Elite Brims LLC · Customer care
Returns & refunds
We want you to be pleased with your order. Please contact us before returning an item so we can help and provide the correct return instructions.
Custom and made-to-order products
Products made to your selected specifications—including embroidered hats, selected thread-color designs, custom logos, engraved patches and personalized goods—are not eligible for change-of-mind returns or exchanges once production has begun. This includes custom one-off personalized hats, including single-hat orders made with a customer’s name, initials, logo or requested design, as well as our made-to-order Dad and Daddy hats. Custom one-off personalized hats are not eligible for change-of-mind returns or exchanges. This restriction does not apply to items that are defective, arrive damaged or do not match your confirmed order.
Non-personalized products
For non-personalized, non-custom items, request a return within 14 days of delivery. Items must be unused, unworn, unwashed and in their original condition, with any tags and packaging included. Please provide your order number or proof of purchase. After approval, send the return within 14 days using the instructions we provide.
Damage, defects or an incorrect order
Please inspect your order when it arrives and contact us promptly with your order number, a description of the issue and clear photos of the item and packaging. We will review the issue and arrange an appropriate repair, replacement or refund. Elite Brims covers necessary return shipping for confirmed defects, shipping damage or errors on our part. Please keep the item and packaging while we review your request.
Artwork approval and changes
Check spelling, design, colors, size and placement carefully before approving custom artwork. We cannot offer change-of-mind refunds for a detail you approved when the finished item matches that approval. Minor screen-color differences and normal camo-pattern placement variations are not defects. This does not excuse errors in our workmanship or items that do not match your order.
Cancellations
Contact us as soon as possible if you need to cancel or change an order. We will confirm whether production has started and what changes are possible. A cancellation request is not confirmed until we respond. Any project-specific cancellation charges must be disclosed and agreed to before the order is placed.
Return shipping and refunds
For an approved change-of-mind return of a non-personalized item, the customer is responsible for purchasing and paying for the return shipping label. Original shipping charges are not refundable unless required by law. We do not charge a restocking fee. Use tracked shipping and retain your receipt. Once we receive and inspect the return, we will email you our decision. Approved refunds are issued to the original payment method within 10 business days; your bank may take additional time to post the credit.
Contact us first
Email jesse409tx@yahoo.com or use our contact form. Include your order number and the reason for your request. Do not send a return until we provide the return address and instructions.
Nothing in this policy limits any mandatory consumer rights that apply to your purchase. Where applicable law provides additional cancellation, return or refund rights, those rights take priority.