Refund policy

Effective November 1, 2026

We put our name on everything we make. Custom work is final once you approve it; if we get the production wrong, we remake it.

Custom items. Every custom design is final once you approve the proof. Custom hats and apparel can't be returned, refunded or exchanged for a change of mind, a size you didn't check, or anything that was in the proof you approved. The one exception is a production defect on our end. We will exchange a custom item when:

• the finished piece doesn't match the proof you approved, or
• it arrives defective or damaged.

Email photos and your order number within 14 days of delivery. We answer within 3 business days. Defective custom items are exchanged for a corrected one; we don't issue refunds on custom work. If the same item can't be remade (discontinued hat or color), we'll offer the closest match or store credit.

Originals, blank hats and other non-personalized items. Return them unworn, with tags, within 14 days of delivery for a refund or exchange. Return shipping is on you unless we sent the wrong item. Refunds go back to the original payment method within 5 business days of the return arriving.

Not refundable. Gift cards, items damaged by misuse or improper care, and custom orders already in production.

90-day patch warranty. Every leather patch hat is covered for 90 days from delivery against patch lifting or peeling, stitching or construction defects, and material flaws. Not covered: normal wear, heat, washing or water damage, alterations, and design choices you approved. Email photos and your order number; approved claims get a replacement, repair or store credit, our call.

How to start. Email support@hemandhyde.com with your order number, a short description and photos. We'll take it from there.

JAKZ Lazer Company LLC, doing business as Hem&Hyde.