Refund policy

Welcome to Sullivan brim Co's Return and Refund Policy. We appreciate your business and understand that sometimes your purchase may not meet your expectations. Our policy is designed to provide clarity and satisfaction for our customers while accommodating the unique nature of our custom-logo hats.

Return Policy

  • Customers have 15 days from the date of receipt to initiate a return for their custom-logo hats.
  • The item must be unused, in the same condition that you received it, and in its original packaging.
  • To be eligible for a return the received final product has one of the following issues. 
    • Has serious defects (minor issues like a small stitch gap or loose thread are not applicable)
    • unapproved logo (logo shown for approval is digital and will have slight differences than actual embroidery)
    • Wrong colors (does not include slight variations as it is impossible to match logo colors exactly)
    • Damaged Hats
  • To initiate a return, please contact our customer service team at sales@sullivanbrimco.com. You will be provided with a Return Merchandise Authorization (RMA) number and instructions on how to proceed with the return.

Free Return Shipping

  • We offer free return shipping for all eligible returns within the 15-day return period. Once your return is initiated and your item is deemed eligible, we will provide you with a prepaid shipping label.

Restocking Fee

  • A $5.99 restocking fee will be applied for each hat with a custom logo returned. This fee covers the cost associated with handling and processing items returned to our inventory.
  • The restocking fee will be deducted from your total refund amount.

Refunds

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, minus the restocking fees.

Exceptions

  • returns initiated more than 15 days after receipt will not be eligible for a return or refund.
  • If the item is not in its original condition, is damaged, or missing parts for reasons not due to our error, it may be subject to partial refunds or no refund.
  • Digitized Logo was approved by customer, but the final result
  • Logo files are not provided to us and our interpretation of what you want do not yield desired results.

Exchanges

  • We only replace items if they are defective or damaged upon receipt. If you need to exchange it for the same item, please contact our customer service.

Questions

  • If you have any questions regarding our Return and Refund Policy, please contact us at sales@sullivanbrimco.com.

Thank you for choosing Sullivan Brim Co. We are committed to ensuring that your experience with us is smooth and satisfactory