Refund / Returns Policy

1. Eligibility for Returns

• We accept returns and exchanges within 30 days of delivery.

• To be eligible for a return or exchange, items must be:

  • Unworn and unused

  • In their original condition

  • With all original tags and packaging intact

• Custom-made or personalised hats are non-returnable and non-refundable, unless faulty.

2. Initiating a Return or Exchange

To initiate a return or exchange, please contact our customer support team at Contact@BigHatsForBigHeads.co.uk within 30 days of receiving your order.

Please include:

• Your order number

• A brief reason for the return or exchange

• Clear photographs of any defects or damage, if applicable

Returns must not be sent back without prior approval.

3. Returns Process

• Once your return request is approved, we will provide return instructions and a return address.

• Customers are responsible for all return shipping costs, unless the return is due to an error on our part or a confirmed faulty item.

• Items must be securely packaged in their original packaging, including all tags and accessories.

• Please include your order number inside the parcel.

4. Refunds and Exchanges

• Refunds are processed within 7–10 business days of us receiving and inspecting the returned item(s).

• Refunds will be issued to the original payment method used at checkout.

• All refunds exclude the original shipping cost, as this cost was incurred to send the order to the customer and is non-recoverable.

• Exchanges will be dispatched once the returned item(s) have been received, inspected, and approved for resale.

5. International Orders & Import Fees

• For international orders, customers are responsible for any import duties, customs fees, local taxes, or additional charges imposed by their destination country.

• If an international order is:

  • Refused

  • Returned to us due to unpaid import fees

  • Not collected or accepted

  The original shipping cost will be forfeited and is non-refundable.

• As a small business, we are unable to cover outbound shipping costs, return shipping costs, or any losses resulting from unpaid import fees or customs refusals.

• Any refund issued in these cases will exclude the original shipping cost and may be subject to further deductions if additional costs were incurred.

6. Damaged or Defective Items

• If your item arrives damaged or defective, please contact us immediately with clear photographs of the issue.

• We inspect and photograph all products prior to dispatch.

• If a fault is confirmed, we will arrange a replacement or a full refund (including original shipping where applicable).

7. Non-Returnable Items

The following items are not eligible for return or refund:

• Hats showing signs of wear, including but not limited to:

  • Sweat marks

  • Scratches

  • Rips

  • Fraying or damage caused by use

• Custom-made or personalised hats (unless faulty)

• Items returned without original tags or packaging

8. Return Shipping Costs

• Customers are responsible for return shipping costs unless the return is due to:

  • A mistake on our part

  • A confirmed manufacturing defect

Original shipping costs are never refundable, except in cases of confirmed faults.

9. Customer Support

If you have any questions regarding returns, refunds, or international orders, please contact us at:

Email: Contact@BigHatsForBigHeads.co.uk
Or via the contact form on our website.

We truly appreciate your support of our small business and thank you for choosing Big Hats For Big Heads