Returns, Refunds, & Exchanges - The Basics
We at Heartland Hatters is a small family business founded on American values and are proud to call you our customer. You can shop from home with the comfort of knowing that your order is backed by our Satisfaction Guarantee. This 30-Day Guarantee provides you with plenty of time to check items for quality. If for any reason you need to return or exchange an item, just contact our Customer Service and we'll take care of the rest! For returns, we will gladly refund your order minus shipping. Exchanges must be completed within 30 days of receipt of the item. You are responsible for shipping costs. Please contact Heartland Hatters via email before shipping any items back and request an exchange authorization form which will be emailed to you. This form needs to be filled out and returned with the item.
Returns, Refunds, & Exchanges - The Fine Print
Refunds will be granted if the item is returned within 30 days of your merchandise receipt. Authorization must be obtained within 30 days, and item must be in its original, unused condition. All conditions listed below apply:
Heartland Hatters does not accept returns on discontinued, closeout or clearance items.
Heartland Hatters does not refund shipping charges on returned items. We do not pay for, or refund, shipping charges on exchanged item(s) or items returned to Heartland Hatters due to inability of postal carrier to deliver, including but not limited to orders marked as "undeliverable", "return to sender", or "incorrect address".
We live in an imperfect world and sometimes we do make mistakes. One of our primary goals here at Heartland Hatters is outstanding customer service. If you received an order where a mistake was made on our part, we will pay for return shipping and correct the problem. Also, if your order arrives damaged, call or email Heartland Hatters within 48 hours of receipt. We will email you a Damage Claim Authorization Form and give you instructions on returning the damaged item. We will then mail you a replacement item at no cost. For customer mistakes (wrong size ordered, wrong color ordered, etc.), customer must pay for return shipping. It is the customer's responsibility to ship an item back to Heartland Hatters for return or exchange. It is not the responsibility of Heartland Hatters to pick-up a customer's return/exchange item at the customer's business or residence. Your sales receipt must accompany the merchandise being returned or exchanged. Returns or exchanges will not be accepted without your receipt or packing slip.
If a return is requested, email or call for a Return Authorization Form within 30 days of merchandise receipt. Returns will not be processed without this form. Products returned without proper written authorization and marking will be rejected.
After 30 days of receipt of goods, no cash/credit refunds or exchanges on products and/or worn or used items.
All returned merchandise MUST be in its original, new condition. Please keep your receipt and packing slip, along with any packaging or shipping boxes until you are satisfied with your purchase. Unworn or unused items that have had the tags removed will be subject to a 15% re-stocking fee. Items that have been worn or items that have been used or altered will not be accepted for exchange or refund. Please take care when opening the box because if you accidentally cut your beautiful new purchase while opening the box, we cannot take it back.
Merchandise must be returned in the original shipping carton, with the return authorization form. Returns or exchanges will not be accepted without return authorization form. Allow 7 to 10 business days to process exchanges (not including shipping time). Allow three weeks to process all returns.
Outstanding customer service and satisfaction is our goal! Please help us speed-up the return/exchange process by following the return policy. For Customer Service on all returns and exchanges, and to receive a Return Authorization Form, please email us at sales@heartlandhatters.com. Send returns or exchanges to:
HeartlandHatters.com
Attn: Exchanges/Returns
3 W. College Drive, Dock A
Arlington Heights, IL 60004
