Refund policy
Return Merchandise Policy – Wholesale
Thank you for shopping with Gone Country Hats Co. We are committed to ensuring your satisfaction with every purchase you make. In the event that you are not entirely pleased with your purchase, we have established the following Return Merchandise Policy to assist you with the return process.
Return Eligibility:
All wholesale purchases are final, unless the product has manufacturing defects or written approval from GC management. Once approved, a Return Authorization (RA) number will be issued. This number must be clearly marked on the return package.
Unauthorized returns will not be accepted or credited.
Returns Process:
To initiate a return, please reach out to our sales support team via text or calling at contact our customer Service team at (615) 703-8305 to initiate a request for a Return Authorization (RA) number.
- Returns without an RA number will not be accepted.
- Clearly write the RA number on the outside of the package containing the returned items.
- Please include a copy of the original receipt or order confirmation inside the package.
- Ship the return items to: 239 N Texas Ave, Orlando, FL 32805
Return Shipping:
Customers are responsible for all shipping costs associated with returning the merchandise, unless the return is due to an error on our part (incorrect item shipped, damaged/defective product).
We recommend using a trackable shipping method to ensure the safe delivery of your return.
Ship the return items to: 239 N Texas Ave, Orlando, FL 32805.
Refund Process:
- Once the returned items are received and inspected, we will process your refund within 7 business days in the form of the original payment.
- All return goods are subject to a 20% restocking fee. Shipping and handling charges are non-refundable, unless the return is due to an error on our part.
Restocking Fees
If an exception is made to accept a non-defective return, a 20% restocking fee will apply, and shipping charges are non-refundable.
Exchange Process:
If you wish to exchange an item for a different size, color, or product, please indicate your preference when contacting Customer Service for a Return Authorization. Exchanges are subject to product availability. If the desired item is not available, a credit will be placed on your account.
Damaged or Defective Items:
If you receive a damaged or defective item, please contact our customer Service team at (615) 703-8305 within 7 days of receiving the product to report the issue.
We may require photos or other evidence of the damage or defect to process your return or exchange.
Store Credit:
In some cases, store credit may be offered as an alternative to refunds. Store credit can be used towards future purchases and will be issued once the returned items are received and inspected.
Final Sale Items:
Items marked in the clearance sections are not eligible for return or exchange unless they arrive in a damaged or defective condition.
International Returns:
International returns are subject to the same policy as outlined above; however, customers are responsible for all additional shipping and customs fees.
Policy Changes:
Gone Country Hats Co. reserves the right to modify or update this Return Merchandise Policy at any time. Any changes will be posted on our website.
If you have any questions or concerns regarding our Return Merchandise Policy, please feel free to contact our customer Service team at (615) 703-8305. We appreciate your business and are dedicated to ensuring a positive shopping experience for you.
Custom Order Policy
All custom order sales are final and non-returnable. Once production has begun, no changes, exchanges, or refunds will be accepted—except when adding additional hats to the existing order. Any exceptions must receive prior written approval from the Gone Country Management Team.
Definition of a Custom Order:
A custom order is defined as any order fulfilled or produced through Gone Country’s Mexico facility, specifically for the requesting customer.
How to Start a Return if approved prior
To initiate a return, complete all the required fields on this form: https://www.gonecountryhats.com/pages/request-a-return-or-exchange