Refund policy

At Eagle Cap Company, we pride ourselves on delivering high-quality, custom-decorated hats tailored to your unique specifications. Due to the personalized nature of our products, all items are custom-made to order and cannot be restocked or resold once decorated.

Therefore, we generally do not offer refunds or exchanges for custom-decorated items.

Exceptions – When an Issue Qualifies for Resolution:

We stand by the quality of our craftsmanship. While we do not offer refunds for buyer's remorse or customer errors, your order may be eligible for a resolution if:

  1. Manufacturing Defect: The blank hat itself has a significant defect (e.g., torn fabric, broken stitching) that was present before decoration.

  2. Decoration Error on Our Part: The custom embroidery or patch differs significantly from the approved design or mock-up due to an error on our part (e.g., wrong design, incorrect placement, significant color discrepancy not related to screen variations).

Please Note:

  • Minor variations in color between digital mock-ups and the final product are normal due to screen differences and ink/thread variations. These are not considered defects.

  • Minor variations in placement (e.g., a few millimeters) are part of the custom production process and are not considered defects unless they significantly impact the overall design.

  • Orders placed with incorrect spelling, incorrect sizing, wrong colors, or other errors made by the customer during the ordering process are not eligible for refunds or replacements. Please double-check all details before submitting your order.

How to Report an Issue:

If you believe your order qualifies for a resolution based on the exceptions above, please contact us immediately within 7 days of receiving your order.

To help us assess your claim quickly, please provide:

  1. Your Order Number.

  2. A clear description of the issue.

  3. High-quality photographs or videos clearly showing the defect or error.

Please send this information to: sales@eaglecapcompany.com

Resolution Process:

Upon review of your claim, if we confirm that an error or defect occurred on our part, we will, at our discretion:

  • Reproduce the Order: Re-decorate and reship the affected items at no additional cost to you.

  • Partial Refund: In rare cases where a full replacement is not feasible or desired by both parties, a partial refund may be offered.

Please understand that a full refund for the entire order is typically not an option due to the custom nature of the products.

Contact Us:

For any questions regarding your order or our refund policy, please contact us at sales@eaglecapcompany.com.