Return & Refund Policy

Returns & Refunds Policy

Last updated: July 29, 2026

We want you to be happy with your hat. This page explains exactly what is returnable, what is not, and what we do when something goes wrong on our end. Please read the section on custom and personalized items carefully before you order.

At a Glance

1. Custom & Personalized Items Are Final Sale

Custom and personalized hats are made specifically for you and cannot be resold to anyone else. For this reason, personalized items are Final Sale and are not eligible for return, exchange, or refund for change of mind — including cases where you no longer want the design, ordered the wrong colour, or approved a proof that contained a spelling error.

An item is considered custom or personalized if it includes any of the following:

• Custom text, names, dates, initials, or monograms
• Your uploaded logo, artwork, or photo
• A font, thread colour, or design placement chosen by you
• Any modification requested by you to one of our stock designs

This is why we send a proof. Before we stitch anything, we email you a digital proof showing the exact design, spelling, and placement, with two rounds of revisions included free of charge. Production only begins after you approve it in writing. Please check names, dates, and spelling carefully at that stage — once approved, the design is locked and we stitch exactly what you approved.

Final Sale never applies to our mistakes. If your hat is defective or does not match the proof you approved, Section 2 applies in full and you are always covered.

2. Our Quality Guarantee — Defects, Errors & Shipping Damage

If any of the following happens, we will send you a free replacement or issue a 100% refund — your choice — and we pay all return shipping costs. You will never be asked to pay for our error.

This guarantee covers:

• Embroidery defects — loose, broken, skipped, or puckered stitching; misaligned or off-centre designs; incorrect thread colours; fraying or unravelling thread.
• Design errors on our end — the finished hat does not match the digital proof you approved, including wrong spelling, wrong font, wrong placement, or wrong size where the error was ours and not present in the approved proof.
• Manufacturing faults on the cap itself — broken or missing adjustable strap, split seams, holes, or fabric flaws.
• Damage in transit — the hat arrives crushed, torn, stained, or water-damaged.
• Wrong item received — you received a different design, colour, or product than you ordered.

Deadline: claims under this guarantee must be submitted within 14 calendar days of the delivery date shown on your tracking.

This guarantee applies equally to custom, personalized, and stock items. Final Sale status does not remove it.

3. Non-Personalized (Stock) Items

Hats with one of our ready-made designs and no personalization can be returned within 30 calendar days of delivery for a refund, provided they are:

• Unworn and unwashed
• Free of odours, stains, pet hair, and makeup
• In original condition with any tags still attached

Return shipping for a change-of-mind return is paid by the customer. The original shipping charge, if any, is non-refundable. Please contact us for a return authorization before shipping anything back.

4. How to Submit a Claim

Email support@stitchedhats.com with the subject line “Return – [your order number]” and include:

1. Your order number and the name the order was placed under.
2. A clear photo of the issue in good daylight, close enough that the defect is visible.
3. A photo of the entire hat, front panel fully in frame.
4. If the package arrived damaged: a photo of the outer packaging and the shipping label.
5. A short description of what's wrong.

What happens next:

• We review every claim within 1 business day (Monday–Friday).
• If your claim is approved, we email you a Return Authorization (RA) number and, where return shipping is on us, a prepaid return label.
• In many defect cases we do not need the hat back at all. If we can resolve it from your photos, we'll tell you to keep it and we'll ship the replacement or issue your refund immediately.

Please do not ship anything back without an RA number. Unauthorized returns cannot be tracked to your order and may not be refundable.

5. Return Address

Once your return is authorized, send it to:

Stitched Hats – Returns
2005 Walnut Hill Dr
Rowlett, TX 75088
United States

Please write your RA number clearly on the outside of the package. We recommend a trackable shipping service for customer-paid returns — we cannot issue a refund for a return that never arrives and has no tracking.

6. Who Pays Return Shipping

7. Refunds — Timing & Method

Approved refunds are issued to your original payment method within 5–7 business days of the date we receive your returned item or, where no return is required, the date we approve your claim.

We email you a confirmation the moment the refund is issued. Please allow an additional 3–10 business days for your bank or card issuer to post the funds to your account — that portion is outside our control.

Refunds are issued for the price you paid for the item. Original shipping charges are refunded only when the return is due to our error.

8. Replacements & Remakes

If you'd rather have the hat than the money, we'll remake it. Approved replacements go into production immediately at no cost to you, and we cover the shipping. Remade orders follow our standard timeline of 1–2 business days processing plus 5–7 business days shipping.

9. Cancellations & Changes

• Custom orders: you may change or cancel free of charge at any point before you approve your proof. Once approved, production begins and the order can no longer be changed or cancelled.
• Stock orders: contact us within 24 hours of placing your order. If it has not yet shipped, we'll cancel it and refund you in full.

10. Lost, Delayed & Undeliverable Packages

• No tracking movement for 10 business days: contact us. We'll open a claim with the carrier and replace or refund your order.
• Marked delivered but not received: check with neighbours and your building first, then contact us within 7 days. We'll investigate with the carrier and work with you on a resolution.
• Wrong address entered at checkout: if the package is returned to us as undeliverable, we'll reship it once you confirm the correct address, with reshipping paid by the customer. Please double-check your address before completing checkout.

11. Items We Cannot Accept

• Custom or personalized hats returned for change of mind, wrong colour choice, or a typo present in the proof you approved
• Items returned more than 30 days after delivery
• Items that have been worn, washed, altered, or damaged after delivery
• Items returned without a Return Authorization number
• Gift cards

12. Questions Before You Order

If anything here is unclear, ask us before you place your order — especially on custom work. We'd much rather spend five minutes on email than have you end up with a hat you can't return.

This policy does not affect any statutory rights you may have under applicable consumer protection law.