Refund policy
# Returns and Cancellation Policy
Last updated: 27 October 2026
We hope you are happy with your purchase from Hat Union. If you change your mind, the following returns and cancellation terms apply. Nothing in this policy affects your statutory rights under UK consumer law.
## 1. Returns for change of mind
You may request a return within 15 calendar days after you, or a person nominated by you, receives your order.
To be eligible for a full refund under our returns policy, the item should be:
- unworn, unused and in a resalable condition;
- free from marks, odours, hair, make-up or other signs of wear;
- returned with all original tags attached; and
- returned with its original packaging and any accessories, where reasonably possible.
You may inspect and try on an item as you would in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, we may make a reasonable deduction from the refund to reflect any reduction in value. The removal of tags does not remove any statutory rights you may have, but it may affect the item's value and the refund available where permitted by law.
## 2. How to request a return
Before sending anything back, contact us at **[CUSTOMER SERVICE EMAIL]** and provide:
- your order number;
- the name and email address used for the order;
- the item you wish to return; and
- the reason for the return.
We will send you the return instructions and return address. Please do not send a return to any address shown on the parcel without first contacting us.
After notifying us that you are cancelling or returning an order, please send the goods back without undue delay and no later than 14 days after your notice of cancellation. We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.
## 3. Return shipping costs
For change-of-mind returns, the customer is responsible for the return shipping cost. Original shipping charges are non-refundable except where UK law requires us to refund the cost of our least expensive standard delivery option.
If an item is faulty, damaged on arrival, materially different from its description, or we sent the wrong item, please contact us before returning it. Where the return is accepted for one of these reasons, we will provide an appropriate return method or reimburse reasonable return postage costs in accordance with your statutory rights.
We are not responsible for returned parcels that are lost or damaged in transit where the customer arranged the return shipping.
## 4. Refunds
We will inspect the returned item after it arrives. If the return is approved, the refund will be issued to the original payment method.
Where the statutory right to cancel applies, we will process the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide satisfactory evidence that the goods have been sent back. Your bank or payment provider may require additional time to show the refund in your account.
Any deduction for diminished value will be reasonable and will only be made where permitted by law.
## 5. Order cancellations before dispatch
You may ask us to cancel an order for any reason within 3 calendar days after placing it, provided the order has not already been dispatched.
To request a cancellation, contact **[CUSTOMER SERVICE EMAIL]** as soon as possible and include your order number. Cancellation requests are not confirmed until you receive written confirmation from us.
We process orders quickly and cannot guarantee that a cancellation request will be completed before dispatch, even if it is submitted within the 3-day period.
## 6. Orders that have already been dispatched
Once a parcel has been dispatched, we cannot stop, recall or cancel the shipment. You may still notify us that you wish to exercise any applicable statutory cancellation right and return the goods after delivery in accordance with this policy.
For most UK online purchases, the statutory cancellation period begins when the order is placed and normally ends 14 days after the day the goods are received. Our 15-day return-request period provides an additional day for eligible change-of-mind returns.
## 7. Exceptions
The right to cancel or return may not apply to goods that are made to your specifications, clearly personalised, or otherwise excluded by applicable law. This does not affect your rights where an item is faulty or not as described.
## 8. Exchanges
We do not currently offer direct exchanges. If you would like a different item, colour or size, please return the original item in accordance with this policy and place a new order.
## 9. Contact us
Email: **[CUSTOMER SERVICE EMAIL]**
Return address: **[RETURN ADDRESS - PROVIDED AFTER RETURN AUTHORISATION]**
Business name: **[LEGAL BUSINESS NAME]**