Returns and Exchanges

To return your purchase, we offer a 28 day window from the date you paid for the item, where you can send it back to us and receive a full refund (not including delivery charge upon purchase). We are also unable to cover the cost of items posted back to us.

There are a few exclusions to our Returns & Exchanges Policy:

1. Any item not returned as new and in sellable condition - it must be unused, with all original labels, tags and product packaging undamaged and unaltered.
2. Any faulty item where the faults have been caused by accident, neglect, improper care or general wear and tear by the user.
3. Certain items, swimwear for hygiene reasons, and rope sold by the meter.
4. Gift vouchers - we offer a shorter returns window for these, and charge a small admin fee.

If you return any items outside of our Returns & Exchanges Policy we will be unable to process a full refund.

PPE Equipment

For the safety of all our customers, we cannot accept returns or exchanges on any new and unused PPE purchased or collected in-store after they have left our premises, unless they are found to be faulty.

Important: If you purchase PPE equipment (eg helmets, harnesses, rope, carabiners) from us online, and wish to return it, you must ensure that the item is unused, it has all of its original labels still attached and the item is returned inside the original packaging. If any of these points are not met we reserve the right to refuse the refund.

Important: Please check your delivery for any signs of damage as soon as you receive it. If your parcel appears to be damaged, please photograph the damage before opening it.

Cancelling or changing your order before we have dispatched it

We aim to process orders quickly, so we are unlikely to be able to change or cancel your order once you've placed it. If your request is urgent, please contact us with the details of your cancellation/amendment request and we will try our best to action it. Otherwise, we recommend you follow our Returns & Exchanges Policy after you have received your order.

Orders damaged in transit

If upon inspection the goods appear to be damaged or incorrect, please follow these steps:

1. Fill in our Contact Form and include your order number in the 'Your enquiry' box and mention that your order was damaged in transit.
2. Please email any photographs of the parcel damage and damaged/incorrect goods to shop@thehatt.co.uk and include your order number in the email.
3. We will contact you after we receive the form and any supporting material as we may be able to resolve the issue without you incurring any postage costs.
4. If the item needs to be returned, we will let you know the returns procedure.

Returning a faulty item

If upon inspection the goods appear to be faulty, please follow these steps:

1. Fill in our Contact Form and include your order number in the 'Your enquiry' box and mention that you are returning a faulty item.
2. Please email any photographs of the fault(s) to shop@thehatt.co.uk and include your order number in the email.
3. We will contact you after we receive the form as we may be able to resolve the issue without you incurring any postage costs.
4. If the item needs to be returned, we will let you know the returns procedure.

Returning an unwanted item

If you decide you don’t want your item, please follow these steps:

1. Fill in our Contact Form and include your order number in the 'Your enquiry' box along and mention that you are returning an unwanted item.
2. Return your item to us, following these conditions:
   • You are responsible for your return item in transit, so please ensure you securely package your item when sending it back to us.
   • We recommend you choose a recorded/insured delivery option as we cannot be liable for and damages or loss in transit.
   • Please ensure that you are only sending back items in new and sellable condition - it must be unused, with all original labels, tags and product packaging undamaged and unaltered. If you return an item to us that does not meet these requirements (or other excluded items - see above), we reserve the right to refuse a refund.
   • If we refuse a refund, you are responsible for the postage costs to re-post the item back to you.
3. Once we receive your item, we will inspect it to check it meets these conditions. We will then contact you to confirm that we will process your refund.

Exchanging an unwanted item

If you decide you would like to exchange your item for a different colour, size, etc., please follow these steps:

1. Fill in our Contact Form and include your order number in the 'Your enquiry' box along with details of the exchange you require (colour, size etc.).
2. Return your item to us, following these conditions:
   • You are responsible for your return item in transit, so please ensure you securely package your item when sending it back to us.
   • We recommend you choose a recorded/insured delivery option as we cannot be liable for and damages or loss in transit.
   • Please ensure that you are only sending back items in new and sellable condition it must be unused, with all original labels, tags and product packaging undamaged and unaltered. If you return an item to us that does not meet these requirements (or other excluded items - see above), we reserve the right to refuse an exchange.
   • If we refuse an exchange, you are responsible for the postage costs to re-post the item back to you.
3. Once we receive your item, we will inspect it to check it meets these conditions.
4. We will contact you to confirm that we have the item you wish to exchange for in stock (or the lead time, if we don't), and post it to you.
5. Please note that we require you to cover the postage costs when we send the new item out to you.

Returning a gift voucher

We are able to refund unused gift vouchers within 48hrs of purchase, however we charge a £10 administration fee for this service. Refunds are not available for gift vouchers after this 48hr window, and exchanges for gift vouchers are not available at any time.

• Fill in our Contact Form and include your order number in the 'Your enquiry' box.
• We will contact you after we receive the form with payment details for the £10 administration fee.
• Once we receive the administration fee, we will process your refund.

Issue with our Returns & Exchanges form?

If you're returning or exchanging an item, please fill in our Contact Form and include your order number in the 'Your enquiry' box.

If you have any issues with this form, you can email us instead. Please include: Full name, Order number, Reason for return/exchange, Photographs of damage/fault (if applicable).

Refunds

Please allow 5-10 working days for your refund to be processed, once we have confirmed that we will issue it.

Your consumer rights

When you purchase an item online, you are entitled to a 14-day 'cooling-off period' when you buy something you haven't seen in person. This does not include customised or personalised items.

If you wish to return your item within this 14 day period, please follow our 'Returning an unwanted item' procedure above.