Return Policy

For retail purchases of Brent Black Panama hats

  1. Except as noted below, any hat may be returned or exchanged for any reason, within 72 hours of receipt, for a full refund of the purchase price less shipping and handling.
  2. Custom Styled Hats—Hats that have been custom styled at the customer’s request and are outside what I normally make and sell are not returnable.
  3. Wrong Size Returns—Each hat is custom-made and custom sized. If your hat does not fit as you would like, it can be returned for a size adjustment. Most hats can be sized up or down by one-eighth inch, or one-half centimeter. The re-sizing fee is $50. If your custom sized hat needs to be re-sized up or down by one-fourth inch or more, and doing so will spoil the look of the hat (my decision), then a new hat will have to be blocked in order to achieve the new size. The starting-over fee is $100. (The second hat will not be identical to the first hat; you should expect minor variations.)
  4. 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 IN TRANSIT DUE TO IMPROPER RETURN PACKING WILL BE CHARGED FOR REPAIRS.
  5. If you receive a hat that was damaged in transit, please note damage on all delivery receipts or freight bills, save all packing material (box, tape, filler, etc.) and call our Customer Service Department at 1-888-658-6500. If I decide to file an insurance claim for damage caused by the carrier, then you will need to call the carrier for an inspection report. (Do NOT try to repair the hat yourself.) If you do not call Customer Service, 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.
  6. Call our Customer Service Department at 1-888-658-6500, or e-mail brent@panamahats.org, for a Return Merchandise Authorization (RMA) before returning any hat for any reason.
  7. Include invoice or original packing slip. Return postage is the responsibility of the customer making the return.
  8. Returns must be shipped via UPS, FedEx, USPS Express Mail, USPS Priority Mail insured or with delivery confirmation, or other commercial carrier, and must have a tracking number so that shipping and delivery can be verified.
  9. 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.
  10. Exchanges are subject to availability and may be back ordered. Discounted sale items are sold as-is and are not returnable.
  11. Send returns to: Brent Black Panama Hats; 111 Hekili Street Suite A, PMB 293; Kailua, HI 96734

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