This Returns & Exchanges Policy (“Policy”) governs the return, exchange, and refund procedures for purchases made through the DTX Hats online store (“we,” “us,” “our,” or “DTX Hats”). By placing an order on our website, you (“Customer” or “you”) agree to the terms and conditions set forth herein.
1. Return Eligibility and Timeframe
All return requests must be submitted within seven (7) calendar days from the date of confirmed delivery, as indicated by the carrier’s tracking information.
Requests submitted after the seven (7) day period will not be accepted under any circumstances.
If you do receive a return label from DTX Hats, customer must ship the item back within 5 days of receiving the label. Items must be returned in their original condition, unworn, unused, with all original tags attached and in the original packaging.
Used Hats: Products classified as “used hats” are not eligible for return; hats are sold as is. Make sure all pictures are viewed to see the condition of the hat.
2. Return Authorization Procedure
Prior authorization is required for all returns. To initiate a return:
- Email help@dtxhats.com to request a return authorization number. Your email must include the original order number, beginning with “#DTX,” along with the reason for the return. Failure to provide the order number may result in delays or denial of the return request.
- If approved, we will provide a prepaid return shipping label and detailed return instructions.
- Items returned without prior authorization will be refused and returned to the sender at their expense.
Packaging Requirements:
If reusing the original shipping container, the new label must be placed directly over the original label. If the original container is damaged, a new shipping container must be used. If you do not have access to a printer, you may obtain printing services at a local FedEx location or print shop.
Authorized Return Address:
- Name: DTX HATS
- Street: 3545 Cortez Dr
- City: Dallas
- State: TX
- Zip: 75220
3. Refunds and Store Credit
All approved returns will be refunded in the form of store credit only. Refunds to the original payment method are not offered under any circumstances.
Once a returned item is received and inspected, we will notify you via email regarding the status of your return. If approved, store credit will be issued within seven (7) business days of the inspection date. Please note that processing times for store credit availability may vary depending on third-party payment processors or banking institutions.
4. Exchanges
Customers may request an exchange for eligible items. However, the cost of shipping the returned item to DTX Hats is the responsibility of the customer.
To initiate an exchange, you must contact us at help@dtxhats.com and include your original order number, beginning with “#DTX,” along with details of the item you wish to exchange. Failure to provide the correct order number may result in processing delays or denial of the exchange request.
Customers seeking a faster exchange process may elect to purchase the desired replacement item immediately and return the original item for store credit upon approval.
5. Non-Returnable and Final Sale Items
- The following items are non-returnable and non-exchangeable:
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalized products
- Personal care items (e.g., cosmetics, grooming products)
- Hazardous materials, flammable liquids, or gases
- Gift cards
5. Final Sale Items:
All sales are final. Any product you receive is not eligible for return, refund, or exchange under any circumstances.
6. Damaged, Defective, or Incorrect Items
You are required to inspect your order immediately upon delivery. If any item is found to be defective, damaged, or incorrect, you must notify us within seven (7) calendar days of delivery by emailing info@dtxhats.com. Upon verification, we will, at our sole discretion, issue store credit, send a replacement, or offer an exchange.
7. Lost or Stolen Packages
Once a shipment is marked “Delivered” by the carrier, it constitutes proof of delivery. DTX Hats assumes no responsibility for items that are lost, stolen, or misdelivered after this point.
Customers experiencing such issues should contact the carrier directly or file a claim with USPS or the relevant local postal authority. DTX Hats may, at its discretion, assist in facilitating this process but is under no obligation to replace or refund lost or stolen items.
8. European Union Customers: 14-Day Cooling-Off Period
Pursuant to EU consumer protection law, customers whose orders are shipped to a European Union member state may cancel or return their order within fourteen (14) days of delivery for any reason. Returned items must be unused, in their original packaging, with all tags attached, and accompanied by proof of purchase.
9. Policy Acknowledgment
By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to the terms and conditions set forth in this Returns & Exchanges Policy.
For any questions or additional assistance, please contact us at info@dtxhats.com
