Returns and Refund Policy

Refund Policy

Our primary objective is to ensure 100% customer satisfaction. Please contact us via email at hello@the-cowboy-hat.com or directly through our contact form to request your return form, which must be completed and included in your package. The customer is responsible for covering the shipping costs for returning the item (excluding defective items). Please note that shipping costs are non-refundable. For customers in UK, you have a 14-day window from the date of mailbox receipt to initiate the return process, provided the item is in new condition. Kindly contact us in advance.

I WANT TO EXCHANGE OR RETURN AN ITEM THAT DOESN’T SUIT ME

Our standard return policy lasts for 14 days from the date of receiving your order. If 14 days have passed since you received your order, we typically cannot offer a refund or exchange. Each customer wishing to exchange their order has 14 days from the date of order receipt to initiate the return process. We recommend contacting us by email in advance, specifying the order number (LS…). To be eligible for a return, your item must be in the same condition as when you received it and in its original packaging. Gift cards cannot be returned. To process your return, we require an email receipt or another proof of purchase. Any item not in its original condition, damaged, or missing parts for reasons that cannot be returned are not eligible for a refund or exchange beyond the 14-day period from the date of order receipt.

Detailed Return Policy:

Step 1: Ensure that you meet the following conditions:

  • You have 14 days from the date of receiving your package to return it.
  • Tags must be attached to the item in the same way as when received.
  • The item must be new and unwashed.

If a buyer changes their mind and wants a refund, they have 14 days from the date of receiving their order to submit their return request to customer service via the contact form. If the 14-day period expires on a Saturday, Sunday, or a public holiday, it is extended to the next working day.

Step 2: Contact us via email at hello@the-cowboy-hat.com or directly through our contact form to request your return form, which must be completed and included in your package.

Step 3: Send the items you wish to return to the address provided in the return form. Clearly indicate in the form whether you want a refund, exchange, or store credit. We offer free delivery for all items from The Cowboy Hat, but return shipping costs are your responsibility. In the case where you cannot print the document, you can copy the details of the form onto a piece of paper and include it in your package. This paper should include your order number (Example: LS1122), the names of the returned items, and your preferred return outcome (refund, store credit, or exchange for a different size/color).

Step 4: Upon receiving the items, they will be inspected, and depending on your request, we will:

  • Refund your items: You will receive an email confirming the refund of your order.
  • Exchange your items: The items will be exchanged for those specified on your return form, and you will receive an email confirming the exchange, along with a new order number and tracking information.

The Cowboy Hat reserves the right to reject returns sent or reported after the return deadline or items that are not in the same condition as when received. Once the return is accepted, you will be refunded using the same payment method used for the purchase. The maximum refund processing time is 10 days. Please note that the refund timeline on your account always depends on your bank. The refund for the order is due within 10 days of receiving the order at our manufacturing center, i.e., upon receipt at our warehouse. In case of a return, The Cowboy Hat is obligated to refund the amounts paid by the customer, excluding return costs. Shipping costs/return costs are the responsibility of the buyer and are non-refundable. Therefore, the customer is responsible for covering their own shipping costs to return the item to our manufacturing center in Asia, using the return address provided by customer service. Any additional shipping costs, such as secure delivery, are non-refundable.

I WANT TO RETURN A DEFECTIVE ITEM (if applicable)

If an item is found to be defective, the customer has 48 hours from receiving the order to contact customer service. The customer must send evidence in the form of photos and descriptions of the product defects to customer service first via the contact form: contact us. We guarantee a full refund of the order for defective products, items not delivered, or items out of stock. If a product has a manufacturing defect, you must contact us within 48 hours of receiving it. After this period, the order is considered satisfactory.

Step 1: Send us an email at hello@the-cowboy-hat.com with a complaint accompanied by photos documenting the defects. Never remove tags or wash a stained or defective item received before informing us, as this may prevent your request from being considered.

Step 2: Your request will be processed by our team within a maximum of 48 hours (excluding Sundays and holidays). You will then have several options to choose from:

  • Refund of the defective item by us
  • Replacement of the item if it is still in stock
  • The possibility of receiving a store credit for the entire store.

In the case of a store credit, we can generate a return label ourselves and send it to you, with return costs covered by us.

REFUNDS (if applicable)

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method.

Late or Missing Refunds (if applicable)

It may take some time before your refund is officially posted. If you have not received your refund within two weeks, please contact us at the following email address: hello@the-cowboy-hat.com

Attention: We do not accept returns with cash-on-delivery. If you are eligible for a refund, the refund will be processed using the original payment method.