Refund policy

Returns & Exchanges

We want you to be happy with your Hills Hat. If you have changed your mind about a purchase, we offer returns and exchanges subject to the conditions below. These terms apply to change-of-mind returns and do not limit your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable law.

Change-of-Mind Returns

We accept change-of-mind returns within 30 days of purchase, provided you contact us within 15 days of receiving your order.

Returned items must be:

• Unworn and in original condition

• Unlaundered and free from marks, odours or signs of use

• Returned with original tags and packaging where applicable

To request a return, please email sales@hillshats.co.nz within 15 days of receiving your order. Please include your order number, the reason for the return and your contact details. We will confirm whether the return is eligible and provide return instructions.

Return shipping costs for change-of-mind returns are the customer's responsibility. We recommend using a tracked service, as Hills Hats cannot be responsible for items lost in transit.

Once we receive and inspect the returned item, we will process the approved refund or exchange.

Returns address:
Hills Hats — Head Office & Factory
10 Andrews Avenue
Lower Hutt, Wellington 5010
New Zealand

Exchanges & Sizing

If your hat isn't quite the right size, please contact us before returning it. Where possible, we'll work with you to find a better fit or arrange an exchange.

For an approved change-of-mind sizing exchange, you will be responsible for return postage and any difference in price between the hats. We will cover the cost of sending the replacement hat within New Zealand.

For exchanges from outside New Zealand, the customer is responsible for the return postage and the cost of postage for the replacement item.

Made-to-Order & Custom Hats

Made-to-order, custom and personalised hats are made specifically to your requirements and therefore cannot be returned or exchanged simply because you have changed your mind.

This includes our made-to-order wool felt and fur felt hats, personalised hats and certain uniform or specially commissioned hats.

This does not affect your rights under the Consumer Guarantees Act where a product is faulty, does not match its description, is not fit for purpose or otherwise fails to meet the guarantees required by law.

Sale & Discounted Items

Sale and discounted items are not eligible for a change-of-mind refund. Where we offer a return on these items, we may provide an exchange or store credit at our discretion.

Your statutory rights are not affected. If a sale or discounted item has a fault or otherwise does not meet the requirements of the Consumer Guarantees Act, you retain your rights to an appropriate remedy under the Act.

Large Quantity Orders

Change-of-mind returns of large quantity orders may be subject to a 10% restocking fee, reflecting the additional costs associated with processing and returning the stock. This fee does not apply where a remedy is required under the Consumer Guarantees Act.

Face Masks

For hygiene reasons, face masks cannot be returned or exchanged for change-of-mind reasons once opened or used.

This does not affect your rights under the Consumer Guarantees Act if the product is faulty or otherwise does not meet the required guarantees.

Hat Warranty & Repairs

We take pride in the quality and workmanship of our hats. If you believe your hat has a manufacturing defect, please contact us before sending it back so we can assess the issue and determine the appropriate remedy.

Where a product has a manufacturing fault or otherwise fails to meet the guarantees required under the Consumer Guarantees Act, we will provide the appropriate remedy in accordance with New Zealand law. Depending on the nature and seriousness of the issue, this may include repair, replacement or refund.

Damage caused by misuse, accidents, improper storage or failure to follow our care instructions is not considered a manufacturing defect. This can include damage caused by mould or mildew, exposure to excessive heat, inappropriate cleaning, or other improper care.

Normal signs of wear and use are not manufacturing defects. These may include colour fading, stains, changes in the appearance of metal fittings, frayed cords and other wear that occurs through regular use.

Some hat damage can occur through normal handling. For example, repeated pinching of the crown when putting on or removing a hat can eventually cause cracking, particularly in straw hats. While this is not generally considered a manufacturing defect, please contact us as we may be able to repair it for a reasonable cost.

We are happy to assess hats that require repair due to everyday wear and tear and, where possible, provide a repair quote before proceeding.

Warranty Assessment

Please contact us before sending your hat to us for assessment. Include your order details and a description of the issue, along with photographs where possible.

We will assess the hat and let you know the appropriate next step.

Nothing in this policy limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.