Returns Policy
1. Overview
At Stitched Hats, we want you to love your custom hat. However, because most of our products are made-to-order (custom embroidery, photo portraits, personalized text), we have a limited return policy.
Please read this policy carefully before placing your order.
2. Returns – Ready-to-Ship Hats
| Condition | Return Eligible? | Time Limit |
|---|---|---|
| Unworn, unwashed, with original tags | ✅ Yes | Within 14 days of delivery |
| Worn, washed, or damaged by customer | ❌ No | N/A |
| No original packaging | ❌ No | N/A |
How to return ready-to-ship hats:
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Email us at support@stitchedhats.com with your order number
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We will provide a return shipping address (Rowlett, TX)
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Ship the item back within 14 days of delivery
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Once received and inspected, we will process your refund
⚠️ Return shipping costs are paid by the customer unless the item was defective or we sent the wrong item.
3. Returns – Custom & Personalized Hats
Because custom hats are made especially for you, they are generally not eligible for return or refund, except in the following cases:
| Situation | Refund / Replacement |
|---|---|
| We made an error (wrong name, wrong photo, wrong text) | ✅ Full refund or free replacement |
| Defective product (stitching error, torn fabric, broken snapback) | ✅ Full refund or free replacement |
| Customer changed mind (don't like the design after ordering) | ❌ No refund |
| Customer provided incorrect photo or text | ❌ No refund |
| Color difference due to monitor settings | ❌ No refund |
📌 Important: Please double-check your spelling, photo, and design before placing your custom order. We stitch exactly what you submit.
4. Defective or Incorrect Items
If your hat arrives with a defect or does not match your custom order request:
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Contact us within 7 days of delivery at support@stitchedhats.com
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Include:
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Your order number
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Clear photos of the issue
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Description of what went wrong
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We will review and respond within 2–3 business days
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If approved, we will:
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Send a free replacement (same design), or
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Issue a full refund
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We cover return shipping costs for defective or incorrect items.
5. Non-Returnable Items
The following items cannot be returned for any reason:
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❌ Custom photo portrait hats
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❌ Hats with personalized names, dates, or custom text
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❌ Hats with custom logos or uploaded images
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❌ Hats that have been worn, washed, or altered
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❕ Items returned without original packaging
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❌ Final sale or clearance items (if applicable)
6. How to Initiate a Return
Step 1: Email Us
Send an email to: support@stitchedhats.com
Subject: RETURN REQUEST – Order #[Your Order Number]
Step 2: Wait for Approval
We will respond within 2–3 business days with:
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Return approval or denial
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Return shipping address (if approved)
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Any special instructions
Step 3: Ship Your Return
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Pack the item securely (original packaging preferred)
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Include a note with your order number inside the package
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Ship to:
Stitched Hats – Returns
2005 Walnut Hill Dr
Rowlett, TX 75088
United States
⚠️ We recommend using a trackable shipping method. We are not responsible for lost returns.
7. Refunds
Refund Timeline
| Step | Timeframe |
|---|---|
| Return received | 2–5 business days |
| Inspection | 2–3 business days |
| Refund processed | 3–5 business days after approval |
| Reflects in your account | Additional 3–7 business days (depends on bank/PayPal) |
Refund Method
| Original Payment | Refund Method |
|---|---|
| PayPal | Back to original PayPal account |
| Credit / Debit Card | Back to original card |
Shipping Costs
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Original shipping fees are non-refundable unless the return is due to our error (defective or wrong item)
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Return shipping costs are paid by the customer (except for our error)
8. Exchanges
We do not offer direct exchanges. If you need a different hat:
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Return your original hat (if eligible – see Section 2)
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Place a new order at stitchedhats.com
9. Cancellations
| Order Status | Cancellation Possible? |
|---|---|
| Order placed within 1 hour (no work started) | ✅ Yes – full refund |
| After 1 hour (embroidery started) | ❌ No |
| Custom photo hat (design work started) | ❌ No |
10. Late or Missing Refunds
If you have not received your refund after approval:
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Check your bank account again – refunds can take 3–7 extra days to post
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Contact your credit card company or PayPal (they may have internal processing delays)
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Contact us at support@stitchedhats.com if you've done the above and still need help
11. Chargebacks
Filing a chargeback without first requesting a return or refund may result in:
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Immediate suspension of your account
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Permanent ban from future orders
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Legal action for fraudulent chargebacks (in extreme cases)
We encourage you to contact us first at support@stitchedhats.com – we will always try to resolve any issue fairly.
12. Contact Information for Returns & Refunds
📧 Email: support@stitchedhats.com
📞 Phone: [Your phone number – optional]
🏢 Address: 2005 Walnut Hill Dr, Rowlett, TX 75088, United States
Please include your order number in all communications.
❓ FAQs – Returns
Q: Can I return a custom hat if I don't like the way it looks?
A: No. Because custom hats are made specifically for you, we cannot accept returns for "change of mind."
Q: What if I made a typo in my custom text?
A: Please double-check your spelling before ordering. We stitch exactly what you type. No refunds for customer typos.
Q: How long do I have to return a ready-to-ship hat?
A: 14 days from delivery. The hat must be unworn and unwashed.
Q: Who pays for return shipping?
A: You do – unless we made an error or the hat is defective.
Q: How long does a refund take?
A: Once approved, we process refunds in 3–5 business days. Your bank or PayPal may take 3–7 additional days.
Q: Do you offer refunds on sale items?
A: Final sale items are non-refundable. Please check the product page for details.