Every purchase is backed by our satisfaction guarantee. If something isn't right with your order, we'll make it right — promptly and without hassle.
At Panama Hats Depot, every hat we sell is backed by our satisfaction guarantee. We take great pride in the quality of our authentic Montecristi Panama hats and want every customer to be completely happy with their purchase.
If something isn't right with your order, contact us at customersupport@panamahatsdepot.com and we will respond within 24 hours, Monday–Friday, 9 AM–5 PM PT.
You have 7 days from the date of delivery to initiate a return or exchange. To be eligible for a return, items must meet the following conditions:
Returns requested after 7 days from delivery will not be accepted. Please inspect your hat as soon as it arrives and contact us promptly if there is any issue.
Eligible for a full refund, exchange, or store credit within 14 days of delivery, subject to the conditions above.
Because custom hats are handwoven to your exact specifications, they are not eligible for refunds. However we offer:
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.
If you received the wrong style, size, or color, we sincerely apologize. Here's what we'll do:
Contact us within 7 days with your order number and a photo of what you received and we will make it right immediately.
Contact us within 7 days of delivery with a photo of the damage and we'll arrange a replacement or issue a full refund. We cover all return shipping costs for damaged or defective items.
All damage claims require a photo submitted within 7 days of delivery. We reserve the right to assess photos and determine eligibility before approving a replacement or refund.
If your hat doesn't fit, we're here to help. We offer:
Customer-responsible return shipping applies for sizing exchanges unless the size discrepancy was our error. If we sent the wrong size, we cover all return shipping costs.
We understand that sometimes things don't work out as expected. If you've changed your mind or ordered the wrong item, we're still happy to help — however please note the following costs apply:
To be clear on exchanges: you are responsible for the cost of sending the hat back to us, and we will charge shipping again to send you the new hat. Original shipping charges are non-refundable in all cases.
The return process is simple — our team handles every case personally:
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.
Pack it securely, ideally in the original hat box. We recommend using a trackable shipping method and, for premium grade hats, purchasing shipping insurance.
Once your return arrives, our team inspects it and sends you an email confirmation. For international returns, customs clearance may extend processing time.
Approved refunds are processed to your original payment method within 3–5 business days of us receiving and inspecting your return.
Return shipping is the responsibility of the customer in all cases, with one exception:
Original shipping charges are non-refundable in all cases. For international returns, please be aware that customs clearance may extend processing time and we'll keep you updated throughout.
Our team is here to help with any return, exchange, or refund question. We respond to every message within 24 hours.
Shop with confidence — every purchase is backed by our satisfaction guarantee. We've been shipping authentic Montecristi Panama hats worldwide for over 20 years and your satisfaction is our top priority.