved, refunds are typically processed within a reasonable number of business days. However, the time it takes for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

Please note:

  • Financial institutions may require additional processing time
  • We are not responsible for delays caused by third-party payment processors or banks

Late or Missing Refunds

If you have not received your refund after the expected processing period, please:

  1. Check your bank account again
  2. Contact your credit card company or payment provider
  3. Contact your bank, as processing times can vary

If you still need assistance, please contact us and we will review the matter with you.

Order Cancellations

Orders may only be canceled before they have entered processing or shipment.

If your order has already been processed or shipped, cancellation may no longer be possible, and the order may instead be subject to this Returns & Refunds Policy after delivery.

We also reserve the right to cancel orders in cases involving:

  • Payment issues
  • Product unavailability
  • Pricing errors
  • Suspected fraud or abuse

If we cancel an order after payment has been received, an appropriate refund will be issued.

Exchanges

We may offer exchanges in limited situations, particularly for damaged, defective, or incorrect items. Exchange availability depends on stock availability and the nature of the issue reported.

Customers seeking an exchange should contact us first for review and instructions.

Abuse of Return Policy

To protect our business and customers, Direct Global Performance, LLC reserves the right to refuse returns, refunds, or future service where there is evidence of abuse, fraud, repeated unreasonable return activity, or policy manipulation.

Contact Information

If you have any questions about returns, refunds, or order issues, please contact:

Direct Global Performance, LLC
500 South Airport Boulevard, South San Francisco, California 94080, United States
Phone: (800) 220-1900