Returns, Exchange and Damaged Goods
Retail
- Items must be returned unworn, unwashed, and undamaged* with the original tags attached.
- Buyer is responsible for return shipping cost.**
- Items shipped in Twinstone branded boxes (ex. Hats) must be repacked and shipped as received in their boxes. Any items returned in just the inner Twinstone box will incur a $10 box replacement fee deducted from the refund. Please use the original kraft shipping box from your order to affix any labels and ship. This applies to all items that have a box as well as the shipping kraft box (ex. Hats, Boots).
- All returns incur a 15% restocking fee unless we shipped the wrong item. This fee is deducted from your refund amount.
- We can only accept returns for purchases made at www.twinstonehats.com
- Final sale items^ cannot be returned.
- Shipping and delivery fees are non-refundable.
- Refunds are issued to the original form of payment or as store credit.
- Returns may take up to 7 business days to be issued.
Exchanges
Wholesale
Careful Packing for Returns
Regardless of the reason for the return, the buyer is required to carefully pack merchandise for return shipping.
Exchanges
Exchanges of undamaged goods for different merchandise are accepted on a case-by-case basis. The buyer must discuss any priorities about consistency of color or size before ordering. We make an effort to accurately describe the level of variation in handmade products so that buyers have a reasonable expectation of consistency.
Returns and Damaged Goods
Unauthorized returns received by Twinstone Hats will be refused and returned at the buyer’s expense.
All products sold by Twinstone Hats are guaranteed against defects in material or workmanship. Any claim must be made within 20 days of the invoice date except for freight-damaged shipments (see Freight Damages below). All customers must have prior authorization before returning any merchandise.
To get a return authorization number, please call your customer service representative. Before calling, make sure to have your account number or account name, invoice number, and shipping or receiving date for the merchandise.
Products under the following criteria will not qualify as a damaged product:
- The product has signs of alterations or repairs of any type.
- The product shows signs of wear and/or tear.
- The product shows no sign of material defect or workmanship.
If a sellable product is returned, Twinstone Hats has the right to refuse the return and chargeback freight or accept the return and charge a 15% restocking fee plus back freight. Twinstone Hats reserves the right to provide a replacement in lieu of credit. When returning products, proper shipping and original packing are required. Any damaged product upon return due to improper packing and negligence may be refused, and freight may be charged back.
Freight Damages
Freight damages must be reported and refused to the freight company at delivery time and reported to Twinstone Hats within 48 hours of delivery. Any freight that is not damaged but refused and/or returned by the customer for any reason will be charged a 15% restocking/handling charge and return shipping cost plus the original shipping costs.
No Refunds
Please be clear on what items you are purchasing. If you have any questions or requests, please email sales@twinstonehats.com before placing your order.
Cancellations
Any cancellations made to rush orders, specially made/custom products, and orders within three (3) weeks of shipping will be charged a 15% restocking fee, and the deposit will be foregone.
