Return and Refund Policy

Sterling Hat Co. Return & Refund Policy

At Sterling Hat Co. (“we,” “us,” “our”), we want you to love your purchase. If something isn’t right, here’s how returns and refunds work. Orders placed before this policy’s effective date remain subject to the terms applicable when purchased.

Returns (30 Days)

We accept return requests within 30 days of delivery.

For ordinary returns, items must be:

Unused, unworn, unwashed, and in original condition
Returned in original packaging, when applicable
Accompanied by proof of purchase, such as an order number or receipt

Non-returnable items:

Gift cards
Final sale or clearance items marked “Final Sale” on the product page
Personalized or custom items, if applicable

These ordinary-return conditions and exclusions do not limit rights available under applicable law for damaged, defective, or incorrect items.

How to Start a Return

Select “Help with Orders & Returns” at the top of SterlingHatCo.com, or open our return request form.

Follow the form’s instructions to verify your order and provide:

Your order number and checkout email address
The item or items you want to return
The reason for the return, optional but helpful for ordinary returns
Clear photos when reporting damage, a defect, or an incorrect item

If you need help using the form, email info@sterlinghatco.com.

Submitting the form starts a request; it does not automatically approve a return or refund. If approved, we’ll provide the return address and instructions. Please wait for confirmation before mailing anything back. Items sent without prior approval may not be accepted, subject to applicable law.

Do not send a return to the address on the original shipping package unless we instruct you to do so.

Return Shipping Costs

Customers are responsible for return shipping costs. We do not provide prepaid return labels or reimburse return postage, except where required by applicable law.

We recommend using a tracked shipping method and keeping your receipt. We are not responsible for returns lost in transit, except where applicable law provides otherwise.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, use the return request form as soon as possible, preferably within 48 hours of delivery. You can also email info@sterlinghatco.com for assistance.

Include your order number and clear, high-resolution photos showing:

The entire item
Close-ups of the damage or issue
The packaging, including any damage
The shipping label, where relevant

Use the original photos when possible. Avoid blurry images, screenshots, or heavy cropping that makes the issue difficult to inspect. Please retain the item and packaging while we review your claim.

Do not mail the item back unless we provide instructions. If we confirm obvious damage from the photos and approve a refund, no return is required and you may keep the item. For other defects or incorrect items, we’ll confirm the appropriate replacement or refund and whether a return is needed.

Our requested reporting timeframe does not limit your rights under applicable law.

Refunds

For returns requiring an item to be sent back, we’ll notify you of approval or denial after receiving and inspecting the return.

If we approve a refund based on photos and waive the return, we’ll process the refund without requiring physical receipt of the item.

If approved:

Refunds are issued to your original payment method
Refunds are processed within 3–10 business days after approval
Your bank or card issuer may take additional time to post the refund

Original shipping charges are non-refundable, except when the return is due to our error, including a damaged, defective, or incorrect item, or where a refund is required by applicable law.

Exchanges

We offer exchanges for eligible items when inventory is available. Request an exchange within 30 days of delivery through “Help with Orders & Returns” or email info@sterlinghatco.com with your order number and requested replacement.

Ordinary exchanges must meet the return eligibility requirements above. Customers are responsible for return shipping, except where required by applicable law. Contact us before returning a damaged, defective, or incorrect item so we can confirm the appropriate resolution.

Order Cancellations

If you wish to cancel an order before it has shipped, contact info@sterlinghatco.com immediately. If the order has not yet been dispatched, we will cancel it and issue a full refund. Once dispatched, please follow the return-request process.

Late or Missing Refunds

If you haven’t received your refund after being notified that it was approved: