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Return/Exchange Policy

If you're not completely satisfied with the quality, fit or size of any item, you can return or exchange it within 10 days of receipt.

Please note the following guidelines:

  • All our hats are handmade and therefore unique for each client. We can only offer refunds when the hat you received is: (1) damaged or (2) a different model from what you had ordered. For any problems with size and for all other reasons you can request an exchange that will be processed promptly.
  • Return or exchange of any item must be completed within 10 days of receipt.
  • Any item returned for a refund or exchange must be in brand new condition, identical to the condition we shipped it to you.
  • Before returning any item, please fill out our Return/Exchange form for a Return Merchandise Authorization (RMA).
  • Items which are returned to us without our approval or a RMA number, will not be accepted.
  • Please carefully repack your order and ship back to PanamaHatMall via a carrier that provides tracking information so that we can verify shipping and delivery
  • We are not responsible for damage caused to a returned or exchanged hat due to improper return packaging.
  • Shipping charges are non-refundable unless the return/exchange is the result of our error.
  • For exchanges that are not the result of our error, buyer must pay re-shipping costs.
  • Once your return is received and inspected by our fulfillment center (usually within 3 business days of receipt), your replacement/refund will be processed.
  • Please note that depending on your credit card company, it may take an additional 3-4 weeks after your credit is applied for it to post to your account.

Damaged or Defective Merchandise

Please contact us immediately upon receipt of any damaged or defective merchandise by filling this form.


Please fill out the following form to initiate your return/exchange process:

US Toll Free:

1 877 284 6850

Office in Ecuador
Av. 6 de Diciembre N37-351 y Telegrafo.
Edificio Garcia Ayala II. Piso 1 Oficina 102
Quito, Ecuador

Phone: +593 (2) 2253 474
Fax: +593 (2) 2253 494