Refund policy

At Custom Hat Maker, every product is custom-made to match your specific design, logo, and branding requirements. Because each order is produced exclusively for you, our return and refund policy reflects the personalized nature of our products. Please read this policy carefully before placing an order.

1. When Will We Issue a Free Replacement or Full Refund

We will fully resolve your issue — with a free replacement order or a full refund — if any of the following apply:

• The finished product does not match your approved digital mockup
• The item has a manufacturing defect (stitching failure, patch misalignment, material defect)
• The engraving or decoration does not match your approved design
• You received the wrong item or the wrong quantity

How to Request a Resolution

You must complete the following steps within 15 days of receiving your order:

1. Contact us at support@customhatmaker.us or call 
2. Provide your order number and a clear description of the issue
3. Attach clear photos showing the defect or discrepancy
4. We will review and respond within 2 business days

Once the issue is verified, we will either rush a free replacement order or issue a full refund — your choice. Refunds are processed within 5–10 business days to your original payment method.

2. Order Cancellation Policy

Before Mockup Approval

If you request cancellation before approving your digital mockup:

• A 20% cancellation fee applies to cover order processing and setup costs
• The remaining balance is refunded within 5–7 business days to your original payment method

After Production Has Started (Post Mockup Approval)

Once production begins after you approve your mockup:

• A 50% cancellation fee applies
• The remaining 50% is refunded within 5-7 business days

After Shipment

Orders cannot be canceled, returned, or refunded once they have shipped. If you have a quality issue with a shipped order, see Section 2.

3. Damaged or Defective Items

If your order arrives physically damaged during shipping:

5. Inspect your package immediately upon delivery
6. Report damage within 7 days of delivery to support@customhatmaker.us
7. Provide your order number and clear photos of the damaged packaging and product
8. We will verify the damage and arrange a free replacement

Our craftsmanship guarantee covers manufacturing defects for up to 60 days from the delivery date.

4. Non-Refundable Items

The following items are not eligible for return, refund, or exchange:

• Completed custom products that match the approved mockup
• Products that have been worn, washed, or altered after delivery
• Sale or clearance items (unless defective)
• Gift cards

If you are unsure whether your situation qualifies, please get in touch with us before sending anything back.

5. Exchanges

Because all products are custom-made, we do not offer traditional exchanges. However, if there is an issue with your order, our support team will work with you to find the best resolution.

6. Mistaken Returns

Please do not send any items back without first contacting us and receiving written authorization. Unauthorized returns will not be processed and we are not responsible for items lost in transit that were sent without prior authorization.

7. Refund Processing Time

All approved refunds are issued within 5–7 business days to your original payment method. Actual posting time may vary depending on your bank or payment provider.

8. Contact Us

For all return, refund, or order issue inquiries, please get in touch with us through any of the following:

We aim to respond to all inquiries within 1 business day.