At hatheadturner, we maintain rigorous quality control for all our hats. Should issues arise post-delivery, contact our customer service team at [email protected] promptly for assistance.
Return Period
Items may be returned or exchanged within 30 days of receipt, provided they meet our eligibility criteria.
Return Shipping Options
- Post Office Collection: Arrange package pickup via your local post office.
- Drop-off at Post Office: Deliver the package to your nearest post office.
Shipping Cost Responsibility
- Our Fault (e.g., defective/damaged items, incorrect delivery): We cover return shipping costs and provide prepaid return labels for carrier-caused issues.
- Your Reason (e.g., size mismatch, style preference change): You bear shipping fees, which vary by carrier.
Return Requirements
- Non-Quality Issues: Items must be unworn, undamaged, and retain original tags and packaging. For hygiene reasons, hats that have been worn (visible sweat marks, odor, or styling product residue) may not be eligible for return.
- Pre-Approval Required: Obtain customer service approval before returning items.
- Quality/Incorrect Delivery Issues: Provide clear photos of defects/errors to receive return instructions.
Eligible Circumstances for Return/Refund
- Items damaged/defective due to production/transportation errors.
- Items differing from descriptions (e.g., size, color, material).
- Undelivered/lost parcels.
- Delays exceeding agreed timelines.
Return Process
- Contact Customer Service: Share order number, SKU/product name, and return reason.
- Response: Our team replies within 24 hours on business days with detailed instructions.
- Ship Items: Return to the provided address with tracking number and receipt.
- Refund/Exchange: We process refunds/exchanges immediately upon receipt and inspection of returned items.
Critical Notices
- Return Address: Use only the address provided by customer service; package sender addresses are invalid.
- Non-Our Items: Exclude non-hatheadturner items from returns—we won’t process them.
- Lost/Stolen Packages: We aren’t liable for transit losses; retain tracking proof.
- Refund Timing: Refunds may take up to 7 business days to reflect, depending on payment providers.
Special Cases
- Defective/Damaged Items: We issue return labels for carrier-caused issues.
- Customer Remorse: You arrange return labels for size/style changes.
- Used/Stained Items: Returns with visible wear (sweat stains, odors, makeup marks, etc.) may be denied.
Contact Us
Address: RM 5047,FLOOR 5 YAU LEE CTR 45 HOI YUEN RD KWUN TONG HONG KONG
Telephone: +852 47936445 (Available Monday–Friday, 08:00–17:00 UTC +8)
Email: [email protected]
Working Hours: Monday–Friday, 08:00–17:00 (UTC +8)
We respond within 24 hours on business days.