Refund policy
Last updated: 08/09/2025
We want you to be completely satisfied with your purchase. If for any reason you are not, you can request a return or refund under the conditions below.
Our return policy lasts 30 days. If more than 30 days have passed since you received your order, unfortunately we cannot offer a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@house-of-hats.com with details and photos of the issue. We will offer you a refund or an exchange.
Restocking Fees
There are no restocking fees.
Return Shipping Fees
Return shipping costs are at the customer's expense, except in cases where the product is defective or damaged upon arrival.
Shipping fees for returns are non-refundable. The customer assumes all responsibility for return shipment.
Return Instructions
Returns are processed by our logistics partners in Asia. The return address will be provided by email once your request is approved.
To return your product, please contact our customer service at: info@house-of-hats.com
You may use the following withdrawal form (optional):
I hereby notify you of my withdrawal from the contract regarding the sale of the following goods: ()
Order date: ()
Name of customer(s): ()
Address of customer(s): ()
Signature of customer(s) (only if this form is sent on paper): ()
Date: ()
Refunds
To be eligible for a refund or exchange:
The item must be returned within 30 days of receipt.
Any damage not previously reported with photos/videos by the customer but detected upon receipt will void the refund or exchange request.
Items must be in their original packaging. If stains or marks are visible upon return, no refund or exchange will be possible, as the item will be considered used.
Receiving a refund (if applicable):
Once your return is received and inspected, we will send you an email within 48 hours to notify you that we have received your returned item, along with approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your original method of payment (credit card, PayPal, Apple Pay, etc.) within 10 business days.
Exchanges
We accept exchanges to allow you to receive the item you want. To request an exchange, please return the item in your possession. Once the item is received, we will ship the replacement within 48–72 hours, provided the value is the same.
If the value differs, we will process a refund and you can place a new order for the desired item.
Contact Information
📧 Email: info@house-of-hats.com
📍 Address: RM03, Ho King Commercial Centre, 2-16 Fa Yuen St, Mong Kok, Hong Kong
Support Hours:
Monday to Friday: 9:00 am – 5:00 pm
Company Information:
House of Hats is a brand owned and operated by Lemery Limited
Company Registration Number: 78744088