Returns
For Custom Made orders once your order has commenced production, unfortunately we can’t offer you a refund or exchange.   if there is any issue with the product we will offer you a rework or a replacement at our discretion.   This is a mandatory condition of trade.  if you don't agree with this policy please do not proceed with an order

Reworks usually can be done same or next day, depending on the issue.  Replacements can take up to 2 weeks depending on the item

If the product(s) are faulty and to be eligible for a return, your item(s) must be unused complete in terms of qty and in the same condition that you received it. It must also be in the original packaging.    

For size and or change of mind we only offer exchange and we require the goods packed in its original packaging and restocking fees of 15% apply, freight charges also apply.

To complete your return, we require a receipt or proof of purchase.
Your sales or invoice number and we will provide you with an Return Authorisation and a shipping address.  Shipping cost back to us is at your cost

Please note hats may alter shape when logos are applied, especially on foam caps and hats due to the fabric of the hat

Replacement (if applicable). Non custom Printed items (Blank items)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your replacement.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Sale items (if applicable)
Unfortunately sale items cannot be returned or exchanged

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@madhats.com.au and we will send you a return authorisation form with an ship to address

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please also consider taking out insurance as transport Companies generally have limitations on the amount we can claim on your behalf and we are not responsible if they misplace or lose the package.

Any claim must be made within 7 days of receipt of goods.  No exceptions will be made to this and you will not be entitled to a credit, replacement, rework on a free of charge basis if the claim is not made in that timeframe.