Effective Date: 12/08/2024

At Mad Hats, we are committed to ensuring our customers are satisfied with their purchases. If you are not completely happy with your order, we offer a fair and transparent refund policy. Please read the following terms to understand your rights and our policies regarding returns and refunds.

1. Eligibility for Refunds

• You have 14 days from the date of receipt to request a refund. To be eligible, items must be unused, in their original packaging, and in the same condition that you received them.
• Certain items, such as sale items or custom orders, may not be eligible for refunds. Please check the product description or contact our team for clarification.
• Faulty or damaged items are eligible for refund or replacement. You must notify us within 14 days of receiving the item if it arrives damaged or faulty.

2. Return Shipping

• We will provide return shipping labels for eligible returns. The cost of return shipping will be deducted from the refund issued to you.
• Before returning any item, you must contact our customer service team to ensure your return is eligible. Unapproved returns may not be accepted.

3. Refund Process

• Once we receive your returned item, it typically takes 2-5 business days for our team to inspect the item and initiate the refund process.
• You can choose to receive your refund in one of the following ways:
  • Store Credit: While we do not offer customer accounts, store credit can be issued through cooperation with our staff for use on future purchases.
  • Original Payment Method: Refunds will be issued to the original form of payment.
• For standard returns, please note that the 10% charity donation from your original purchase will be deducted from the refund amount. However, charity donations will not be deducted for exchanges or faulty goods returns.

4. Faulty or Damaged Items

• If your item arrives damaged or faulty, we will offer a replacement or refund. In this case, return shipping costs will be covered by us.
• We do not offer a repair service for damaged items.
• Charity donations will not be deducted from refunds for faulty or damaged goods.

5. Exchanges

• We accept exchanges, provided the goods are returned in a saleable condition, as per our refund eligibility criteria.
• If you would like to exchange your item for something else, please contact our customer service team to arrange the exchange. If there is a price difference, we will refund or charge the difference accordingly.
• Charity donations will not be deducted for exchanges.

6. International Returns

• Our international return process follows the same guidelines as domestic returns. However, please be aware that transit times and customs clearance in some countries may cause delays.
• The cost of international return shipping will also be deducted from the refund amount, as per our standard policy.

7. Refund Exceptions

• Custom or personalized items may not be eligible for refunds.
• If your return is not in its original condition or if it is returned beyond the stated time frame, your return may not be eligible for a refund.

8. Contact Us

If you need to initiate a return, exchange, or have any questions regarding our refund policy, please contact our customer service team at staff@madhats.co.uk.

We’re here to assist you with any concerns.