Refund policy

1. Custom hats

Custom hats are created using your selected hat, patch shape, uploaded logo, placement, and order details. Because these products are made for you, custom hats are not eligible for return or refund due to change of mind, incorrect customer selections, low-resolution uploads, or customer-provided design errors.

If there is a production error or product defect, we will work with you to make it right through a replacement, remake, store credit, or refund depending on the issue.

2. Ready-to-ship products

Ready-to-ship products may be returned within 30 days of delivery if they are unused, unworn, unwashed, and returned in their original condition with any included packaging or tags.

Customers are responsible for return shipping costs on ready-to-ship returns unless the return is due to our error, a defect, or shipping damage.

3. When we replace, remake, or refund

We will review and, when appropriate, correct issues such as:

• Wrong product, hat color, quantity, or style sent
• Patch applied incorrectly or in the wrong position
• Production defect affecting normal use
• Damage caused by poor packaging or carrier handling
• Order confirmed lost by the carrier

For custom hats, our first step is usually a remake or replacement. Refunds may be provided when a replacement is not practical, the original product is unavailable, or another resolution is more appropriate.

4. Items and issues not eligible

Refunds or returns are not available for:

• Custom hats that match the submitted order details
• Change of mind or buyer's remorse on custom hats
• Customer-uploaded artwork, spelling, or logo errors
• Low-resolution files or blurry source images
• Incorrect shipping addresses entered at checkout
• Normal color variation between screens and finished goods
• Used, worn, washed, altered, or damaged returned items

5. How to request help

Contact us within 7 days of delivery for custom order issues, wrong items, defects, or shipping damage. For ready-to-ship returns, contact us within 30 days of delivery.

Please include:

• Your order number
• The email address used for the order
• A short description of the issue
• Clear photos of the item, patch, packaging, or damage

Start your request through our contact page or email info@altapatch.com. Do not ship items back before your request is approved. If a return is needed, we will provide return instructions and the return address.

6. Return shipping

If the return is due to our error, a verified defect, or damage during shipping, we will cover the return shipping cost or provide another resolution.

For eligible ready-to-ship returns that are not caused by our error, the customer is responsible for return shipping. We recommend using a trackable shipping method because we cannot refund items we do not receive.

7. Refund timing

After an approved return is received and inspected, refunds are typically processed within 3-5 business days. Your bank or card issuer may take an additional 5-10 business days to post the refund to your account.

Refunds are issued to the original payment method. Expedited shipping charges, if any, are not refundable unless the issue was caused by our error.

8. Cancellations

Custom orders may be cancelled within 1 hour of purchase if production has not started. Once artwork review, patch production, or assembly begins, custom orders cannot be cancelled.

Ready-to-ship orders may be cancelled before fulfillment begins. If the order has already shipped, it must follow the ready-to-ship return process above.

9. Shipping damage or lost packages

If your order arrives damaged, keep the item and packaging and contact us within 7 days of delivery with photos. If tracking shows a package was delivered but you cannot locate it, please check with the carrier and nearby delivery locations first, then contact us so we can review the shipment.

10. Questions

For refund, return, replacement, or cancellation questions, contact us through our contact page or email info@altapatch.com.