30 Day Exchange Policy


We want you to be completely satisfied with your purchase.

If for any reason your order is not as you expected, you may exchange, replace or be provided with store credit for your purchase, when it is returned in saleable condition with tags still attached, and in accordance with the points below:

  • We do not offer refunds if you simply change your mind. However your exchange, replacement or store credit will be issued to you once we receive the original item back and its condition has been assessed.
  • All items must be returned within 30 days from delivery.
  • All products must not be worn outside or show any sign of use or misuse and returned in the original packaging.
  • Items that show signs of wear or misuse will not be accepted for return. This includes sweat marks, makeup stains, stitching or signs of attempting to reshape or distort the original shape before return.
  • Hats and accessories must have ALL labels, care tags and banding complete and unaltered to qualify to exchange.
  • Hats returned with adhesive padding stuck into or onto the sweatband will not qualify for exchange. Please see our sizing guide for advise on how to test and adjust the size of your hat. 
  • Any hat returned to a Brisbane Hatters with minor but repairable damage will be charged a restocking fee equivalent to the value of repairs required.
  • Any hat returned to Brisbane Hatters showing signs of damage, wear or misuse will be returned to sender.
  • If an item being returned or exchanged is damaged in transit due to improper packaging (eg. not using its original shipping box and inserts), a restocking fee will be charged, if the damage is repairable. If the damage is not repairable, the item will be returned to sender.

Please note if you wish to exchange an online purchase, this can be made directly in store or via courier/post, and the customer will be liable for any additional shipping costs incurred whist returning the item to Brisbane Hatters.

For exchanges within Australia, shipping from Brisbane Hatters to the customer will be provided free of charge for the initial exchange. The postage costs for any subsequent exchanges will be at the cost of the customer. 

For exchanges of purchases made outside of Australia, the customer will be liable for any additional shipping costs incurred whist returning the item to Brisbane Hatters, and for shipping costs of the exchanged item back to the customer.


HOW TO EXCHANGE

- ITEMS PURCHASED WITHIN AUSTRALIA

 

STEP 1

Follow the "How to Exchange an Item" link at the bottom of our Home Page, this will allow you to input your order number, and allocate you with a Return Authorization (RA) Number. This number will be provided to you by email, as well as details of your exchange request.

STEP 1

Brisbane Hatters staff will contact you if we have any queries about your exchange, and to offer fit and style advise if required. We will confirm stock availability and give estimates of delivery times where required.

STEP 3 

If you are returning your purchase by Australia Post, within 30 days of receiving your order, please use the original packaging that your order was sent in, and also  remember to include a copy of your receipt and your RA Number.

Address your return to:

BRISBANE HATTERS - ONLINE RETURNS
SHOP 26, BRISBANE ARCADE
117 ADELAIDE STREET, BRISBANE
QLD 4000, AUSTRALIA

STEP 4

Take your parcel to any Australia Post Office and return it using a trackable service. The cost will vary depending on your location and the weight of your parcel.

NOTE: Please allow up to 14 days after posting your return for us to receive it, and process your exchange, replacement or credit note. You will be notified via email once your order has been processed.

HOW TO RETURN

- ITEMS PURCHASED INTERNATIONALLY (NZ ONLY)

Due to the variable shipping times, we do not exchange international purchases in the same way as purchases made within Australia. If you make a purchase from outside Australia and need a different size, colour or style, we advise that you re-purchase the correct item from our website and this will be shipped to you straight away, and the original order will be refunded to you upon receipt of your returned item:

STEP 1

Let us know by calling or emailing our team on 07 3211 5575 or via email info@brisbane-hatters.com.au - if what you need in exchange is not currently available, we can inform you of delivery dates for new stock, or offer an alternative item.

STEP 2

Follow the "How to Exchange an Item" link at the bottom of our Home Page, this will allow you to input your order number, and allocate you with a Return Authorization (RA) Number. This number will be provided to you by email, as well as details of your refund request.


STEP 3 

Within 30 days of receiving your order, please send the item back to us - use the original packaging that your order was sent in, and also  remember to include a copy of your receipt and your RA Number.

Address your return to:

BRISBANE HATTERS - ONLINE RETURNS
SHOP 26, BRISBANE ARCADE
117 ADELAIDE STREET, BRISBANE
QLD 4000, AUSTRALIA

STEP 4

Return your parcel using a trackable service. The cost will vary depending on your location and the weight of your parcel. When we receive your original order, and determine that the item is in good, resealable condition, the value of your original order (less shipping costs) will be refunded to your original method of payment.

NOTE: Please allow up to 30 days after posting your return for us to receive it, and process your international refund. You will be notified via email once your order has been processed.

 

FAULTY GOODS

Goods are deemed faulty if you receive them in damaged condition or where a manufacturing fault occurs within one year of purchase. Items that are damaged by you or in any other way, or as a result of normal wear and tear are not considered to be faulty.

If you would like to exchange a faulty item instead of receiving a refund, please note we can only replace it for the same product in the same size, subject to availability. Where possible we will offer to repair faulty items. If it cannot be repaired, you are entitled to a full refund.

For more information regarding consumer rights, refunds and exchanges, please see the ACCC link below:

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund