Return & Refund Policy
Last Updated: November 2024
100% Satisfaction Guarantee
We stand behind every hat we produce. If there's an issue with your order, we'll make it right.
Understanding Custom Products
Because each order is custom-made specifically for you with your unique artwork and specifications, our return policy differs from standard retail stores. Please review our policy carefully before placing your order.
When We Accept Returns
We will gladly accept returns and provide a full refund or replacement in the following situations:
✓ Manufacturing Defects
- Embroidery errors (misspellings, incorrect design)
- Thread breaks or loose stitching
- Incorrect hat color or style sent
- Damaged hats (holes, stains, structural defects)
✓ Our Mistakes
- Wrong quantity shipped
- Design placed in wrong location
- Design does not match approved proof
- Wrong embroidery type (standard vs. 3D puff)
When We Cannot Accept Returns
Due to the custom nature of our products, we cannot accept returns for:
- Change of mind or no longer needed
- Artwork issues that were approved by you in the proof
- Minor color variations (thread colors may vary slightly from screen displays)
- Incorrect information provided by the customer (spelling, sizing, etc.)
- Orders that have been worn, washed, or altered
How to Request a Return
- Contact us within 7 days of receiving your order at support@custombusinesshats.com
- Include in your email:
- Your order number
- Clear photos showing the issue
- Description of the problem
- Wait for our response. We typically respond within 1 business day.
- If approved, we will either:
- Send replacement items at no charge
- Issue a refund to your original payment method
Order Cancellations
Within 24 Hours
Full refund available if production has not started.
After 24 Hours
Cancellation may not be possible once production begins.
Refund Processing
- Approved refunds are processed within 3-5 business days
- Refunds are issued to the original payment method
- It may take 5-10 business days for the refund to appear on your statement
- Shipping costs are non-refundable unless the return is due to our error
Damaged During Shipping
If your order arrives damaged due to shipping:
- Take photos of the damaged packaging and products immediately
- Contact us within 48 hours of delivery
- Keep all packaging materials for potential carrier claims
- We will work with the shipping carrier to resolve the issue and replace your items
Questions?
We're here to help! If you have any questions about our return policy or need assistance with an order, please don't hesitate to contact us:
Email: support@custombusinesshats.com
We typically respond within 1 business day.