Return & Refund Policy

Hatty Hats Embroidery operates primarily as a custom headwear embroidery service. Many of the products we supply are made to order, personalised, or produced specifically to a customer’s brief.

Custom-made, personalised, or made-to-order items are non-returnable and non-refundable, unless they are faulty or produced incorrectly.

This includes (but is not limited to):

• Custom embroidered hats
• Personalised or branded headwear
• Items made to a customer’s specification
• Embroidered badges, patches, or labels
• Any item produced following artwork approval

Once production has begun, orders cannot be cancelled or returned, as the items are created specifically for you.

Please take extra care to:

• Check artwork, spelling, and placement
• Review any samples or visuals provided (where applicable)
• Ask questions before approving production

For non-custom items (such as future ready-to-ship products or standard retail items), we offer a 28-day return policy from the date of purchase.

Eligibility for Returns

• Items must be returned and received by us within 28 days of the purchase date
• Items must be unused, unworn, and in original condition
• Items must be returned in original packaging
• Items must be securely packaged to prevent damage

We reserve the right to refuse a return, issue a partial refund, or cancel a return if these conditions are not met.

Before returning any item, you must contact us first to confirm eligibility. This section applies to non-custom items only.

Please email our customer service team with:

• Order number
• Full name
• Email address used at checkout
• Reason for return

Do not send items back without approval.

Once approved, your request will be reviewed within 1–5 working days. You will receive a Return Authorisation (RMA) number. Returns sent without an RMA may be refused.

Once your return has been approved:

1. Print your order confirmation email
2. Clearly write your RMA number on the document
3. Repackage the item securely
4. Include the printed confirmation inside the parcel
5. Send the return using a tracked and insured service

Returns sent to manufacturers, third-party suppliers, or fulfilment centres will not be accepted.

• Customers are responsible for return shipping costs
• We do not currently offer free returns
• We recommend using a tracked and insured service
• We are not responsible for items lost or damaged in return transit

If you receive an item that is faulty, damaged, or incorrect, please contact us within 28 days of purchase.

Where applicable, we will arrange a replacement or issue a refund. For custom-made items, faults are assessed based on approved artwork, agreed specifications, and manufacturing errors (not design choices approved by the customer).

Once a return is received and inspected, we will notify you by email.

Approved Refunds

• Processed within 1–2 working days
• Returned to the original payment method
• Typically appear within 5–7 working days

Partial or Rejected Refunds

If a return does not meet eligibility requirements, we will contact you before proceeding. You may choose to have the item returned or accept a partial refund. Rejected returns will be sent back via standard delivery.

Please note: shipping upgrades and production upgrades are non-refundable. Custom-made items are not eligible for refunds unless faulty.

If you have not received your refund:

1. Check your bank or card statement
2. Contact your payment provider
3. Allow up to 10 working days

If your refund has still not appeared after this time, please contact us and we’ll assist.

The following items are not eligible for return:

• Custom or personalised items
• Made-to-order products
• Downloadable or digital goods
• Gift cards
• Items returned after 28 days
• Items not in original condition

By placing an order with Hatty Hats Embroidery, you agree to the terms outlined in this Return & Refund Policy.