Refund policy

RETURN AND REFUND POLICY

Right of withdrawal

You have a 14-day right of withdrawal from the day you receive the item. To exercise this right, send a clear notice to hatandheir@gmail.com before the deadline expires.

You may try the item as you would in a physical shop. You are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

Returns

After notifying us that you wish to withdraw from the purchase, you must send the item back within 14 days. Always contact us first for return instructions. The customer pays the direct return costs and bears the risk for the parcel until we receive it. Do not send the parcel to Printful without prior notice or refuse delivery.

Refunds

For a valid withdrawal, we refund all payments for the item and the cost of the cheapest standard delivery option offered at the time of purchase. Additional costs for a more expensive delivery method are not refunded. The refund will be made within 14 days of your withdrawal notice. We may withhold it until we receive the item or you provide proof of return. Refunds are normally made using the same payment method used for the purchase.

Personalised items

The right of withdrawal does not apply to items made to the customer’s individual specifications or clearly personalised. HAT & HEIR’s regular collection featuring our standard logo is not covered by this exception.

Exchanges

We do not offer direct exchanges. Return the item under the rules above, then place a new order in your preferred size.

Defective items

You have a 2-year right to make a complaint under the Danish Sale of Goods Act. If an item is damaged, incorrectly manufactured or does not match your order, contact hatandheir@gmail.com as soon as possible and include your order number and clear photos. For a justified complaint, we cover the necessary return costs and offer repair, replacement, a price reduction or a refund in accordance with the applicable rules.

Cancellation

Contact us as soon as possible if you wish to cancel an order. We will try to stop production, but cannot guarantee this once production has started. Your statutory right of withdrawal is unaffected.