Return & Refund Policy

Panama Hats Depot

 

Our Commitment to You

At Panama Hats Depot, every hat we sell is backed by our satisfaction guarantee. If something isn’t right with your order, we’ll make it right — promptly and without hassle.

Please read the policy below so you know exactly what to expect. For any questions, email us at customersupport@panamahatsdepot.com and we’ll respond within 24 hours, Monday–Friday, 9 AM–5 PM PT.

 

Return Window

You have 14 days from the date of delivery to initiate a return or exchange.

Items must be:

• Unworn and unaltered
• In their original condition
• Returned with all original tags and packaging (including the hat box where applicable)

 

Standard Hats vs. Custom/Made-to-Order Hats

Standard (In-Stock) Hats

Eligible for a full refund, exchange, or store credit within 14 days of delivery, subject to the conditions above.

Custom & Made-to-Order Hats

Because custom hats are handwoven to your specifications, they are not eligible for refunds. However, we offer:

• Exchange for a different size or style (subject to availability)
• Store credit toward a future purchase

If your custom hat arrives damaged, defective, or significantly different from what you ordered, we will replace it or issue a full refund at no additional cost to you.

 

What We’ll Do to Resolve Your Issue

We Shipped the Wrong Hat

If you received the wrong style, size, or color, we’ll send the correct hat at no charge and cover all return shipping costs. Original shipping costs are non-refundable.

Hat Arrived Damaged or Defective

Contact us within 14 days with a photo of the damage. We’ll arrange a replacement or issue a full refund. Please note that original shipping costs are non-refundable.

What qualifies as damage or a defect:

• Rips, tears, or holes in the straw or brim caused during manufacturing or shipping
• Stains, soiling, or discoloration present upon arrival (not caused by the customer)
• Structural defects such as a misshapen crown or broken brim that are not the result of customer handling
• Significant weaving defects that affect the appearance or integrity of the hat

What does NOT qualify as damage:

• Change of mind or personal preference (“I don’t like it anymore”)
• Damage caused by the customer after delivery (drops, mishandling, improper storage)
• Soiling or staining that occurred after the hat was received
• Normal variation in handwoven straw texture, which is inherent to authentic Panama hats

All damage claims require a photo submitted within 14 days of delivery. We reserve the right to assess photos and determine eligibility before approving a replacement or refund.

Sizing Issues

If your hat doesn’t fit, we offer:

• Size exchanges when the correct size is available
• A fitting consultation to find your ideal size for a future order

Customer-responsible return shipping applies for sizing exchanges unless the size discrepancy was our error.

Changed Your Mind or Ordered Incorrectly

We’re still happy to help. You may return the hat within 14 days for a refund (minus original shipping costs) or exchange it for another style. Return shipping is the customer’s responsibility in this case.

 

How to Start a Return

1. Contact us — Email customersupport@panamahatsdepot.com with your order number and reason for return. We’ll reply within 24 hours with a return authorization and shipping instructions.
2. Ship the hat back — Pack it securely, ideally in the original hat box. We recommend using a trackable shipping method and, for premium hats, purchasing insurance.
3. We inspect and confirm — Once your return arrives, our team inspects it and sends you an email confirmation.
4. Refund issued — Approved refunds are processed to your original payment method within 3–5 business days.

 

Return Shipping Costs

Who pays for return shipping depends on the reason for the return:

• Our error (wrong item, defective, damaged): We cover all return shipping costs.
• Customer error or preference (wrong size ordered, style preference): Customer is responsible for return shipping costs, which will not be deducted from your refund — you simply pay to ship the item back.

Original shipping charges are non-refundable in all cases.

For international returns, please be aware that customs clearance may extend processing time. We’ll keep you updated throughout the process.

 

Contact Us

Our team is here to help with any return, exchange, or refund question.

Email: customersupport@panamahatsdepot.com

Response time: Within 24 hours

Hours: Monday–Friday, 9 AM–5 PM Pacific Time

 

Shop with confidence — every purchase is backed by our satisfaction guarantee.