Return Policy

For retail purchases of Brent Black Panama hats

1. Note: Please keep in mind that each hat is custom made, by hand, for each individual client. Every effort is made to create your hat exactly as requested, or to standards and proportions that have been delighting clients for more than thirty-five years.
2. Errors: If your hat is not as requested, please return it within 72 hours of receiving it and the error will be corrected at no charge. Brims and crowns should be within one-eighth inch, plus or minus, of the requested measurement. Sizes should be within one-sixteenth inch. Differences greater than those will be corrected at no charge.
3. Size problems: We have an excellent system to determine your best custom size. We think it might be the best in the world. Naturally, for it to work properly, the client must read and follow all instructions. Guessing is not a good alternative. Re-sizing a custom fitted hat is not a simple matter. The ribbon and sweatband must be removed, and then the hat must be re-blocked to re-size it. Minimum re-sizing fee is $100, plus S&H. If the size is so far off that a different hat must be blocked from the beginning, then the do-over fee is $225. Re-sized hats cannot be returned for refund.
4. Don't like the look: If you just don't like how your hat looks on you (not a flattering style for you, brim too wide or too narrow, etc.), you may exchange it for a different style or different proportion of the same style, subject to a $225 charge plus shipping.
5. Ribbon change: Ribbons can be changed to a different color of the same width for $100 plus shipping. Changing to wider or narrower ribbon may not be possible with some styles and/or some hats. If the change is possible, charge is $100 plus shipping.
6. Custom styled hats: Hats that have been custom styled at the client's request and that are outside what I normally make and sell are not returnable.
7. Don't like the look or changed your mind: If you’ve decided you just don't want a hat after all, return it within 72 hours of receiving it. There is a $225 return fee, possibly higher if your order required an unusual amount of my time. Return charge for a Simón Espinal hat (never been one) or a Mil Fino hat is 20% of the retail price, due to the extraordinary investment of my time to block and finish those incredible hats. Shipping and handling are not refundable.
8. 72-hour rule: If you wish to return or exchange your hat, you must notify us by phone or email within 72 hours of receiving the hat. That’s three days. If you were out of town or if the dog ate your clock, then we can talk about it.
9. Damaged in transit: If you receive a hat that was damaged in transit, please note damage on all delivery receipts or freight bills, photograph the problem, save all packing material (box, tape, filler, etc.) and call 1-888-658-6500 (or +1-541-201-3113), or email [email protected]. If I decide to file an insurance claim for damage caused by the carrier, you will need to call the carrier for an inspection report. (Do NOT try to repair the hat yourself.) If you do not call us, do not call the carrier to document the damage, and return the hat, you may be held responsible for the damage and the repair charges. Hats shipped with USPS are not insured, because they won’t pay claims.
10. Re-packing a hat: Hats returned for refund or exchange must be in the same condition as when shipped (unless damage was caused by the carrier). Hats must be returned in original packing materials and must be re-packed exactly as they were shipped to you. HATS DAMAGED DUE TO IMPROPER RETURN PACKING WILL BE CHARGED UP TO $500 FOR REPAIRS. If the hat is damaged beyond repair, then no refund can be made.
11. Return shipping costs: Return shipping costs are the responsibility of the customer, unless the return is due to my error. Returns must be shipped via UPS, FedEx, USPS Express Mail, USPS Priority Mail insured or with delivery confirmation, or other commercial carrier (Do NOT ship with DHL), and must have a tracking number so that shipping and delivery can be verified.
12. Refunds: If the original purchase was made with a check or money order, refund will be made by company check. If the purchase was by credit card, the refund will credit the same credit card account on which the purchase was made. If purchase was made with PayPal, your PayPal account will be credited.
13. Exchanges: Exchanges are subject to availability and may be back ordered. Discounted sale items are sold as-is and are not returnable.
14. Return shipping address:
    
    Brent Black Panama Hats
    3215 Chandler Egan Dr.
    Medford, OR 97504

Sorry. I hate to have to have these rules, but a few clients have shown I need them. Returns of any type are very rare. But my clerical incompetence is a known issue.

111 Hekili Street, Suite A-293; Kailua, HI 96734 Ph: (888) 658-6500 Fax: (808) 262-7725 www.BrentBlack.com

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