Sterling™ Double Pom Knit Balaclava Hood

At Sterling Hat Co., we want you to love your purchase. If something isn’t right, the following explains how to request a return and how refunds are processed.

Returns: We accept eligible returns within 30 days of delivery. Items must be unused, unworn, unwashed, and in their original condition, with original packaging when applicable. Proof of purchase, such as your order number or receipt, is required.

Non-returnable items: Gift cards, personalized or custom items, and items clearly marked “Final Sale” on the product page are not eligible for ordinary returns.

How to request a return: Visit Help with Orders & Returns and provide your order details, the items you wish to return, and any relevant photos. You may also include your reason for returning the item. Submitting a request does not automatically approve a return. Once reviewed and approved, we’ll provide return instructions. Please do not send items back before receiving those instructions. Unrequested returns may not be accepted.

Email assistance: If the form is unavailable or you cannot use it, email info@sterlinghatco.com and we’ll assist you. If you already have a return case or approved instructions, continue with that case rather than submitting a new request.

Return shipping: Customers are responsible for return shipping costs unless an item arrived damaged, defective, or incorrect. We recommend using a tracked shipping service and keeping your receipt. We are not responsible for ordinary returns lost in transit.

Damaged, defective, or incorrect items: Please inspect your order upon delivery and contact us promptly, preferably within 48 hours, if there is a problem. Include clear photos of the item and issue, damaged packaging if applicable, and the shipping label when relevant. We’ll review the details and arrange an appropriate replacement or refund, depending on availability. Please wait for instructions before returning a damaged or incorrect item.

Refunds: Once we receive your return, please allow 1–3 business days for inspection. We’ll notify you whether your refund is approved. Approved refunds are issued to the original payment method and generally take an additional 3–10 business days to appear, depending on your bank or card issuer. Original shipping charges, if any, are non-refundable unless the return is due to our error, including a damaged, defective, or incorrect item.

Exchanges: We do not offer direct exchanges. If you would like a different item, request an eligible return of your original item and place a separate new order.

Late or missing refunds: If an approved refund has not appeared within the expected processing period, check your account and contact your bank or card issuer. If you still need assistance, email info@sterlinghatco.com.

Contact us: Email info@sterlinghatco.com or call (801) 306-4373. Customer support hours are Monday–Friday, 9:00 AM–5:00 PM Mountain Time. We typically respond within 24–48 business hours.

Business address: Sterling Hat Co., 4452 N La Ringhiera Dr., Lehi, UT 84048. Please obtain approved return instructions before mailing merchandise to this address.