Return Policy

For retail purchases of Brent Black Panama hats

1. Note: Please keep in mind that each hat is custom made, by hand, for each individual client. Every effort is made to create your hat exactly as requested, or to standards and proportions that have been delighting clients for more than twenty years.
2. Errors: If your hat is not as requested, please return it within 72 hours of receiving it and the error will be corrected at no charge. Brims and crowns should be within one-eighth inch, plus or minus, of the requested measurement. Sizes should be within one-sixteenth inch. Differences greater than those will be corrected at no charge.
3. Size problems: We have an excellent system for determining your correct size. We think it might be the best in the world. Naturally, for it to work properly, the client must read and follow all instructions. Guessing is not a good alternative. Re-sizing a custom fitted hat is not a simple matter. The ribbon and sweatband must be removed, and then the hat must be re-blocked in order to re-size it. Minimum resizing fee is $75. If the size is so far off that a different hat must be blocked from the beginning, then the do-over fee is $150.
4. Don't like the look: If you just don't like how your hat looks on you (not a flattering style for you, brim too wide or too narrow, etc.), you may exchange it for a different style or different proportion of the same style, subject to a $150 charge plus shipping.
5. Ribbon change: Ribbons can be changed to a different color of the same width for $50 plus shipping. Changing to wider or narrower ribbon may not be possible with some styles and/or some hats. If the change is possible, charge is $50 plus shipping.
6. Custom styled hats: Hats that have been custom styled at the client's request and that are outside what I normally make and sell are not returnable.
7. Changed your mind: If you've decided you just don't want a hat after all, return it within 72 hours of receiving it. There is a $150 return fee. Shipping and handling are not refundable.
8. 72 hour rule: If you wish to return or exchange your hat, you must notify us by phone or email within 72 hours of receiving the hat. That's three days. If you were out of town or if the dog ate your clock, then we can talk about it.
9. Damaged in transit: If you receive a hat that was damaged in transit, please note damage on all delivery receipts or freight bills, save all packing material (box, tape, filler, etc.) and call 1-888-658-6500 (or 541 201-3113), or email bbb@brentblack.com. If I decide to file an insurance claim for damage caused by the carrier, then you will need to call the carrier for an inspection report. (Do NOT try to repair the hat yourself.) If you do not call us, do not call the carrier to document the damage, and return the hat, you may be held responsible for the damage and the repair charges.
10. Re-packing a hat: Hats returned for refund or exchange must be in the same condition as when shipped (unless damage was caused by the carrier). Hats must be returned in original packing materials and must be re-packed exactly as they were shipped to you. HATS DAMAGED IN TRANSIT DUE TO IMPROPER RETURN PACKING WILL BE CHARGED UP TO $150 FOR REPAIRS. If the hat is damaged beyond repair, then no refund can be made.
11. Return shipping costs: Return shipping costs are the responsibility of the customer. Returns must be shipped via UPS, FedEx, USPS Express Mail, USPS Priority Mail insured or with delivery confirmation, or other commercial carrier, and must have a tracking number so that shipping and delivery can be verified.
12. Refunds: If the original purchase was made with a check or money order, refund will be made by company check. If the purchase was by credit card, the refund will credit the same credit card account on which the purchase was made.
13. Exchanges: Exchanges are subject to availability and may be back ordered. Discounted sale items are sold as-is and are not returnable.
14. Return shipping address:
    
    Brent Black Panama Hats
    1314 Center Dr., Suite B-448
    Medford, OR 97501

111 Hekili Street, Suite A-293; Kailua, HI 96734 Ph: (888) 658-6500 Fax: (808) 262-7725 www.BrentBlack.com

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